This feature is available only for Lightspeed Retail merchants on select pricing packages.

MailChimp Integration Troubleshooting

Here we’ll take a look at some issues you might encounter while using Mailchimp with Lightspeed Retail. For help setting up this feature, visit our Mailchimp Integration Setup article.

Table of Contents

"Sorry, that password isn't right."

If you see this error while enabling Mailchimp integration, it means you entered the wrong password.

  1. Re-enter your password and click 'Log In'.

    Passwords are case sensitive and contain at least 1 lowercase letter, 1 uppercase letter, 1 number, and 1 special character.

  2. If the error persists, click 'recover your password' and follow the instructions to reset your password.

    After resetting the password, go to BackOffice and follow these steps to enable Mailchimp integration.

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"We couldn't find an account with that username."

If you see this error while enabling Mailchimp integration, it means you entered the wrong username.

  1. Re-enter your username and password, and click 'Log In'.

    The username is typically your email address.

  2. If the error persists, click 'username' and follow the instructions to recover your username.

    After recovering the username, go to BackOffice and follow these steps to enable Mailchimp integration.

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Changes I make in Mailchimp don’t show up in Lightspeed Retail.

Mailchimp integration is a one-way street: only changes made in Lightspeed Retail will sync to Mailchimp. Manually update your Lightspeed Retail customer list to reflect any edit(s) made in Mailchimp.

Customers stopped syncing to Mailchimp.

Customers may stop syncing for a variety of reasons. Follow the steps below to troubleshoot each potential cause and resolve this issue.

  1. Check if your Mailchimp account has reached its contact limit.

    Free Mailchimp accounts hold a maximum of 2,000 contacts.

    a  In Mailchimp, click the account icon and select ‘Account’.
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    b  Look for the number of remaining contacts.
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    c  If your account has hit its limit, visit Mailchimp support to learn about upgraded plans.
  2. Check that you are viewing the correct audience in Mailchimp.

    If it appears customers are not syncing, make sure you are viewing the correct audience in Mailchimp.

    a  In BackOffice, click ‘Integrations’ and select ‘Mailchimp’.
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    b  Look for the Mailchimp audience name.
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  3. Check if customers are missing from BackOffice.

    Customers added at the register are only sent to Mailchimp after they sync to BackOffice.

    a  Follow the steps here to export the entire Customer List from BackOffice, then count the number of customers on the export.
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    b  In the Retail POS (S-Series) app, open the Diagnostics screen (iOS) or the customer list (Android) and look for the ‘Customers’ count.
    Retail POS (S-Series) app for iOS

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    Retail POS (S-Series) app for Android

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    • If the number on the register is greater than in BackOffice, follow these steps to troubleshoot the syncing issue.
    • If the number on the register is less than in BackOffice, get updates on the iOS or Android register to sync the BackOffice customer list to the register.
  4. Check for customers without email addresses.

    Only customers with email addresses can sync to Mailchimp.

    a  Export your Customer List from BackOffice and search the export for customers without emails.
    b  If necessary, follow the steps here to edit customers in BackOffice and add their emails.

Customer addresses, phone numbers, and notes are not syncing to Mailchimp.

Mailchimp integration syncs only customer names and email addresses. Other information, such as phone numbers, does not sync to Mailchimp.

How can I unlink my Mailchimp account?

Disconnect your Mailchimp account directly from Mailchimp.

  1. In Mailchimp, click the account icon and select 'Account'.
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  2. Click 'Extras' and select 'API keys'.
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  3. Under 'Authorized Applications', click the 'X' next to ShopKeep.
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    Mailchimp Settings in BackOffice displays an error message as your account is now unlinked.

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"We’re having trouble accessing your Mailchimp account."

Follow the steps here to re-link a Mailchimp account or, if you deliberately unlinked your Mailchimp account from Lightspeed Retail, ignore the error message.