Possible issue with Mailchimp integration?

  • Profile Image
    Gerard_Toscani
    Asked on January 04, 2022 at 03:19 PM

    Hello!

    I am using the Mailchimp integration to add contacts collected from a form into a Mailchimp group. The contacts added into this group are then supposed to go through an automated customer journey where they receive a specific email. However, there is a problem.

    The issue is that the contacts are not going through the automated journey and aren't receiving the email. Right now, it is saying that 140 contacts "started" the journey, but only 10 of them "completed" it. Meaning that 130 of them never got the email.

    I talked to Mailchimp about this first, and here is what they said: "we are seeing in the journey queue on our backend that contacts are being removed minutes after joining the journey. We cannot see whether this is happening manually or via API, but we recommend checking into your setup that is importing contacts and/or adding them to groups. It looks like there may be a step that is removing contacts shortly after adding them. This would account for the discrepancy in joined vs completed contacts."

    They suggested reaching out to you: "I recommend reaching out to Jotform and having them look into the integration on their end to see if they can source the calls that are removing contacts from the journey."

    I am linking to the form that I am using. It is titled "Weego Product Registration". If you need any more information to look into this, please let me know.

    Thank you!



  • Profile Image
    Yau_C
    Answered on January 05, 2022 at 11:15 AM

    Hi,

    That's all I can see from our end.

    1641398919_61d5c28776425_

    You have successfully integrated with Mailchimp.

    "... it is saying that 140 contacts started the journey, but only 10 of them completed it..."

    If there is something removing the contact, these 10 would have been removed as well.

    I don't think the problem is coming from our end.

    " It looks like there may be a step that is removing contacts shortly after adding them"

    Did Mailchimp provide any evidence, such as log of their API calls from us Jotform to initiate this removal?

    If yes, we can help you to forward this piece of evidence to our API team to further investigate.

    If it's from us, we need as much detail as possible in order for our API team to pinpoint the bug.

    Thank you.


  • Profile Image
    Yau_C
    Answered on January 05, 2022 at 11:17 AM

    Please try to remove your Mailchimp integration and re-integrate it again to see if it solves the issue.

    Let us know if this bug still persists.