• Cancel paid subscription

  Support January 15th, 2021 @ 4:14 pm
  

  Hi Omar,

  Happy to help. We're sorry to see you go, but understand it isn't helpful if you are no longer using Sugar.

  To cancel, you can login http://sugaroutfitters.com and follow the directions below:

  1. Hover over My Account
  2. Click Purchases
  3. Find the order for SugarChimp and click Purchase History
  4. Click Quick Subscription

  Let me know if you have any trouble with this process!

  Best,
  Heidi

  View Comment
  
  
• Reports based on Mailchimp Activity do not show any data

  Support January 11th, 2021 @ 5:33 pm
  

  Hi Swetha,

  Thanks for reaching out. The ability to use reporting to pull Mailchimp data within Sugar is available on the Professional or Ultimate plans. The Basic plan will display the data within the dashlet, but does not sync the data to Sugar in order to make it visible within reporting.

  If you'd like to upgrade, you can do so using the steps below: https://fanaticallabs.zendesk.com/hc/en-us/articles/360020084332-Upgrading-Plans

  Thanks,
  Heidi

  View Comment
  
  
• Receiving Error in Sugar Linking Specific Customer Data

  Support December 28th, 2020 @ 3:48 am
  

  Hi Levi,

  Just following up here as I realized this case was still open. Since we resolved this issue through email I am closing this case for now. If you have any further trouble, please don't hesitate to reach back out to us at zendesk@fanaticallabs.com.

  Best,
  Heidi

  View Comment
  
  
• Unexpected Sugar Contact Updates via SugarChimp

  Support December 21st, 2020 @ 10:05 pm
  

  Hello there,

  We haven't heard from you regarding the issue in a few days. Is there anything we can help with?

  Let me know how I can help.

  Thanks,
  Heidi
  Fanatical Labs Support

  View Comment
  
  
• Unexpected Sugar Contact Updates via SugarChimp

  Support December 17th, 2020 @ 9:28 pm
  

  Happy to help. Typically opt outs that happen in bulk occur when a Mailchimp audience or list is deleted or archived. That list, when set to sync between Mailchimp and Sugar, sends updates to Sugar indicating the records should be opted out. Can you send along a full screenshot of the Health Status page to mailchimp@fanaticallabs.com so I can take a closer look?

  Thanks!
  Heidi

  View Comment
  
  
• MailChimp Import Update not synced to SuiteCRM

  Support December 11th, 2020 @ 3:54 pm
  

  Happy to help. Data imported into Mailchimp isn't able to automatically sync to Sugar. Instead, you can queue a manual re-sync from Mailchimp to Sugar to get those values into Sugar. To do this, you can follow the steps below:

  1. From within Sugar Admin, navigate to Field Mapping
  2. For all fields except the field you would like to update, select "Do Not Sync" from the drop-down, as shown here: https://d.pr/i/WNqp7K (this will make sure that any data that might not be up to date in Mailchimp is not synced to Sugar.)
  3. Click "Continue"
  4. Using the "Re-sync Options" drop-down, select "Queue Re-sync from Mailchimp to Sugar"
  5. Click "Save Mapping & Start Re-sync"

  Alternatively, you can also import the data directly to Sugar using their import feature. More information about that can be found here: https://docs.suitecrm.com/user/introduction/user-interface/record-management/

  Please let me know if you have any questions.

  Best,
  Heidi

  View Comment
  
  
• Unsubscribes in Mailchimp render the emails invalid in SugarCRM

  Support December 10th, 2020 @ 4:04 pm
  

  Thanks for sending those logs along. Unsubscribes sync to Sugar as Opted Out whether they are unsubscribed in Mailchimp by the admin or unsubscribed by the subscriber within the campaign itself. Both actions should have the same result.

  As mentioned in our email, I recommend updating to the latest version and let's monitor to see if you encounter this issue again.

  https://fanaticallabs.zendesk.com/hc/en-us/articles/360004608392-Update-to-the-Latest-Version-of-SugarChimp

  Please let me know if you have any trouble installing the latest version.

  Best,
  Heidi

  View Comment
  
  
• Unsubscribes in Mailchimp render the emails invalid in SugarCRM

  Support December 6th, 2020 @ 7:04 pm
  

  Hello there,

  We haven't heard from you regarding the issue in a few days. Is there anything we can help with?

  Let me know how I can help.

  Thanks,
  Heidi
  Fanatical Labs Support

  View Comment
  
  
• Unsubscribes in Mailchimp render the emails invalid in SugarCRM

  Support December 2nd, 2020 @ 7:00 pm
  

  Hi Swetha,

  Thanks for sending this scenario along. I wasn't able to replicate this scenario. As you mentioned, we would expect the record to be removed for each Target List they unsubscribed from (without the email being marked as opted out). When I did testing on my end, the expected behavior is what occurred. Can you tell me if you unsubscribed them directly from Mailchimp or from a sent campaign? I'm hoping to identify if there was something unique to help me replicate what you found. I didn't receive the logs- can you confirm they were sent to mailchimp@fanaticallabs.com?

  In regards to the emails marked Invalid, we did recently resolve an error (in version 10.1.2) where a capitalization change within a record's email address caused the email to be marked Invalid. We discovered this issue when a customer had another integration that randomly changed the capitalization of an email address when making updates. I can't say with certainty that's what happened in your scenario but you could see if there are any clues for that particular record by looking at the audit log. You can find this by navigating to the record and clicking the arrow next to Edit, as shown here: https://d.pr/i/QVMjWM.

  Finally, if a contact unsubscribes from a campaign through the unsubscribe link, they cannot be added back to that audience via Sugar as Mailchimp won't allow the contact to be active again unless they personally re-subscribe.

  Thanks,
  Heidi

  View Comment
  
  
• Unsubscribes in Mailchimp render the emails invalid in SugarCRM

  Support December 1st, 2020 @ 7:01 pm
  

  Hi Swetha,

  Thanks for this response. My apologies, I intended to say that unsubscribing in Mailchimp should cause the record to be marked as opted out in Sugar. Only when a record is cleaned in Mailchimp would that sync to Sugar as a cleaned record.

  According to the screenshot you sent, the globaloptout setting is currently set to 2, which means that currently when someone unsubscribes in Mailchimp, that data is not synced to Sugar. This setting would suggest that perhaps the record was marked as Invalid within Sugar, or was marked cleaned within Mailchimp prior to this setting being updated. (You can see more about this setting and other options you have here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360021151672-Advanced-Configuration-Settings)

  It sounds like you may have multiple audiences that share some contacts and when a contact unsubscribes from one type of email, that doesn't necessarily mean you want them to be unsubscribed from all. In this scenario, we usually recommend that you have one Master SugarChimp List within Sugar and Mailchimp. You could then create Mailchimp Groups to determine the types of campaigns a contact should be receiving. Here's an example of how that would look: https://d.pr/i/2A1obQ

  With this option, the subscriber could unsubscribe from all emails, or they could simply update their preferences to indicate which types of campaigns they would be interested in receiving. You can see how that option might be displayed within the footer of your campaign here: https://d.pr/i/DGcJN6

  Please let me know if you have any questions or if you want to hop on a call to chat this through a bit further.

  Best,
  Heidi

  View Comment
  
  
• our connexion another off

  Support November 30th, 2020 @ 6:39 pm
  

  Thanks for chatting today. I followed up by email with the steps we covered, but feel free to reach back out to us at zendesk@fanaticallabs.com should you have any further trouble.

  Best,
  Heidi

  View Comment
  
  
• Unsubscribes in Mailchimp render the emails invalid in SugarCRM

  Support November 29th, 2020 @ 6:04 pm
  

  Hello there,

  We haven't heard from you regarding the issue in a few days. Is there anything we can help with?

  Let me know how I can help.

  Thanks,
  Heidi
  Fanatical Labs Support

  View Comment
  
  
• Does Changing An Email Address In SugarCRM Create New Contact In Mailchimp?

  Support November 25th, 2020 @ 6:20 pm
  

  Thanks for sending this insight along. The best way to update an email is to add a new email in Sugar and then remove the incorrect email prior to saving the record. Here is a gif of that process: https://d.pr/i/MGIvqZ. This will create a new record in Mailchimp with the corrected email

  Alternatively, you can update the email directly from Mailchimp, which will sync to Sugar.

  Please let me know if you have any further questions.

  Best,
  Heidi

  View Comment
  
  
• Unsubscribes in Mailchimp render the emails invalid in SugarCRM

  Support November 25th, 2020 @ 5:48 pm
  

  Hi Swetha,

  Thanks for sending this along. Unsubscribing in Mailchimp should cause the record to be marked as Invalid within Sugar. I had noticed that the record is marked Cleaned in another audience. Can you confirm the email was valid in Sugar prior to marking it as unsubscribed in Mailchimp?

  I haven't been able to replicate this issue on my end- are you able to replicate this issue with another record? If so, it might make sense to grab some debug logs so we can take a closer look.

  Here are the steps for that process:

  1. From within Sugar Admin, navigate to the Health Status page.
  2. Right-click anywhere on the page and select Inspect. Switch to the Console tab, and then paste:
     SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/logger/debug'),{},{});
  3. Unsubscribe a record from Mailchimp and let it sync to Sugar.
  4. Send over the logs. You can get these by following the steps below:

  From Sugar Admin, click System Settings
  Click View Log at the bottom of the page
  Click All at the top of the page
  Copy/paste the text that appears into a .txt file to send to mailchimp@fanaticallabs.com

  1. When completed, you can return the logger level to normal by pasting the following into the Console tab:
     SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/logger/normal'),{},{});

  Thanks,
  Heidi

  View Comment
  
  
• MailChimp Activity dashlet on the Contact module doesn't who activity

  Support November 24th, 2020 @ 5:45 pm
  

  Happy to help. We have a newer version that addresses this issue, which can be found on SugarOutfitters. You can find information on updating the version at the link below:

  https://fanaticallabs.zendesk.com/hc/en-us/articles/360004608392-Update-to-the-Latest-Version-of-SugarChimp

  Please let me know if you have any trouble.

  Best,
  Heidi

  View Comment
  
  
• Opt-outs, hard bounces, and forwards

  Support November 24th, 2020 @ 2:54 pm
  

  Happy to help. Unsubscribes and cleaned emails are synced to Sugar as opt-outs and invalid. Additionally, this is displayed within the dashlet, as shown here: https://d.pr/i/J3Tae9

  Let me know if you have any questions.

  Best,
  Heidi

  View Comment
  
  
• Unsubscribes in Mailchimp render the emails invalid in SugarCRM

  Support November 20th, 2020 @ 10:22 pm
  

  Thanks for sending that along. According to the screenshot, it looks like this record was cleaned from one of the audiences, which may explain why it was marked clean in Sugar.

  Can you check a setting for me by following the steps below?

  1. From within Sugar Admin, navigate to the Health Status page
  2. Right-click anywhere on the page and select Inspect
  3. Click the Console tab at the top
  4. Copy/paste the following text into the Console and press Enter:
     SUGAR.App.api.call('get',SUGAR.App.api.buildURL('SugarChimp/setting/globaloptout'),{},{})
  5. Click the Network tab
  6. For the globaloptout name, view the value, as shown here: https://d.pr/i/LBNYPP

  Thanks,
  Heidi

  View Comment
  
  
• Does Changing An Email Address In SugarCRM Create New Contact In Mailchimp?

  Support November 19th, 2020 @ 6:27 pm
  

  Happy to help. If a record is in Mailchimp, but not in Sugar, it's likely that the record was in Mailchimp prior to installing SugarChimp. (Records sync from Mailchimp to Sugar if they're created after SugarChimp is in place, or if you run a Mailchimp to Sugar sync.)

  If you correct a bad email address in Mailchimp, the contact won't sync to Sugar unless you run a Mailchimp to Sugar sync. (I recommend reading about this process if you opt to run this sync so you don't overwrite valid data within Sugar: https://fanaticallabs.zendesk.com/hc/en-us/articles/360021399831-Queue-a-Re-sync)

  Alternatively, you can just create a new record in Mailchimp with the correct email and that will sync to Sugar.

  Please let me know if you have any further questions!

  Best,
  Heidi

  View Comment
  
  
• Unsubscribes in Mailchimp render the emails invalid in SugarCRM

  Support November 18th, 2020 @ 5:54 pm
  

  Thanks for reaching out. It looks like the screenshot didn't come through. Can you send it to mailchimp@fanaticallabs.com so I can take a closer look?

  Additionally, can you update to the latest version of SugarChimp and see if the issue still remains? You can find instructions on updating here:

  https://fanaticallabs.zendesk.com/hc/en-us/articles/360004608392-Update-to-the-Latest-Version-of-SugarChimp

  Thanks,
  Heidi

  View Comment
  
  

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