by Fanatical Labs

Save Your Team Countless Hours. SugarChimp syncs your lists in both directions so that you can work in your preferred application. Segment and Group your MailChimp subscribers based on SugarCRM data so you can market to the right people at the right time. Fully compatible with all versions and editions of Sugar and SuiteCRM.

Free 30 day trial
Try it Now

#3297 - Updating Email Addresses

Closed General Question created by BradN153 a year ago

When we update an email address in Sugar it is not syncing to MailChimp. Please advise.

Thanks!
Brad

  1. chad member avatar

    hutchins.chad gmail.com Verified Purchase

    a year ago

    Hi Brad, thanks for reaching out. I'm happy to help with this.

    Are you saying when you change a Contact/Lead's email address in Sugar, the new email address is not showing up in MailChimp? Or something else?

    After making the change how long are you waiting to check MailChimp?

    When changes are made in Sugar, they get queued up. Then every time the SugarChimp scheduler runs (usually every 10-15 minutes on Sugar On-demand) it works through that queue, so sometimes it takes a few minutes before the change is in Sugar.

    If you go to Sugar > Admin, scroll to the SugarChimp section and click "Health Status". In the "Pending to MailChimp" section do you see any numbers there? If so, you may need to wait until that clears out before you see those changes.

    Let me know what you find. Thanks!

    • BradN153 member avatar

      BradN153

      a year ago

      Hello Chad,

      Thanks for the prompt reply. You are correct. When we update an email address in Sugar the new email address is MailChimp is not updating. I waited overnight to see if it changed but it has not.

      Looking at the "Health Status" it is showing all "0" and "Done". The time stamp shows it just updated a few minutes ago.

      Thanks!
      Brad

    • chad member avatar

      hutchins.chad gmail.com Verified Purchase

      a year ago

      Sure thing, always happy to help. Thanks for the info. Here are few other things to check:

      1) If you go to MailChimp and look at the list you have synced, can you find the Contact in Sugar with the old email address?

      2) Go to the SugarChimp Health Status page and note how many records are pending to sync. Then go to the Contact in Sugar, change the email address and hit Save. Then immediately go to the SugarChimp Health Status page, did the number of records to sync increase? Or does nothing change?

      3) When looking at the Contact in Sugar, is the new email address marked as the primary address? Is it marked as opted out or invalid?

      4) Last thing to check would be the list here: https://www.sugaroutfitters.com/docs/SugarChimp/my-sugar-and-mailchimp-list-counts-do-not-match See if the contact is not being synced over because of these other reasons.

      If there's still not a good explanation for why it isn't making it's way over to MailChimp, let's get a call scheduled so we can take a look at things together. This is default functionality for us, so it should be working. Please pick a day and time here: https://calendly.com/fanaticallabs/sugarchimp-support

      Thanks!

    • BradN153 member avatar

      BradN153

      a year ago

      Hello Chad,

      I response to your questions:

      1) Yes, I am able to see the contact records in MailChimp with the old email address.

      2) I update a couple more records in Sugar. In the Health Status it reflected the change in that it showed the list number as 1 and the number of records as 3. I gave the system an opportunity to update and the record count went to 0, however the records in MailChimp did not update.

      3) I made sure the email address is marked as Primary and not marked as opt-out or invalid.

      4) I reviewed the items on his list which are good to know but don't seam to help.

      I think a phone call would be in order to try and sort this out. Can we set something up for Monday afternoon or Tuesday morning of next week?

      Thanks!

      Brad

    • chad member avatar

      hutchins.chad gmail.com Verified Purchase

      a year ago

      Thanks for taking the time to go through that.

      One more thing to look for when you get a chance: Can you please go to the MailChimp list and search by the new email address. Do you find another subscriber with the new email address? (Please check again now if you already tried this earlier because sometimes the MailChimp search cache is slow on updates)

      There is a scenario where a new subscriber might be created and the previous subscriber not update. I believe this happens if there are multiple records on the Sugar Target List with the same email address. For example, Contact Bob has email family@email.com and Sue has email family@email.com if Bob changes to bob@email.com, we wouldn't want to completely remove Sue's email from the MailChimp list so we make a new subscriber instead. Maybe a situation like this is occurring.

      Lastly, please use this link to setup a call. It is the easiest way to pick a day and time next week: https://calendly.com/fanaticallabs/sugarchimp-support

      Thanks again!

    • BradN153 member avatar

      BradN153

      a year ago

      Hello Chad,

      No the system has not created another record. The old email address us unique. I'll set up a call for next week.

      Thanks!

      Brad

    • chad member avatar

      hutchins.chad gmail.com Verified Purchase

      a year ago

      Thanks again for the info. Looking forward to the chat on Monday.

      I just updated the calendar event with the meeting link.

      Have a great weekend!

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    Hello Brad,

    I just wanted to update the forum with what we found on the call. The email address update was being blocked by MailChimp because the record was marked as cleaned. So, the current work around was to go and just update the subscribers fields other than email address, so that a new subscriber can be created in MailChimp.

    We will look at the process to find a better long-term solution for this issue. For the time being, you should be good to have those email addresses updated in MailChimp. Is there anything else I can help with at this time?

    Thanks,
    Jon

    • BradN153 member avatar

      BradN153

      a year ago

      Thanks for the recap. We are good.

      I appreciate your help in figuring this out. Let me know what you come up with for a long-term solution.

      Brad

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    a year ago

    I will let you know what we come up with in regards to a long term solution.

    If you need anything else, don't hesitate to reach out.

    Best Regards,
    Jon

This case is public. Please leave out any sensitive information such as URLs, passwords, etc.
Saving Comment Saving Comment...
Rating
Rating
  • "Does a great job of syncing all of our registrant information. They go the extra mile with one-on-one support!"

    Read More Reviews

Keep up to date on the latest additions

We'll send you an email every month with handpicked add-ons, reviews, tricks and tips. Don't worry, we hate spam as much as you do.