by Fanatical Labs

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#4018 - Invalid Address not syncing to Sugar

Closed Bug? created by marbar Verified Purchase 6 months ago

Hi all
i have a target list synced to Mailchimp. After the first campaign a mail address appears to be non existing.
From the Mailchimp side, the address is "Cleaned" , but in Sugar the address is not marked as Invalid .
Note that Unsubscribed recipients have been correctly updated on the Sugar side with the Opt-out tag

Can you help on this?
thank you
Marco

  1. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    6 months ago

    Hi Marco,

    Thanks for reaching out. Can you check that your webhook within Mailchimp matches the one that appears in Sugar? You can do this by following the steps below:

    From within Mailchimp, navigate to your list. Click Settings and select Webhooks at the bottom. Your webhook should show as configured with no errors. To find the webhook in Sugar, navigate to Admin and under the SugarChimp section, click the Health Status. Confirm that the webhook here matches exactly the one that appears in Mailchimp.

    Can you also take a screenshot of what appears on your Health Status page and send it along to mailchimp@fanaticallabs.com so I can take a closer look? Finally, can you tell me if your Sugar instance is publicly accessible and has the needed permissions? More information can be found under File Permission Settings here: https://fanaticallabs.zendesk.com/hc/en-us/articles/360016251832-Common-Installation-Issues

    Thanks for your help in troubleshooting.

    Best,
    Heidi

  2. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    6 months ago

    Hi Marco,

    Thanks for sending an email with the screenshots. As you noted, the "Cleaned Address" checkbox wasn't selected within the webhook settings. However, the webhook will only send the update once to Sugar. Can you try changing the name of the contact in Mailchimp to see if the changes are then sent to Sugar?

    Thanks,
    Heidi

    • marcobaracco member avatar

      marbar Verified Purchase

      6 months ago

      I changed the contact name in Mailchimp, and the change correctly applied to Sugar contact as well, but there's still no "invalid" flag for the email.
      I have also tryied adding another wrong address to the list and sending another campaign. This address is now "cleaned" in Mailchimp but still valid in Sugar

  3. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    6 months ago

    Hi Marco,

    It might be helpful for us to take a closer look to see why these aren't getting over. If you're available, can you schedule a time for us to share your screen and walk through this together? You can use the link below to schedule a meeting:

    Schedule a Meeting

    Thanks for your patience while we figure this out!

    Best,
    Heidi

    • marcobaracco member avatar

      marbar Verified Purchase

      6 months ago

      Hello Heidi ,
      i'm really sorry i booked the meeting by mistake at 9:30 PM, instead of 9:30 AM.
      Can wee move it up in the next 8 hours please?

      thank you
      marco

  4. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    6 months ago

    Hi Marco,

    You can absolutely reschedule to something sooner. I just looked at the calendar and it looks like we have a few times that are sooner. My available times are here: https://calendly.com/fanaticallabs_support/sugarchimp-support-meeting/02-11-2019

    Feel free to just book something else and I can cancel the previously scheduled time.

    Heidi

    • marcobaracco member avatar

      marbar Verified Purchase

      6 months ago

      Thank you Heidi, today they were too late for me, i've booked for tomorrow 4 PM
      br

  5. fanaticallabs member avatar

    Fanatical Labs Provider Affiliate

    6 months ago

    Hi Marco,

    It was great to chat with you today. Just a quick summary of what we talked about. Cleaned addresses are sent to Mailchimp about every 24 hours. This is so that we don't overload with constant updates. Other changes, such as unsubscribes, are sent right away so Sugar will maintain up to date unsubscribe data.

    Please let me know if you have any further trouble as you test!

    Best,
    Heidi

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