Troubleshooting common connection issues
Here are some common issues we’ve seen that can cause connection problems. We’ll go through them one-by-one and explain how you can identify the issue and fix it.
Before we go further…
Before you try anything else, it can be helpful to clear your cache and try connecting again. If that didn’t help, let’s dive into other common issues.
Plugin conflict
What is this: Newsletter Glue and another plugin are conflicting with each other, causing connection problems.
What you’ll see: You might get stuck in “Testing connection…” mode, or you might see “Not connected”.
Identify issue and troubleshoot: Turn off each plugin to identify the conflict. If you’re now able to connect, then the plugin conflict was correctly identified as the issue.
Report bug: If you identified the plugin conflict as the problem, please get in touch and tell us which plugin was conflicting with Newsletter Glue, and we will fix it as soon as possible.
Expired or wrong API key
What is this: Your API key might be wrong, expired or disabled.
What you will see: “Not connected” status will show up.
Identify issue and troubleshoot: Log into your email service provider and create a new API key. Then, head back to the Connect page and try again with the new key. If you’re now able to connect, then your old API key was likely to be expire/wrong/disabled. You can safely continue using Newsletter Glue with your new API key.
Report bug: Nothing to report.
Blocked IP address
What is this: Your hosting IP is blacklisted and blocked by your email service provider. If you’re on shared hosting, your IP address might have been blacklisted because of another user with the same IP address as you.
What you will see: “Not connected” status will show up.
Identify issue and troubleshoot: If you’ve already checked for plugin conflicts and API keys, you might have an issue with your webhost or email service provider. In this case, you should contact your webhost and explain the problem.
Report bug: Report issue immediately to your webhost as this is likely causing issues with the rest of your Mailchimp set up.
If you’re still having trouble, please contact us using the chat button in the bottom right hand corner.
Let us know the following information and we’ll get back to you as soon as we can:
- What happens when you try to connect
- What email service provider you’re trying to connect to
- What WordPress version you’re using