Accounts and settings

Hi, I set up a branded sending domain (send.twentyonecannabis.com) using the NS records Klaviyo gave me. It shows Verified, but the Activate button is disabled. Hovering it says: "Your branded sending domain cannot be activated. Please contact support if you need to activate this domain." We're on the free plan so email support and live chat aren't available, and the virtual assistant can't activate it. Could someone from the Klaviyo team activate it or tell me what's blocking it? Thanks.

We’re moving our marketing email from crunchypupco.com to mycrunchypup.com within the same Klaviyo account. Our existing branded sending domain is active, and we have a live welcome flow. Adding send.mycrunchypup.com returns root_domain_mismatch. The UI also requires the root domain to match the existing sending domain. The migration documentation covers changing subdomains under the same root. What is the supported process for changing to a different root domain? Specifically:- Must we deactivate or remove the existing sending domain first?- Should we pause the welcome flow, and how should we handle messages already queued?- When should we update the sender addresses?- What warming process applies to the new root domain? We want to confirm the procedure before changing the active setup. The new domain already passes SPF, DKIM, and DMARC for Google Workspace email, but has not been configured for Klaviyo sending.

I deleted my profiles and removed them from my lists on October 21, 2026, but my active profile usage still shows 328My account is Gaming Traditionz. All four lists now show 0 members, and Composer’s available profile data reports 0 profiles, although it could not confirm whether billing has refreshed.I understand the billing count can take up to 72 hours to update. But do you do when everything you tired is not working?Thank you,Kobe

Hi Klaviyo Community,I'm setting up a branded sending domain for my Shopify store and have encountered a verification issue.Domain: send.minorauthority.shopKlaviyo Account ID: Rm2vewSending Domain ID: 3444693When I run Klaviyo's domain verification, all four DNS records individually return verified: true: CNAME: send CNAME: mtd1._domainkey CNAME: mtd2._domainkey TXT: @ (site verification) However, the overall verification returns: Verification state: failed Error code: INVALID_DOMAIN_ERROR Domain status: Pending I've retried verification multiple times with the same result.Could someone from the Klaviyo technical team help explain why the verification fails despite all four DNS records passing?Is this a domain configuration issue or a Klaviyo-side verification error?Thank you!

Hello Klaviyo Team,We are experiencing a persistent WooCommerce integration issue on sobrestore.com.The issue started around April 30 / May 1, 2026, coinciding with our downgrade from a paid Klaviyo subscription to the free plan.Before that date, order synchronization worked correctly. During April, Klaviyo recorded €4,804.53 in total WooCommerce revenue.Current situation: Started Checkout continues syncing normally, with new events every day. Placed Order and Ordered Product have not received any events since April 30, despite regular confirmed purchases in WooCommerce. The integration was found disabled and was re-enabled on October 15. On October 17, we successfully reauthenticated the integration, generating a new REST API key with Read/Write permissions. The official Klaviyo WooCommerce plugin (version 3.8.3) is active and reports a successful connection. No Klaviyo order.created or order.updated webhooks appear in WooCommerce. A controlled test order was placed and ch

Hello everyone,I’m happy to be part of the Klaviyo Community. As a new member, I look forward to learning from other users, sharing ideas, and participating in discussions about email marketing, customer engagement, and marketing automation.I believe that sharing experiences and learning from others can help everyone improve their skills and achieve better results. I’ll make sure to follow the community guidelines, respect other members’ perspectives, and keep my contributions helpful and relevant.I’m excited to connect with fellow members, explore new ideas, and learn more about how others use Klaviyo to improve their marketing strategies.Thank you, and I look forward to being part of the community!

Shopify catalog resync appears stuck for 15+ hoursMy Shopify integration is enabled, and all products are synchronized into Klaviyo's catalog.However, three recently published products are missing from their Klaviyo collection category even though they are correctly assigned in Shopify.I initiated a refresh of Collection: New Arrivals yesterday afternoon. It has displayed "Updating category..." ever since.Attempts to refresh other catalog data now produce the message:"A catalog resync is currently in progress. Only one catalog resync can be run at a time."Resyncing an individual product also produces a red error notification.Is there a way to check, cancel, or reset a catalog resync that's stuck in progress? I'm using the Shopify integration and do not have access to paid support.The affected category is Collection: New Arrivals, and the missing products are: How I Show Love Tee Don't Make Plans Tee Don't Need a Hobby Tee

Hi, my marketing branded sending domain send.www.goodgutclub.co.uk shows as Verified, and all required DNS records (4x NS, site-verification TXT, DMARC TXT) show green/verified in Klaviyo.However, the Activate button stays greyed out, with the tooltip "Your domain records are still being set up. Please wait a few minutes and try again." It's been like this for over 48 hours. I've already refreshed, tried a different browser, tried incognito and paused my only live flow - Activate is still disabled. I have no scheduled campaigns, and this domain isn't used on any other Klaviyo account.I'm on a free plan, so I don't have access to live chat. ​@GabbyEsposito  ​@Temi O.  - could you please help escalate this and advise why activation is locked? Thank you SO MUCH!!   

Hi! I am wondering what counts as a profile when using the “Don’t show to existing Klaviyo profiles” in popup triggering logic. Since we’re integrated with Shopify and every Shopify user creates a new Klaviyo profile, does that mean that any current shoppers who aren’t subscribed will never see our form? Or does it specifically mean opted-in profiles are being excluded?How are suppressed profiles treated?The help center documentation doesn’t specify any of this info as far as I could find. Thanks!

Hi! My sending domain hello.gimmethoughtsbooks.com (Dynamic routing, DNS at Namecheap) shows as Verified, and all records have green checks: 4 NS records (ns1–ns4.klaviyo.com), the klaviyo-site-verification TXT record and DMARC (v=DMARC1; p=none).However, the Activate button stays disabled with the message: "Your domain records are still being set up. Please wait a few minutes and try again." It has been like this for several days.Things I've already checked:No other Klaviyo account uses this domain. I paused my only live flow and had no scheduled campaigns. Still couldn't activate.I'm on a free plan, so I don't have access to live chat. Could someone from the Klaviyo team check what's pending on the backend? Thank you! 

Hi Everyone,I wanted to have a conversation about spam attacks on one of our stores which has been happening more frequently in the last 2 months. We’ve had our deliverability rates impacted and even our active profile count has increased which has impacted billing.Support did help us with removing the profiles but this happens after the issue has happened and the damage has been done.Has anyone else faced this and can give us a hand?  Thank you,Anna

My WooCommerce integration is enabled, but completed orders are not appearing as purchase events in Klaviyo.Website: https://experiencebee.comKlaviyo Site ID: W8e8j4Klaviyo WordPress plugin: 3.8.3, activeFindings: A paid order completed July 27, 2026 is missing from the matching billing-email profile. That profile shows Started Checkout but no purchase events. Test order #16852 completed October 5, 2026 using a 100%-off coupon ($0 total). Its matching Klaviyo profile also shows Started Checkout but no Placed Order, Ordered Product, or Fulfilled Order. All five Klaviyo webhooks are Active. The test order’s order.created and order.updated deliveries both received HTTP 200 OK at approximately October 6, 2026, 01:55:36 UTC. The webhook destination’s account identifier matches my Klaviyo Site ID. Please investigate why these acknowledged order notifications are not producing purchase events, including whether orders going directly to Completed affect processing. Please also advise

Hi everyone,I submitted my OAuth app for approval more than a month ago, but the status still shows “Submitted for review” under Integrations → Manage apps. The app currently has 5 installs.Has anyone here recently gone through the app review process? How long did it take, and is there a recommended way to follow up or check whether anything is missing from my submission?If a Klaviyo team member comes across this post, I’d also appreciate any guidance on getting a status update.Thanks for your help!

Our branded marketing sending domain has been Verified for over 10 days, and all DNS records show green checks. However, Activate remains disabled and says the records are still being set up.We are not migrating a dedicated IP or click-tracking domain. Could a Community Manager check whether activation is stuck on the backend?

My marketing branded sending domain send.interruptedfitness.com has been configured since July 20, 2026. It shows Verified and all required DNS records show green in Klaviyo.However, Activate remains greyed out. Hovering over it says, “Your domain records are still being set up. Please wait a few minutes and try again.”This is now causing a deliverability problem. Microsoft 365 quarantined my Welcome Flow email as phishing because it could not verify the sender. I then tested with an unrelated Gmail account. Gmail placed the message directly in Spam and displayed: “This message isn't authenticated and the sender can't be verified.” Gmail also shows the message being sent via ksdn.klaviyomail.com.The Klaviyo Virtual Assistant confirmed that normal DNS propagation is unlikely given that the domain has been configured since July, but it could not identify what is preventing activation.This appears very similar to the issue reported here with a Verified branded sending domain and disabled

Hi everyone,We’re using the Klaviyo Salesforce CRM connector with Salesforce NPSP, with Contacts selected for syncing.Can someone confirm whether new and updated Salesforce Contacts are automatically synced to Klaviyo on the hourly sync, or do we need to manually click Re-import?

My Shopify integration shows Enabled, and historical syncing shows Complete, but the latest event in Klaviyo’s Shopify Placed Order feed is dated January 7, 2023. Shopify has current paid orders that aren’t appearing in Klaviyo.Here’s what I’ve tried:Selected Update Settings → Update Integration. The first attempt timed out. Tried again and received a green confirmation, but recent orders are still missing. Asked Kira for help but couldn’t identify a recovery procedure.What is the supported next step to restore ongoing syncing and import the missing orders? Are there specific checks I should perform, or does this require an account-level investigation by Klaviyo Support? 

Help! I completed the Deliverability Certificate and passed the exam several hours ago, however, until now, I haven’t received my certificate. 

Hi all,I'm on a Free plan account that hasn't sent a real campaign yet (still building out an email template). Whenever I use the template's Preview & test send feature, the UI shows "Your test message sent successfully" and the underlying request returns a 204 (success). But the email never actually arrives — not in the inbox, not in spam.What I've already checked:Tested with two different recipients: our company domain (Google Workspace) and a personal Gmail address. Neither received anything. Audience > Profiles: no profile or suppression record exists for either test recipient, so it's not a list-suppression issue. Settings > Domains: our custom sending domain shows "Verified" with all DNS records green (NS, TXT verification, DMARC), but the "Activate" button next to it is greyed out/disabled. Routing type is listed as "Dynamic." Campaigns: this account has 0 campaigns ever actually sent (only 1 draft exists). Billing overview: Email usage shows 0 of 500 sends used this b

Hi, I’m trying to find a plan that works but can’t reach human support. When i tried paying for the basic one just to be able to talk to a human, the payment failed.Again, i want to be become a paying customer but doing that seems like a herculean task tight now. Can a human being from the team pls help me here?

Flow = click support - “Your access to email support and live chat has expired. Check out plans for pricing and upgrade options.” I click on plans the options for support indicate that my free plan should have email support.  If this is not the case, then is my only option to select a $300 professional plan?  If so, then WTF, the basic of basics isn’t functioning on the site My issue is that ALL flows I have aren’t working correctly. No matter what I do, my edits to email messages do not update.

Hello Hope someone can help, still in the early stages of using my first form which everything seems set up As I cannot get support as my startup has expired and dont want to subscribe yet as it doesnt work :) I come here When submitting a formit adds to my list, but then after adding other emails it just stops. they add to the profiles so 100% form is working but they just decided to not add to the list. Which it worked before without touching anything so it is very strange Then of course I dont get a welcome email but that is linked to it not adding to list An extra problem I have is if I have a unique code with no fallback, it sometimes comes with an error and the customer wont see the code Lastly with my submissions that worked YAY!!!!!! they dont get a fallback email. I even set it to 10mins if they never bought anything so I dont wait days to see if it worked and not email goes to them.Just seems everything is stop start and nothing works 100% all the time If Support just on here

Por error habilite la cuenta de prueba y ahora quiero quitarla y que vuelva todo a un estado anterior a este pero no se como hacerlo si alguien me puede ayudar me dicen que contacte con soporte pero al tener un plan gratuito no me atienden

We successfully completed the integration of our WhatsApp Business Account with Klaviyo through Meta. Meta confirms that the account is connected to Klaviyo, and WhatsApp Manager displays “Integration: Klaviyo.”However, the process is stuck at “Linking phone number with Klaviyo.” Meta specifically instructs us to contact Klaviyo to resolve the phone number connection issue.In Klaviyo, under Settings → WhatsApp, we only see “Try WhatsApp for free.” We cannot access Sender Information, check the phone number status, or resume the existing connection.We do not want to restart the onboarding process or create another WhatsApp Business Account because the existing account and phone number are already associated with Klaviyo in Meta.Could a Klaviyo moderator please escalate this issue to the technical team so they can reset or complete the existing phone number connection?

A compromised Klaviyo login or exposed private API key can let someone view your customer data, send messages, or change your account settings. Here's a checklist straight from the Klaviyo security team for locking both down, including MFA, trusted devices, API key hygiene, user access, a monthly self-audit, and what to do if you suspect a takeover.What you'll learnHow to enable multi-factor authentication (MFA) for every user When to use trusted-device verification, and when not to How to protect private API keys and limit their permissions How to give every person their own login and the minimum role they need How to spot common signs of an account takeover (ATO) How to contact Klaviyo Support safely if something looks wrongWhy it mattersYour Klaviyo account can contain customer data, messaging content, integrations, profiles, lists, segments, flows, and account settings. A compromised login or private API key may allow an unauthorized person to view or change account data, send mess