Accounts and settings

Hi Klaviyo Community,I'm facing two issues with my Klaviyo pop-up sign-up form and hoping someone can help.Issue 1: Profiles are merging automaticallyEvery time a new profile is created from my pop-up form, it gets merged into an existing profile. I don't have any deduplication rules set up, so I'm not sure what's causing this. I also can't find a merge history to see which profiles have been merged.My setup:Pop-up form created in Klaviyo Integrated with Shopify store No manual deduplication rules configuredHas anyone experienced this? What could be causing automatic merges?Issue 2: New profiles showing "Never Subscribed"New profiles are being created and added to my list after form submission, but their subscription status shows as "Never Subscribed." This means I can't send them marketing emails even though they signed up.I'm not sure if I'm missing a consent checkbox setting on the form or if there's something else going on.Questions:What causes profiles to merge automatically witho

Hi,My marketing branded sending domain send.orivaro.com shows as Verified, and all required DNS records show green/verified in Klaviyo.However, the Activate button remains greyed out, including in the three-dot menu. I have refreshed the page and verified the DNS records successfully.My emails are therefore still being sent using Klaviyo's shared sending domain, and Gmail is placing my double-opt-in confirmation email in Spam with an authentication warning.Could a Klaviyo team member please check the domain/account state and advise why activation is unavailable?Thanks.

Hello, My Klaviyo-hosted landing page URL is still using my old brand name: https://sirena-swimwear.myklpages.com/l/T6ze3w I have rebranded and need to update the hosted landing page subdomain from sirena-swimwear to my current brand name, Ban-dia. I’m unable to access ticket or chat support from my account, so I’d appreciate guidance on:whether this subdomain can be changed how to request the change whether existing landing page links will redirect or need to be replaced manuallyThank you.

Hi, I added NS and TXT records to my domain provider, GoDaddy. My domain is studio336.com and I was trying to set up for hello.studio336.com and help.studio336.com. They were marked as verified on Klaviyo. I received a notification saying it was ready to activate. When I click the notification it takes me to the page where it shows my sending domains and their verified status but the botton to activate is greyed out. When I over it says it’s not ready yet to try again later. It’s been a month now. It shows that my DNS records are not found when I look up on MXtoolbox. but I have verified that everything is correct on both sides. I’ve also cleared cache and used an incognito browser. What am I missing?

Hello.We left Klaviyo some time ago because you were experiencing massive issues with the T-Online ISP and T-Online mailboxes.The proposed solutions, workarounds, negative reputation issues, and hard bounce problems were not acceptable to us, which is why we moved away from Klaviyo at that time with more than 60 Klaviyo customer accounts and switched to another service. Unfortunately, your Klaviyo help article regarding Klaviyo and T-Online has been unclear from the very beginning, and there is also significant uncertainty in the forum. The topic of CSA certification has also been officially addressed by you in numerous forum posts, with the promise that you would implement soon it, apply for it, and obtain it. Years later - no solution, nothing happend, no results. No feedback.  To date, neither of these points has been fulfilled nor clearly communicated:1. Does Klaviyo have a valid CSA certificate, or is a valid CSA certificate expected in the foreseeable future?Please do not respond

Hey all,Hoping someone here has run into this or can point me in the right direction, because I'm going in circles trying to get help.The bug: The SMS unsubscribe link is displaying the wrong logo, it looks like one of our partners' logos scraped from out website rather than ours. I've already updated our logo on the Sender Information settings page, but the change isn't showing up on the live unsubscribe link, and i cant start sending SMS with this mistake.The circles: I tried going through /support, but it says my access to email support and live chat has expired, with a link to upgrade plans. When I check the billing page though, it shows I'm on the Standard plan with the "Success and Support" package included at $0, so I'm not sure how i can even upgrade to get support on this bug. I also tried the virtual assistant, but it couldn't answer basic questions about this.Has anyone else seen the wrong-logo issue on SMS unsubscribe links, or knows a workaround? And if anyone knows the ri

Hi All,I have successfully added all required DNS records for my domain cabilion.com and the status shows as 'Verified' in my Klaviyo account. However, the 'Activate' button remains greyed out and I am unable to click it.I have already tried the following:- Refreshing the page (including hard refresh)- Using a different browser- Using an incognito window- Clearing my browser cacheCould somebody please help me activate my sending domain?Domain: cabilion.comThank you!

Just wanted to flag and raise concern regarding the way the “replace” button has been buried behind the 3 dots settings. This is NOT making our work easier and I understand you want to push the remix AI but this is not it. It just adds friction. Please bring the old buttons back   

Whoever's idea that was, it definitely wasn't a designer's. My guess is that it was the AI team pushing AI features, and they thought, "We don't really need the ‘Replace Image’ button."It was an incredibly poor decision.Klavio, when you're making changes to the editor, which is primarily used by designers, why not consult the people who actually use it before making those changes?

Hi there. We’ve just started working with a client who has a highly seasonal business, so for several months of the year reverts their Klaviyo account to a free plan, until they need to start emailing profiles (likely to be August).They’re getting traffic to their website all year round so we’re trying to capture users who might want to sign up out of season, but as the account is still on the free plan, and they’re over the 250 free profiles, we can’t launch a popup or embed form until the account goes paid. We’re therefore trying to use the default subscribe page, but any time we add test submissions, they don’t enter the database. Can anyone please advise? From what I can see from Klaviyo’s billing information, it’s possible to capture additional profiles while on a free plan, but I’m wondering if this is the blocker? We’ve tested from various platforms, IP addresses, email addresses etc etc. Any suggestions very welcome please. Thanks!

Hi everyone,I’m stuck and really need some help from the experts here. I am trying to resolve an urgent data and billing issue before a team meeting tomorrow morning.My Situation: The Goal: I recently cleaned our database and migrated our 1,617 true, active subscribers via a CSV export from Omnisend. The Problem: Today, we turned on the Shopify integration. The automatic sync instantly pulled in thousands of historical checkout records. Current Dashboard Metrics: Total Profiles: 8,110 Active/Email Profiles: 6,500+ Klaviyo is now reading our account at the 6,500+ billing tier, but our actual marketing list is only 1,617 profiles. The rest are historical Shopify transaction logs that we do not want to mail to or be billed for.I tried building a segment using Properties about someone $\rightarrow$ How they joined/Initial Source to isolate the Omnisend import, but the rules are returning errors/unavailable labels.My Questions for the Community: What is the fastest, cleanest wa

Hi there, I am trying to create a popup signup form for my WordPress website. We don’t have WooCommerce installed; it’s just a generic WordPress website. We have already integrated it with Klaviyo, and I am not sure how to create an embedded signup form that pops up at certain conditions. Thank you. 

Hi Klaviyo Community,I'm having an issue with my welcome flow ("Collectors Club — Welcome", flow ID: XZ5Cv3) where all flow emails show as Skipped despite Smart Sending being turned off and no profiles appearing in the suppression list.After investigating, I found that the profile info@timpearsonholdings.com (profile ID: 01KSSR3C5PQCXYXKBPCHMF3GHA) was suppressed via BOT_PROTECTION on 29 May 2026. All of my test signups have come from the same IP address (84.9.68.125), which appears to have been flagged as a result. When I tested a signup from a different IP, the welcome email delivered immediately — confirming the IP flag is the cause.All activity from this IP is me (the account owner) testing my own setup. Could someone advise how to get this flag cleared, or can a Klaviyo team member assist?Account: Print of the Day — account ID: Rru5rCThanks, Tim Pearson

Found an email to email my issue to, thanks!

If you want my money you should fix your system. cant upgrade my plan, and can not even talk to support because i need to upgrade to talk to them. so i need to post it here. 

Hi ​@GabbyEsposito, thanks for your reply! This is good to know, thank you.We went to approve the MCP Connector through our Claude account and it’s unclear how you restrict access for Claude. See image below - you can’t untick options? How and where are access permissions managed please - it says under Integrations, so is that via https://www.klaviyo.com/integrations? (or on the Claude side)Thanks! 

What an utter joke of an experience to start with!Trying to upgrade my account and I get an “Unable to Checkout” error. I have tried four cards all with sufficient funds. All get the same error.Tried to contact support. I cannot do that until I upgrade my account. AI chat bot keeps telling me to try again.Tried to contact support via the Shopify app support button and got an email to say I have to use a paid account to contact support.Leaves me feeling like this company isn’t capable of doing what I am trying to pay it to do because I can’t solve a simple issue!

I’m running into a weird issue with the Klaviyo Facebook/Instagram integration and wanted to see if anyone else has experienced this.My Meta/Facebook integration was working before, but now Klaviyo loses Facebook authorization when a user sends the configured keyword in a Facebook/Instagram chat automation.I already tried the basic reset steps:Removed the Klaviyo/Facebook connection Removed Klaviyo from Facebook Business Integrations Re-accepted the Meta Custom Audience terms Reconnected the Facebook/Meta integration from scratch Confirmed the page is tied to my personal Facebook account through a Meta Business PortfolioThe strange part is that it seems to break specifically at the keyword step.Current behavior:Klaviyo/Facebook shows connected. A user sends the configured keyword in chat. Klaviyo/Facebook authorization breaks or becomes disconnected. I reconnect the integration. If that same user then sends their email address in the same chat thread, the email capture works and author

I've submitted multiple support requests but received no response. I need help deactivating a Shopify integration on an old account I can't access. Please help!

I got an email from them about “Marketing Agent”. I clicked to learn more. It opened a flow like I was creating a new account and at the same time DELETED LITERALLY EVERYTHING I’VE DONE! It set me back to a free account, all of my contacts and flows are gone, their support SUCKS. I have worked with Omniflow and Mailchimp and both were so much better interfaces, better support, nothing like this would have ever happened. WHY do so many people say Klaviyo is the app to use? This is horrible!!

We created an account with Klaviyo to test the software.It didn’t perform as expected and support was non-existent, so we did not activate or use the services.Unfortunately, setting up the integration imported all of our clients and now it seems Klaviyo is messaging our clients about things we did not request. I myself just received a message about following our studio on social media. We never activated that campaign or flow at any point.I am eternally grateful we never activated with Klaviyo - but the fact that we are being punished with legacy automations we didn’t activate is pretty wild.Your sales team has been sure to check in with me every 6 months to tell me all the stuff that didn’t work last time will work this time (it doesn’t) but I can’t get in touch with support for problems with your software.I appreciate you generating problems for me to solve - I suppose I’m not busy enough - but I’m asking you to provide solutions, not problems.Thanks,

I recently joined Partners and set up my login for the account. The first time I logged into my regular account to manage client work, it kicked me out for a wrong password. I reset it, then got kicked out my Partner account for wrong password. And so on… I thought the two were completely separate?

13 campaign emails were sent in the month of October, 2025. It was sent to few segments, but when checking the ‘Lists & segments section, I don't see any segments. There are 8 users in this account. So, I wanted to check if anyone has deleted the segment. But the activity log also doesn’t show data before November 11, 2025. Is there a common reason for this, or another way to access historical segments?The images below shows the activity log issue. It says “Data is available starting November 11, 2025.” 

I am currently not on a paid klaviyo plan (I had an active account but I put my store on temporary hiatus which is why I’m currently on a $0 plan). However I will soon be on the paid plan in the future. My question is, I have created a new pop up form and linked it to my website. If customers enter their email into that form, will their email still be stored in the list for when I later join the paid plan?I have tested it out by putting my email in the pop up form, it says 2 emails submitted, but in the profiles section my emails dont show at all. So just wondering if I really do need to buy a plan to keep these email, as I want to build it before I actually switch on my store again. I currently dont want to pay the monthly plans as I am not sending out any campaigns within the next 3 months, so it would be a waste of money for me

How do you recommend handling retail and wholesale customers under one Klayvio account?