Contributor I

Solved

Account Disabled - No reply from the compliance team

6 replies
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I’m a new Klaviyo user, starting at the end of June. On 8/13, I received notice that my account was disabled. Unfortunately, that email (and the earlier notices) all went to my spam folder, so I didn’t discover the issue until after the account was disabled.

Since then, I’ve gone through my account and completed significant cleaning and segmentation to ensure everything is aligned with Klaviyo’s compliance and deliverability standards.

I also emailed the Compliance Team with a detailed update outlining the corrective actions I’ve taken and requested a review, but I haven’t heard back — it’s now been over 48 hours.

Can someone from Klaviyo please help escalate this so my account can be reviewed and reinstated?

Account & billing

Byrne CAnswer

Community Manager

Hi @abe-paints,

Sorry to hear about your account being disabled. Seems like you took the right steps to ensure that your account can be enabled again! It’s likely that if you emailed the compliance team directly, the email went to an unmonitored inbox. The best way to reach out to them will be to create a support ticket via Klaviyo.com/support. That creates an email ticket that gets routed to our team directly. Let me know once you’ve done this, and I can double check to make sure the ticket is in the right hands, and being worked on by our team!

Byrne CAnswer

Community Manager

Hi @abe-paints,

Sorry to hear about your account being disabled. Seems like you took the right steps to ensure that your account can be enabled again! It’s likely that if you emailed the compliance team directly, the email went to an unmonitored inbox. The best way to reach out to them will be to create a support ticket via Klaviyo.com/support. That creates an email ticket that gets routed to our team directly. Let me know once you’ve done this, and I can double check to make sure the ticket is in the right hands, and being worked on by our team!

Byrne C

Community Manager

As a side, note, you should be able to access support via that link, even with your account disabled, but on the off chance that doesn’t work, you can submit an account access request here, which would serve the same purpose.

A

abe-paintsAuthor

Contributor I

Hi @Byrne C, thanks for your response.

Finding the right channel has definitely been a bit confusing! All support access has been blocked off since my account was disabled, so the support page only offers the help center resources and the chat bot (which didn’t get us anywhere).

The original email notification I received about the issue said “If you believe your account has been disabled in error, or if you have any questions, you can reach out to the Compliance Team by responding to this email.” — I tried that as well and it went to an unmonitored marketing email inbox.

I’d tried that account access contact form before as well, but I must have been signed out because now there’s an option for “Account disabled” that wasn’t in the dropdown menu when I visited the form a few days ago.

Phew! I submitted a request through that form and hopefully that gets things rolling now!

Is there anyway for you to check in the Klaviyo system to confirm for me when the request gets routed to a team member?

Byrne C

Community Manager

Hey @abe-paints,

I can confirm that your request has reached our compliance team and it’s in the right hands! They’ll email you back at the address you submitted in the ticket.

A

abe-paintsAuthor

Contributor I

@Byrne C thank you so much! Appreciate your help.

larawoodward

Problem Solver I

That sounds frustrating, I’d recommend following up with Klaviyo Support and making sure you’ve included all account details they might need. Sometimes checking your spam folder helps too in case their reply got filtered.

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