Adding Users to an Account - Not Working Properly?

Question

Hi All!

I have a kind of weird issue going on, I’m hoping someone will be able to understand it. So my agency manages several clients’ Klaviyo accounts, and I would usually log into my coworker’s account, who has access to all of the clients.

Last week, I went in and added myself as an admin for all of these clients, so that I wouldn’t need to login to my coworker’s account every time. Well, it did give me access, as I can see the accounts in the drop-down when logged in to my account. However, when I click on any of these, it acts as though that account is brand new, and wants me to set up everything for each client. Obviously the accounts are already set up, so I’m a little scared to touch anything when logged into my account, as I don’t want to accidentally wipe any of the data. Thoughts? I’m happy to clarify further.

David To · Accepted Answer

Hello @SamuelKow,Thanks for sharing your question with the Klaviyo Community!When you say you are logged into your client’s Klaviyo account and is “acting as though that account is brand new, and wants me to set up everything” are you being greeted bythe Klaviyo setup wizard? If so, this may mean you may have inadvertently created a new Klaviyo account linked and associated with these various accounts. This can happen a number of ways but most commonly occurs if you are launching the Klaviyo app from an ecommerce’s app launcher as opposed to logging into your account from the Klaviyo.com website.To resolve this, I would recommend taking either of the recommended solutions in the below Community posts to resolve the issue:In addition, did you already have apre-existing Klaviyo login credential? Since it sounds like you logged into your coworker’s Klaviyo account to add yourself as a user to these accounts, are you adding the email address associated with your pre-existing Klaviyo login credentials? If you had entered a brand new email address, you’ll need to setup this new Klaviyo login credential/user account with several verification questions and confirm your email address in order to gain access to the account. You can also find more information about multi-account access and find steps to add users to an account from theHow to Add Users and Manage PermissionsandAbout Multi-Account User PrivilegesHelp Center articles.I hope this helps!David

SamuelKow · Answer

Thanks David! I was doing everything through Klaviyo and not shopify, however, I was able to get it working. Essentially I logged out and in again, and because it was a new account I set up for myself, it needed me to confirm my email. When I confirmed, it gave me the access I needed.

Thanks again!

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