Accounts and Settings

Get help with managing your account and settings.

  • 539 Topics
  • 1,416 Replies
AndriyBoychuk
Rank
AndriyBoychuk
solved this question

change or delete account

You should contact the Klaviyo team and they will be able to do it. You can not do it yourself. here is the form https://www.klaviyo.com/can...
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S
Rank
sipcult
solved this question

How to edit the "Confirm your subscription" email?

Solution: You can find the form under Lists & Segments > Newsletter > Subscribe & Preference Pages > Email Confirmation
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Julie Hayes
Julie Hayes
started this topic

Multi-Account Setup

Multi-account is a feature built for clients who want to integrate multiple stores in Klaviyo using one login. To use this feature, you need...
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539 Topics

B
Contributor I
BrandyournameContributor I
asked in Accounts and Settings

Suspension with no reason

It was rather surprising, no prior notices requests and even email that says that your account is suspended (checked the spam folder as well).  We’ve had our account managed by professional email marketing team with more than 20 clients. No issues with emails, no high spam rate or something like that and the main thing - no warnings. Just a ban on our account as well as our email management team’s. That’s as customer unfriendly as it can possibly get.  Klavyio customer support has been contacted.  No idea what action to take now as there is no reply from their CS yet. 

5
chloe.strange
Community Manager
1 year ago
T
Contributor I
talhaContributor I
posted in Accounts and Settings

My account got disabled this morning without any reason

My Klaviyo account got disabled Named (Email Knights) I only used it to help my clients design emails and setup their flows.I didn’t send any spam email, my clients gave me access to that email now I’m stuck, I had access to multiple Klaviyo accounts that I managed for my clients.I even Contacted the Klaviyo support.Now I don’t know what to do.

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T
Contributor I
1 year ago
N
Contributor I
NlevinsonContributor I
asked in Accounts and Settings

Added Admin User in Setttings but they didnt get the invite?

 I’m trying to add a new user to the admin in Account Settings.  I’ve sent her several invitations and it’s not showing up in her inbox or SPAM. Who can help me fix this?

1
chloe.strange
Community Manager
1 year ago
Ivan Lee
Contributor I
Ivan LeeContributor I
posted in Accounts and Settings

So Klaviyo just disabled the account of myself and my whole team...

Have used Klaviyo for years. Have well over 20 clients whose account I manage. I’m not sure what state their account is in, but Klaviyo goes ahead and disables my account with no warning or anything.Sent in a few support requests. Tried to chat within their business hours, can’t seem to get a response. Can’t seem to get a clear response in the least.

1
Taylor Tarpley
Community Manager
1 year ago
C
Contributor I
CONSORTIUMContributor I
posted in Accounts and Settings

Why is Klaviyo support closed on a Monday

We had an urgent email send scheduled for today...and hit some glitches on pre-send testing.Klaviyo Chat Support is down all day.  Any idea why they can’t staff someone?

2
chloe.strange
Community Manager
1 year ago
J
Contributor I
jay_proContributor I
asked in Accounts and Settings

Why does customer service never respond?

This is probably the worst customer service I have ever encountered from any provider. \ Multiple service concerns in queue for 5+ days, a perfunctory answer on only one of them. Nobody ever answers chat. I have it up waiting for a response literally all day. What is going on where you can’t service customers paying as much for their email client as for the commerce site? 

1
David To
Community Manager
1 year ago
K
Contributor IV
kimmiaContributor IV
asked in Accounts and Settings

The issue of klaviyo billin plan

Hello, we have some questions about klaviyo's charges; we found that when we opened an email Billing that only supports 5,000 people, and we had 10,000 customers, and we split them into two 5,000 segments, I would can email them using my 5000-only billing plan, even though they're different users; so that means, even if I don't use a 10,000-customers-only mail plan, but a 5000- customers plan, I can still Send mail to all my  customers. What is the reason for this please? Is klaviyo billing plan based on the maximum number of  customers that sent in a single send?here the picture to prove this issue furtherly.And we find we only could send 50 000 email in next month, could someone pls tell the reason?

1
Taylor Tarpley
Community Manager
1 year ago
M
Contributor I
mazsupportContributor I
asked in Accounts and Settings

Why isn't the data in my account showing up anymore?

Our klaviyo is empty. It was visible till last night, and now it's completely blank in the morning.Campaigns. Flows, templates, and lists are no longer available. This is very shocking and not sure what to do? Tried multiple browsers, but same blank account. Chat is also unavailable at this time; if anyone can assist, please do so.

3
alex.hong
1 year ago
G
Contributor I
grillsupplyContributor I
asked in Accounts and Settings

Web tracking only works for myself, not for customers (added to cart, product view, active on site)

Hey, I have a shopify store and have implemented the added to cart, product view and active on site triggers as instructed.When I then tried to trigger the events, I noticed that the events are only triggered on myself.For example, when a customer cancels the shopping cart, nothing is displayed under klaviyo profiles.I have tried just about everything....The other triggers all work so far. Hope you can help me!ThanksDaniel 

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Dov
1 year ago
N
Contributor I
nick38429Contributor I
asked in Accounts and Settings

Won't bill

I am beyond frustrated. For days now I have been trying to process a new payment method, but Klaviyo won’t charge the card. My account is now suspended, and support is yielding zero response (chat and email after 2 days). Any help? 

1
alex.hong
1 year ago
A
Contributor I
AliceZContributor I
asked in Accounts and Settings

How integrate Klaviyo with Shopify Markets

Hello, i’m a new user of Klaviyo. I need to integrate Klaviyo with Shopify Markets, is it possible? Is the same way to integrate with Shopify? I can’t find a guide about it. Thank you. Alice

1
David To
Community Manager
1 year ago
W
Contributor I
Wild MustardContributor I
asked in Accounts and Settings

How to edit my partner profile?

Hey there community, I’m managing multiple accounts as a Klaviyo Partner, but since I began my business has rebranded with a new trading name and email address.When I’m registering my managed accounts, the old details are coming through for confirmation and new clients are getting confused.I’ve searched high and low but I can’t seem to find a way to edit my business name and email/login credentials without losing access to everything and starting over? Can someone please guide me in the right direction as this looks and feels unprofessional to me and would love to rectify it!Thanks so muchLisa

1
Taylor Tarpley
Community Manager
1 year ago
H
Contributor I
homerunpetContributor I
asked in Accounts and Settings

How to change the email avatar?

Hello I am using KLAVIYO to do email marketing and want to change this avatar, so when my customers see my email they will see my logo. Does anybody know where to set this in KLAVIYO?  

5
alex.hong
1 year ago
M
Problem Solver I
marctyson70Problem Solver I
asked in Accounts and Settings

How do I configure an Mageplaza extension to send my transactional emails via Klaviyo?

I am trying to configure a Mageplaza extension to send my transactional emails via Klaviyo, currently my transactional emails are being sent via my current email provider but I need the > Support Host name and IP Address > Port > Protocol > Authentication > Username > Password - any ideas how I go about this please?

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M
Problem Solver I
1 year ago
B
Contributor I
BlastedContributor I
asked in Accounts and Settings

Sending Domain/Link Tracking?

Hi everyone! I only have close to 5 people on my newsletter. If I set up a custom sending domain with link tracking would it go to spam since I don’t have many subscribers? Would I be able to warm my sending infrastructure with only 5 subscribers? Thanks! 

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alex.hong
1 year ago
B
Contributor I
BTGGContributor I
asked in Accounts and Settings

How do I remove a user from my account?

Several months ago I added an advertising agency as a user on my Klaviyo account.  Now that I am no longer using them, I want to remove them as a user, but there is no option to do it.  The only options are to change their Role.  I just want to remove them completely so they no longer have access.  https://www.klaviyo.com/account#users-tab 

4
David To
Community Manager
11 months ago
D
Problem Solver I
Daniel F13Problem Solver I
asked in Accounts and Settings

Custom Domain Mixup Question

Hi Community, We have multiple Klaviyo accts and while trying to set up custom domain sending for 1 acct, I accidentally switched it over to the other account’s domain. We’ve since switched it back to its original settings, but I was wondering if it now requires me to start a warming period again with the account, even though we’ve been sending through this domain for 6 months already. Grateful in advance for any direction with this. -Daniel

4
D
Problem Solver I
1 year ago
jemmaoleary94
Klaviyo Employee
jemmaoleary94Klaviyo Employee
posted in Accounts and Settings

Recap discussion: Consent and Preferences: Best Practices (Europe)

Adhering to European best practices regarding consent, preferences and unsubscribes is crucial in order to establish a strong sender reputation and maintain good deliverability. In this training we will walk through all the features in your Klaviyo account that need a little extra attention when it comes to consent and preferences, so you can ensure that your customers are only hearing from you exactly when and how they want to. In this session, we cover: What double-opt in is and why it's important How to apply double-opt in to your main list How to structure your preference pages so that customers can make decisions about when to hear from you Best practices for unsubscribe link placements and what happens when a customer unsubscribes  ADDITIONAL RESOURCES Guide to Collecting GDPR Consent Understanding Consent in Profiles Guide to collecting SMS consent Guide to unsubscribes in KlaviyoGuide to understanding preference pagesGDPR: https://gdpr-info.eu/ Have a few moments and want

0
jemmaoleary94
Klaviyo Employee
1 year ago
The Token Shop
Contributor IV
The Token ShopContributor IV
posted in Accounts and Settings

Upcoming Changes to Email Tiers

Last week Klaviyo sent out an email to some of their customers informing us that our email tiers were about to change. We wanted to let you know about a change to Klaviyo’s pricing. Klaviyo's email tiers will no longer offer unlimited email plans. We are adjusting this to match our higher pricing tiers. Effective April 11, 2022 your current plan will have an email limit of 10x the profile limit.We have been a customer for 4 years on the 40,000 profile plan. We spend $600/mo to send Unlimited Emails. Because we have been allowed no limits on this plan, our current email marketing strategy includes over a dozen highly customized flows which span the course of an entire month to allow a once per month marketing calendar refresh. We send just over 2 Million emails per month with a 25% open rate which converts to just over 30% of our total revenue. Klaviyo is a big part of our business.  This should have no impact on you or your business, as you will still be able to send emails to your cus

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G
Klaviyo Employee
1 year ago
The Token Shop
Contributor IV
The Token ShopContributor IV
posted in Accounts and Settings

Changes to our email tiers...

We have been a loyal Klaviyo Customer for nearly 4 years! We have an email list of 59,000 customers. We use the platform for both transactional emails and marketing sends. We send on average about 2 Million emails per month. We have 12 active flows that range from abandoned carts to new customer welcomes! We have been paying $600/mo for the last 4 years and just got a notice that we would now only be allowed 400,000 emails per month at that price...that is an 80% reduction in our send volume for the same price...that means that each of our 10 sends per month will cost $60...make them count!The really frustrating part of all of this is that we were given 30 days notice to figure out which 1,600,000 emails per month we were willing to give up...Klaviyo accounts for up to 34% of our monthly revenue...so that is a tough decision...the alternative??? Move to a $2,100/mo plan to be able to have all of the same features and send rates for 4X the price…. Ridiculous!

3
David To
Community Manager
1 year ago
T
Contributor I
tk14Contributor I
asked in Accounts and Settings

A second Partner Academy Certification after 2nd (successful) try

I have passed the Klaviyo Partner Academy Certification on the first try and received it via Email.Now that I have taken it again and achieved a better score, I was wondering if it was possible to get a new certificate including the improved score since a LinkedIn Link with a good score was my goal. Thanks for all the help in advance!

1
Anni.Kim
Klaviyo Employee
1 year ago
S
Contributor I
SachinYadav101Contributor I
asked in Accounts and Settings

I have complete Klaviyo Product Certification but didn't received any certificate

I passed klaviyo Product Certification Exam by 84% but didn't got any certificate. 

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L
Contributor I
1 year ago
F
Contributor I
FransalContributor I
asked in Accounts and Settings

Can't bulk suppress profiles

I have two issues: Number 1 - I linked up Mailchimp with the Klayvio account and synced the contacts, but in Klayvio it’s not showing people who have unsubscribed as suppressed? There is no one in the suppression list for that segment. Number 2 - when I try and do a manual suppression Klayvio is not giving me the option to bulk upload a suppression list. The button which should say ‘upload a CSV file’ is not there, only the button which allows you to upload individuals to the suppression list. Can anyone help me out?

1
Bobi N.
Partner - Platinum
1 year ago
A
Contributor I
Alma MedinaContributor I
asked in Accounts and Settings

From email address set up after DNS is verified

Hi, I just verified my DNS but I’m not sure what is now my new From “email address”. Should I just place any prefix? 

2
A
Contributor I
1 year ago
A
Contributor I
AbdelkrimContributor I
asked in Accounts and Settings

Where to set up view web tracking code in shopify 8.2.0 ?

Hi there,In this store I didn’t find any product.liquid file as you can see that in image below:Where should I put the snippet code?And i don’t have custum liqquid section in my store ?Please help me. Thank youTheme version 8.2.0!  

1
alex.hong
1 year ago

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