Accounts and Settings

Get help with managing your account and settings.

  • 538 Topics
  • 1,413 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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538 Topics

M
Contributor I
MohamedContributor I
asked in Accounts and Settings

Seeking Advice: Requesting a Same-Day Refund from Klaviyo for Monthly Subscription

Today, I was charged for my monthly subscription with Klaviyo. However, I intended to cancel my subscription before the invoice was generated. Due to unforeseen circumstances, I was unable to cancel it in time. I'd like to request a refund from Klaviyo as I no longer require their services, and I believe that since the invoice was generated just a day ago, it would be reasonable to expect a refund.Unfortunately, I haven’t been able to find a way to contact them.I wonder if you have experienced a similar situation with Klaviyo or other subscription-based services. If so, could you please share your insights on the following:What is the best approach to request a refund from Klaviyo in this scenario? Should I include any specific points in my refund request to make it more persuasive or effective? Did you successfully obtain a refund in a similar situation? If so, how did you manage to do it?Any guidance, advice, or shared experiences would be greatly appreciated. I believe this informat

2
Taylor Tarpley
Community Manager
5 months ago
R
Contributor I
RodrigoDanino98Contributor I
asked in Accounts and Settings

Klaviyo not working

Hi everyone, since yesterday my account is not working. I can’t create, clone or modify an existing campaign, flow or segment.I’ve tried reaching to customer support but it’s also not working.Anyone is having the same issue?

4
R
Contributor I
11 months ago
D
Contributor I
DeHomeContributor I
asked in Accounts and Settings

Account removal

Hello how I can remove 2 accounts from my profile and leave just one?  

6
alex.hong
1 year ago
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Contributor I
aabuhannaContributor I
asked in Accounts and Settings

Live Chat Not Working - Defaulting to ChatBot

Hi,I am using a paid account for our business and all of our clients are on paid accounts, as well. For the past week the Live Chat has been sending us to a Chatbot instead of a human agent. What is causing this? Is Live Chat gone or has something happened that is sending us to the chatbot and not a human?This has been a bit of an issue as we’ve been trying to resolve a couple unique things for one of our clients.

7
chloe.strange
Community Manager
6 months 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
adziv
Contributor I
adzivContributor I
asked in Accounts and Settings

How do I add my team members in partner portal?

I added one of our agency manager few days ago and no I couldn’t find it in dashboard/account. Why can’t you guys make it simple and put it in sidebar or top nav bar for easy navigation?

3
Taylor Tarpley
Community Manager
3 months ago
E
Contributor II
EstherContributor II
asked in Accounts and Settings

Why is Does My Billing Plan Upgrade Seem Incorrect at Checkout?

My current subscription is $60 a month, and I want to upgrade to $80 a month. The order shows $80. Shouldn't I only need to pay $20? Why does it show that the payment is $80?

2
Taylor Tarpley
Community Manager
2 years ago
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Partner - Platinum
kellystymiestPartner - Platinum
asked in Accounts and Settings

How to switch an account from Archived to Active in the Partner Portal?

A few of our accounts got archived that are still active. Can someone advise how to switch an account from archived to active? Thank you in advance!

3
David To
Community Manager
2 years ago
B
Contributor I
BeaContributor I
asked in Accounts and Settings

Do paid accounts have access to live chat?

Why is it that i have no access to chat support when on the paid plan it says that I am eligible for this service

3
E
Contributor I
5 months ago
J
Contributor I
jeanniehindContributor I
asked in Accounts and Settings

Using Forms & Flows on a free plan

Hey guys, i’m a little stuck here and wonder if anyone has any ideas…I was using a free plan and our forms and flows were working well but they now aren’t adding to the list and the flows aren’t working either. I was sure Klayvio said this would be fine but i’d pay if I wanted to send emails to our 8k subscribers but is that incorrect and to use them I need to have a paid profile? We run events only 2x a year at the moment so theres no real need to pay the fees year round so i’m just trying to understand if we move platforms or if i’m missing something.  thank you  Jeannie 

2
Taylor Tarpley
Community Manager
5 months ago
S
Contributor I
SamAbbottContributor I
asked in Accounts and Settings

Question Mark favicon in Gmail

When sending campaigns/emails from Klaviyo the favicon in Gmail is appearing as a red question mark which automatically looks like spam.After speaking to Klaviyo support they suggested setting up a BIMI in google, you have to this do by obtaining a VMC which is not cheap.Has anyone found an easier solution to this which ideally doesn't cost $1500 every year?

2
S
Contributor I
7 months ago
J
Contributor I
JefeContributor I
asked in Accounts and Settings

Unable to log into Klaviyo...

For the past few hours I’ve been unable to log into Klaviyo to work on my clients’ accounts. Using Klaviyo.com/login takes me to this page: https://www.klaviyo.com/conversations/smsI’ve used Incognito pages, separate computers, different browsers, etc. and have the same result. Going through the ‘login’ link on Klaviyo.com (or the Account button on the same page), after entering user name and password, plus going through the 2-step authentication method as usual, leads me to this page: https://www.klaviyo.com/dashboard but the content of the page is a 404 Page not found page on Klaviyo.com.I would normally try support from within the app, but I can’t get in there to use it, and the options for the support form access don’t cover this situation (my account is not disabled, since Klaviyo still thinks I am logged in!) and none of the other options apply. Anyone here have suggestions on what I can do next?

1
J
Contributor I
1 month ago
G
GTR1978New Member
asked in Accounts and Settings

Where do I access Chat support if I'm a paying customer? - Double opt-in email is not my brand experience

I purchased a subscription and don’t have access to chat support since I want to disable double opt-in because I can’t for the life of me find where this confirmation email is pulling from. It  is from a different brand. Check out the screenshot: https://prnt.sc/10hegom Please enable my chat support and disable the double opt in since it is incorrect and not my brand. 

4
cassy.lee
2 years ago
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Contributor I
Steve0603Contributor I
asked in Accounts and Settings

Does Klaviyo have an affiliate program or something ?

Hey there.I’ve got an email list and my follwers are e-commerce brands and also freelancers who want to get better with email marketing e-commerce.I was wondering if I could try to get them to use Klaviyo using my affiliate link ? Does Klaviyo have an affiliate program or something ? Thanks.Steve.

1
Ashley I.
Partner - Silver
1 month ago
M
Contributor I
MasContributor I
asked in Accounts and Settings

magento2 periodic sync has failed

Hello , We are syncing the historical data in our website.The first time when we sync the data it failed at around 99.3%. So again we have started the sync process but it has again failed at around 99.8%. Due to this, we are getting error notifications in our Klaviyo account. Please find attached screenshots for more info. Can you please check and let us know the issue? 

1
stephen.trumble
Community Manager
1 year ago
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Contributor I
puckmanContributor I
asked in Accounts and Settings

No Support for Integrations

We run an ecommerce marketing agency.  We are trying to integrate our clients stores with Klaviyo.  We were told Klaviyo was great.  We can not get any support for Klaviyo, and the Shopify integration appears not to work. Does Klaviyo offer support to higher paying clients.  Has anyone else had a similar experience?

9
cassy.lee
2 years ago
H
herastudiosNew Member
asked in Accounts and Settings

How do I access Live Chat if I'm on a Paid Plan and my account is disabled?

My account has been disabled for 2 days and I’m still waiting to hear back from the Klaviyo Support Team. I am on paid plan but as my account is disabled, I am not able to sign in to hop on live chat…  Can someone from the support team get back to my request via email hello@hera.studio ASAP or advise here?  

3
cassy.lee
2 years ago
C
Contributor I
consultant77Contributor I
asked in Accounts and Settings

Access Client Account With Disabled Account

Hi This is urgent as my client is waiting on me!I am a consultant and a client gave my access to their Klaviyo account. Previously, another client had given me access to their account. Now when I try to log into Klaviyo, I get a message saying my account has been disabled and the previous client’s name is shown on the right top even though I tried to log in with the current client’s access button. I have written to support. My question is  How do i enable my Klaviyo account? How do I then access my current client’s account( the invite is already in my email)Please Help! 

1
David To
Community Manager
1 year ago
B
Contributor I
BjoernContributor I
asked in Accounts and Settings

Account has just been disabled

My account has just been disabled, even though I had it verified by a Klaviyo employee from the Success Team last Friday and was assured that I could send my campaign today (Sunday) without any problems.We want to release a new product today and I don't get any feedback from the support team via email.I am slowly running out of time and the project seems to be falling through.If anyone can help me, I would be very grateful!

1
Dov
2 years ago
O
Contributor I
OrangeContributor I
asked in Accounts and Settings

Auto-upgrade disabled but still being billed

Dear Sir/ MadamWe're from OrangePrints and we would like to get more information that why our  Auto- upgrade has been disabled for our account. But we're still deducted in this month. And please send us an available email to contact because we have sent a lot of emails to your contact mail but didn't get any responses.We look forward to hearing from you soonRegards,Orange

3
David To
Community Manager
1 year ago
U
Contributor I
UniquePrintsContributor I
asked in Accounts and Settings

Change Accounts phone number

Hello,  I wanted to update the payment method and then a 6-digit-code is send to a phone number. I dont have access to that number anymore. In the settings I cant find anything to change the number and two factor authentification is turned off anyway.  Can you help me with that? I cancelled my Plan and now I cant ask directly in the chat wich is very sad… Sincerely Mike

1
chloe.strange
Community Manager
7 months ago
J
Contributor II
Janice22710Contributor II
asked in Accounts and Settings

I was told I would be contacted for a potential refund, but haven't heard back?

I closed my site, but kept my Klaviyo account as I want to do the trainings offered. Before downgrading I opened a case with Klaviyo asking for a refund for a charge for a month that should not have happened. I have a case number. I was told it would take time. I downgraded my account to a free one which means I cannot contact support. Support closed my case without responding and I cannot open a new one since I now have a free account. Is there any way to get Klaviyo’s attention since I have no way of contacting them without paying now?

6
J
Contributor II
5 months ago
E
Edo1908New Member
asked in Accounts and Settings

My account is disabled for manual review

Hi, my account has been disabled 27th March, today is 31st. I have received an e-mail from Klaviyo that said that they had to do a manual review of my shopify web site and they asked me the password to log in. I believe I had the password enabled in the store, but now I have removed it. They didn’t say anything more, please help me. My account is still disabled.

2
marissanunez
2 years ago
J
Contributor I
jarrkotContributor I
asked in Accounts and Settings

Account disabled

my account just upgraded 400$ less than 6 hours but why when i log back in, it says my account is locked, i need to know the reason, my friend's account is also in this situation

3
David To
Community Manager
2 years ago
R
Contributor I
reneewood8Contributor I
asked in Accounts and Settings

Re: What's happened to Klaviyo Support?

I’m just curious why it’s so hard to get support from Klaviyo? The chat is often offline  during normal business hours. Support email tickets are slow in being responded to and often the replies are sporadic and not actually helpful in addressing the problem.  Klaviyo is a top knotch email provider in  my opinion, but the inability to get support is so disappointing.Can anyone shed some light on this?  Is it a temporary staffing issue? I want to be a raving fan, but….I can’t get anyone to help with this fabulous platform.

1
alex.hong
1 year ago

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