Accounts and Settings

Get help with managing your account and settings.

  • 443 Topics
  • 1,146 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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443 Topics

E
Contributor I
edtauContributor I
asked in Accounts and Settings

I recently upgraded my account, will subscribers be sent flow emails they should've received before I upgraded?

I hit my allowable profiles limit yesterday and upgraded to the next tier today.There were about 50+ contacts yesterday who signed-up after I hit my limit and before I upgraded and they weren’t sent any emails from the flow they were assigned to.Now that I’ve upgraded, will these 50+ contacts be sent emails from their flow, or do I need to manually do something? 

2
Taylor Tarpley
Community Manager
1 year ago
JustJassy
Contributor I
JustJassyContributor I
asked in Accounts and Settings

Preview Image

Hello! I have been receiving promotional emails with an image along with the subject line. i have seen this only in Gmail. Not emojis, but image preview right below the subject line portion in the inbox preview The emails are much more catchy with this. I have been checking google for a while to see what this feature is called but could not find any clue on the same. Any information on this is Greatly appreciated.I attached a sample here.Thank you! 

1
retention
Partner - Platinum
1 year ago
J
Contributor I
jackloContributor I
asked in Accounts and Settings

Chat is not available on my account [Oct 8, 2021 Service]

The live chat feature is not available on my account. 

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

Does a customer have to be logged into shopify plus account for web tracking

Does a customer have to be logged into shopify plus account for web tracking, if we already have their email?  We have numerous customers that are in our Shopify Store (with an email address) that do not have “accounts”. According to the Guide to Web Tracking,  there are only 3 ways we can track someones behaviors:If someone has, at some point, clicked through a Klaviyo email to your website If someone has, at some point, subscribed/opted-in through a Klaviyo form If someone has, at some point, logged into your site and you have identify tracking installedDoes it really mean that they have to be “logged in” to an account, or are we able to still webtrack as long as we have information on them in Shopify?

1
Dov
1 year ago
C
Contributor I
cskinContributor I
asked in Accounts and Settings

2 Step Authentication- will not disable

Hello, It has now been 5 business days since i have emailed Klaviyo support to disable my two step authentication. No one has gotten back to me. I am the owner of the account, nobody else has access to the account. How long does it take for support to get back to you. I am running out of recovery codes.   

1
alex.hong
1 year ago
P
Contributor I
peekabooContributor I
asked in Accounts and Settings

Maximizing All of the Emails in our Database

Hello! The company that I work for has over 10,000 active profiles in our database and our emails are reaching less than half of that number. Is there a way to either A) reduce the number of profiles that we cannot reach or B) get those profiles back on our emailing list? Seems like a simple issue to resolve but I can’t figure it out! Thanks in advance (:

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

Why my payment card was declined?

Hello, Why my payment was declined? I’m using my Paymaya account and has a credit that can cover the Plan cost. please advise. Thank you

3
David To
Community Manager
1 year ago
Julie Hayes
Julie HayesKlaviyo Alum
published in Accounts and Settings

Multi-Account SetupTutorial

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 to create a separate Klaviyo account for each store using the same email address and password. This allows you to track each account without having to log out and log back in using a separate email address. Rather, you can toggle between accounts through the switch option on the upper right of their account.The multi-account feature also extends to your team. Any member on the team can be added as a new user to multiple accounts with their primary address. Once added, the team member will have the ability to toggle between each account on the upper right corner, similar to how the account owner would toggle.Learn more about Multi-Account User Privileges here.  

44926
E
Contributor I
1 year ago
D
Contributor I
DivineSynergyContributor I
asked in Accounts and Settings

Account Disabled

My account was disabled after I had someone from fiverr build out some flows. How can I get my account restored? 

1
Dov
1 year ago
P
Contributor I
PaqnaContributor I
asked in Accounts and Settings

Global Cloudfront edge locations to improve popup speed?

We are using the Klaviyo pop up signup forms and noticed that the images we upload to be part of the form load from the LA cloudfront edge LAX50-C1 however we are in Australia.Does Klaviyo only use the LA cloudfront edge?Can we get Australian enabled as well, as an Aussie business, all our customers would be better served from an Australian cloudfront edge location?

1
David To
Community Manager
1 year ago
R
Contributor IV
Rishabh20Contributor IV
asked in Accounts and Settings

Change timezone in Klaviyo

Hi all, I’m not seeing my local time in my klaviyo account. How to fix this?

1
retention
Partner - Platinum
1 year ago
royaumedestortues
Contributor I
royaumedestortuesContributor I
asked in Accounts and Settings

Why is my Account Under Review by the Compliance Team?

Hello, 3 days ago my account was disabled i dont know why ? Message is ““Your account is under review by our Compliance Team. We’re sorry for the delay - to make sure all senders have a great experience, we perdiodically review active accounts. You should hear from us within one business day” So im waiting i need to understand why, i paid for this app and its not working..

10
Taylor Tarpley
Community Manager
1 year ago
C
Contributor I
CarlosVContributor I
asked in Accounts and Settings

Why is my account disabled, and why is it taking so long to be approved?

Hello, I have already tried plenty of things and replied several times to you guys, but untill now I haven’t recieved a single answer. Just one, asking me for a ton of information (wich I provided the same day), and 4 days later my account is still disabled. I already started a marketing project thta includes seding some ebooks to leads, but I have to send them 1 by 1 because my account doesn’t work. This is my last resort hoping that FINALLY someone is gonna help me.

3
Taylor Tarpley
Community Manager
1 year ago
A
Contributor I
AYTSContributor I
asked in Accounts and Settings

Account disabled permanently

Hello Team, May I know the reason why our account has been disabled permanently? before that, We’re just trying to send a preview or a final look in our personal email and then we finally got our final look the campaign was tagged as cancelled. With this, may I request to reactivate our account. Please advise. Thank you!

1
alex.hong
1 year ago
thepowerofcopy
Partner
thepowerofcopyPartner
asked in Accounts and Settings

I just made a mistake I integrate it into a wrong shopify store. How can I remove the API key in the theme?

Hello guys,  I accidentally integrate the klaviyo of my client to a wrong store, and the pop up it showing already, I saw the API key in the shop, using inspect.I re-integrate it already but still it showing.But I try to locate it in the theme but I can’t see it. THANK YOU IN ADVANCE

1
Mailbox Manny
Partner - Silver
1 year 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
1 year ago
M
Contributor I
melmContributor I
asked in Accounts and Settings

'Pay now' button for manual billing

We would love a ‘pay now’ button implemented so we could pay our bills when needed. The way our company is set up means we can’t always have the money in our credit card account at the time of billing, so every time we need to pay our bill we need to contact support and ask to pay. We’re in Australia so this is out of our working hours, which adds extra difficulty. Are there any plans to add a ‘pay now’ functionality? Or is there another way we can get our card charged when we need it done, not just the automatic charging attempts?

1
alex.hong
1 year ago
3
Contributor I
3000month2021Contributor I
asked in Accounts and Settings

Comparing Paid vs Free Account Plan for Under 200 Subscribers

We got someone to help us set up the email and we’re told there are some segment or features are only available ( active on site feature is one of them  ?) when we upgrade.  On pricing page,  the plan is free for accounts with less than 200 subscribers. Can someone share what features are we missing for a free plan ? 

1
alex.hong
1 year ago
O
Contributor I
Onur Deniz K.Contributor I
asked in Accounts and Settings

Where Do You Find the ''product.liquid'' template in Shopify to Install 'Viewed Product'

I want to see ‘’Viewed Product’’ metric but I can not add the code Klaviyo give us because there is no product.liquid in my templates. What should I do? How can I track the Viewed Product metric?

1
Taylor Tarpley
Community Manager
1 year ago
N
Contributor I
ngogateContributor I
asked in Accounts and Settings

Active on Site data is going to the wrong account

Hi, I’ve added the Web Tracking snippet to my site and tested that it works, but unfortunately it’s sending the data to the wrong account. I have 2 Klaviyo accounts, one is for testing and one is for my business. The data from my site is going into my testing account, rather than the business site.Any thoughts? Thanks!

2
N
Contributor I
1 year ago
J
Contributor I
JulienContributor I
asked in Accounts and Settings

Will Removing a Shopify Integration Delete My Flows?

If I remove the Shopify integration from Klaviyo, will that remove all of my flows?

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

Troubleshooting Cancelling My Billing Subscription

It’s been several weeks / months I am trying to unsubscribe my account and they are keeping me charging every month. How can I just stop paying for something I don’t use ???? Impossible to be in touch with someone. HELP! 

1
Taylor Tarpley
Community Manager
1 year ago
K
Contributor I
KashifmContributor I
asked in Accounts and Settings

Schedule or Send button is inactive

Hi there, I am trying to send a campaign to the subscribers but the "Schedule or send” button is inactive and does not allow me to send the campaign. How can I get over this problem?Thanks,

1
Dov
1 year ago
duelautocare
Contributor I
duelautocareContributor I
asked in Accounts and Settings

Can I integrate two Facebook Ad accounts for the same business into one Klaviyo account?

Our business www.duelautocare.co.uk has 2 ad accounts, how can we add them both to one Klaviyo account? 

9
alex.hong
1 year ago
M
Contributor I
miaraContributor I
asked in Accounts and Settings

newsletter shopify

who to connect the basic newsletter shopify At the bottom of the page to klaviyo ?People sign up there and it does not show me or update it, i chack on Lists & Segments’, Profiles i do not know what else to do ...

1
stephen.trumble
Community Manager
1 year ago

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