Accounts and Settings

Get help with managing your account and settings.

  • 570 Topics
  • 1,483 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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570 Topics

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Contributor I
Pete Le CContributor I
asked in Accounts and Settings

One Shopify store now split into two.

Hi there! We’ve split our Shopify store into two seperate identities to better serve individual customer segments and make the UX more defined. Can I still use the origonal Klaviyo account (integrated with the first Store) with both of the two stores? Or do I have to purchase a second Klaviyo license for the second store?  Thank you.

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P
Contributor I
1 year ago
A
Contributor I
Alex75Contributor I
asked in Accounts and Settings

Links redirecting some users to a 404 Page

Hi, I’ve been having an issue with Klaviyo for some weeks now. I will let you know the issue and then troubleshoots I’ve already done. CMS Used: Shopify. Theme: Latest Version, Shopify 2.0 Problem: I’m creating and launching a campaign to my audience list. When people are clicking on the links, some of them are landing to a 404 page. Most are not. But it’s like 25% would be on the 404 page. The page people are landing would look like: /collections/shirt/products/Y292ZXItY2 It’s the end that is interesting because for people who know Shopify, products pages don’t end like that. Of course I tripled checked the email, and all the links are correct. When I sent preview to myself or other people, it’s working. So overall, my issue is random. What I did to troubleshoot: - i’ve sent this morning another campaign, to a segment of my audience with Mailchimp. I hadn’t that issue. I used Mailchimp to test if the issue was from Klaviyo or Shopify.  - I don’t have the issue with my ads. - i’m seein

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Omar
Partner - Platinum
1 year ago
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Contributor I
TeslaGXContributor I
asked in Accounts and Settings

How to set up dedicated sending domain for shopify like @mailer.shopifyemail.com?

hello, I have seen someone else send the email use deicated domain , @mailer.shopifyemail.com  same with shopify , how to set like this ?I have use like the picture ,and add the DNS but failed .  

1
Taylor Tarpley
Community Manager
1 year ago
J
Contributor I
JuleeFContributor I
asked in Accounts and Settings

Billing for contacts in multiple lists

Hello! I have looked everywhere but can’t seem to find the answer, so hoping someone here will know.If I have a contact in 3 lists, will I be charged for the 3 instances of that contact or only for the 1 contact. Thank you!

4
Taylor Tarpley
Community Manager
1 year ago
MattR
Contributor III
MattR
asked in Accounts and Settings

Changing my username in Klaviyo Forums

Hi Community, Does anyone know how to change my username in Klaviyo Forum to be my name, and not my company name? I've tried everything and can't figure out how. Thanks!

1
alex.hong
1 year ago
J
Contributor I
jesContributor I
asked in Accounts and Settings

Account has been Disabled randomly

Hello! My account just got disabled for some reason and my client is waiting on me. Does anyone know why this happens and how to get it back? I had to make a whole new account because my other one got disabled...and the same outcome happened with this one.  I need assistance because it seems like there’s no customer support on the other end without being redirected to a forum. I appreciate it if anyone could help!

1
David To
Klaviyo Employee
1 year ago
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Contributor I
pythiaclothingContributor I
asked in Accounts and Settings

Won't charge my card

I have had my account suspended for days now due to it charging an old card, I have entered the new banking info but it will not charge, theres no option. I need my account unsuspended and my new card charged.

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Omar
Partner - Platinum
1 year 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
M
Contributor I
MasContributor I
asked in Accounts and Settings

Can we use same account for development and production server?

Hello,I am getting confused with the klaviyo multi account setup. We wanted to use klaviyo on our website. we have two environments development and production environment. 1. Do we need to create two accounts for the development and production environment?2. If we have two 2 store views of a site, do we need to create a separate account for them or one account will do?Can anyone please suggest me for the above questions?Thanks in advance !

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Contributor I
1 year ago
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Active Contributor I
nambirajanksActive Contributor I
asked in Accounts and Settings

How to find out average customers' yearly spend and orders

How to find out average customers' yearly spend and orders

1
Dov
1 year ago
Binal IW
Contributor I
Binal IWContributor I
asked in Accounts and Settings

Needed OTP feature while paying for recurring charge

As our bank is asking for OTP while paying for recurring charges and Klaviyo doesn’t have this feature. In this case our Klaviyo account has been suspended and due to payment error. We needed OTP feature

1
Dov
1 year ago
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Contributor I
BlueSpatulaContributor I
asked in Accounts and Settings

What Do I Need to Do before I upgrade my account?

Before I upgrade my account on klaviyo, what would I have to do on my emails that has been skipped and contacts? Should I stopped the emails before I upgrade or it’s okay to let them be and upgrade? 

1
Taylor Tarpley
Community Manager
1 year ago
I
Contributor I
idoo199777Contributor I
asked in Accounts and Settings

Billing Error - Your card does not support this type of purchase

 Your card does not support this type of purchase.this is the error that i get when i put my visa card for update my account for snd more mailswhat can i do?

2
Kaputnik77
Contributor I
1 year ago
S
Contributor I
shaniceContributor I
asked in Accounts and Settings

Why is everything erased?

After going through shopify to access klayvio is prompted me to connect my store again for no reason and wouldn’t allow me to move forward until I did. I completed those steps and now everything is gone. All my subscribers, emails, flows, analytics it’s as if it’s a brand new account. I need to access my previous account or recover my information. I also had to upgrade the plan again and make another payment just so I could live chat an agent who still isn’t available. There’s only a sales line but no CUSTOMER SERVICE contact number for me to receive immediate help. I have been completely inconvenienced and I need to know how to fix this now.

3
David To
Klaviyo Employee
1 year ago
S
Contributor I
splintmiContributor I
asked in Accounts and Settings

Connection is not private links

A few weeks ago our emails began sending links that when clicked, would take our customers to a “your connection is not private” page, for all links. I reached out to support and they said it was an expired SSL on dedicated domain tracking. They claim to have since turned off dedicated domain tracking on our account, “Your account was moved back to a shared click tracking domain (with https:// links for which we provide the SSL certificates for)”. But we are still seeing all of the links on our emails go to these connection not private pages.Is there something else that I may be missing? It’s causing open and click rates to absolutely tank.

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D
Contributor I
1 year 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
Klaviyo Employee
1 year ago
W
Problem Solver I
wernstromProblem Solver I
asked in Accounts and Settings

No more notifications from community?

Maybe I’m missing something here, but I don’t get notifications for replies etc from this forum anymore. I think I may have signed up using a domain I no longer maintain, but when I go to the account settings via Klaviyo, my login etc is fine. I just don’t see anywhere at all where I can view or update notifications/settings. Any advice?

3
Dov
1 year ago
M
Contributor I
MauricioContributor I
asked in Accounts and Settings

Whole Account has been cleared, no reason at all

Hey,All campaigns, templates, contacts, payment methods has been deleted. We didn’t get a notification about anything. We can just login as usual. The account was made last year and we have a running plan. What’s the issue?Thank you!

4
stephen.trumble
Community Manager
1 year ago
V
Contributor I
VentLukeContributor I
asked in Accounts and Settings

It says my account has been disabled

Hi, I woke up today and saw our Klaviyo account had been disabled and we have no idea why.I want to speak to support but I can’t seem to access the chat function as the account is disabled.Can anyone shed light on why this may have happened and how to reverse it?Thanks,Luke

1
Mailbox Manny
Partner - Silver
1 year ago
M
Contributor I
mortada677Contributor I
posted in Accounts and Settings

wrong mail and spam

Hello,I changed my default sender email, but it keeps using the wrong one. I tested it out by leaving a product in my cart. Does anyone know why?Also my second question is how to prevent my mails going spam? I already connected my own send domain and I made a professional email (info@domainname), but my old personal email keeps being used as sender.I would highly appreciate it if someone could assist me in this matter.

2
David To
Klaviyo Employee
1 year ago
vylla001
Contributor IV
vylla001Contributor IV
asked in Accounts and Settings

Double opt-in email appearing as event

I recently enabled double opt-in for my master list. Should the confirmation email show as an event on a subscribers profiles or should I trust that Klaviyo is sending it out? I guess would like some transparency as to whether new subscribers are confirming their subscription. 

1
Dov
1 year ago
S
Contributor I
Sauf Asia NetworkContributor I
asked in Accounts and Settings

Could someone help me to add the custom font?

Hi! Could someone help me to add a custom font?My developer has genereated the html code according to the instruction. But it doesn’t  work.I tried to find the button “add font” but it’s unavailable. My account has the role of manager. What can be wrong?   

2
S
Contributor I
1 year ago
E
Contributor I
EliseContributor I
asked in Accounts and Settings

SMTP ?

Hello,I want to know if Klaviyo provided an SMTP?I have poor deliverability for sending my transactional emails because I send them through the server. I want to send them via Klaviyo's SMTP. Thanks a lot, 

1
Taylor Tarpley
Community Manager
1 year ago
E
Contributor I
EllisBavington-HallContributor I
asked in Accounts and Settings

Help, missed billing date, how do I pay suspended account?

Hi guys, I hope you can help! I missed the billing date and my account now states as suspended.. how do I pay the outstanding? I need to send a campaign out today and can’t until it’s paid! Many thanks in advance!

1
Taylor Tarpley
Community Manager
1 year ago
B
Contributor I
botanopiaContributor I
asked in Accounts and Settings

How to translate the "Email marketing consent label" in the cart in woocommerce?

Hello,I have a multilanguage shop on woocommerce, with translations running through WPML.I have integrated Klaviyo to have the optional checkbox for signup in the cart, and I’ve customized the text for the CTA (Email marketing consent label). However, this text cannot be translated in woocommerce ( i tried stringtranslation and a couple extra translation plugins). That’s probably because it’s not been properly coded in the plugin to be translatable. Anyone else found a solution for this? 

2
B
Contributor I
1 year ago

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