Accounts and Settings

Get help with managing your account and settings.

  • 440 Topics
  • 1,130 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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440 Topics

Jamie Rex
Contributor I
Jamie RexContributor I
asked in Accounts and Settings

Integration to Magento

I just took over as site manager for a eCommerce company.  I have run into a few odd occurrences in getting onboarded here where settings in programs beyond Klaviyo were adjusted preventing them from working as intended.  Klaviyo has been used for several years, but was not functioning when I started last week.I was receiving error messages when trying to confirm the Integrations password / API Keys had been changed and after re-running the set up in Magento and receive the following error message:We received a 401 authentication error. Please ensure your Magento server supports HMAC-SHA1 signatures for OAuth authentication and that your credentials are correct.I’m not sure at this point were to look, or what additional settings were changed.

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

Account is disabled

 Hi allHow long does it take for an account to be enabled.I recieved a email yesterday at stating that my account has triggered a one time account verification and for the review to be continued could i provide a password for my site(which is still under construction) . I provided the password.I then recieved a further 10.52 am  email from stating again it looks like my account has triggered a one time account verfication but this time with a multitude of questions ,which seems odd and I was unable to answer the majority of them with a detailed answer as I am at the beginning of my journey with regards to the business.   At the time of this post my account is still disabled and I have not received further correspodance.Is there a eta as to when I will be able to use this service?Thanks  

4
Dov
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
Community Manager
10 months ago
M
Contributor I
mishaveeContributor I
asked in Accounts and Settings

Custom Fonts - One or more font files could not be accessed

Hey just after some help with installing custom fonts. Using the font URL off my website - www.domain.cometc/wp-content/uploads/2021/02/Gilroy-Regular.ttf  (not the actual link wasn't sure if I'm suppose to include website links or not)The file format is ttf, works/displays on site. is there something i’m missing here? Cheers,

3
David To
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
S
Contributor I
simplifiedimpact01Contributor I
asked in Accounts and Settings

Duplicate account created when integrating with Shopify

Hi, I already integrated Klaviyo with Shopify last week which went smoothly. Then I tried configuring some things on the Shopify end for Klaviyo and it automatically created a duplicate account of our client. May I know why it created a new one? I already disabled the integration of the duplicate version but we want it to be deleted without harming the original account. How can this be done? Here’s the screenshot of what it looks like: (Duplicate account is Agent Nateur)  

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

Billing: Active Profiles vs Recipients a month.

A bit confused on the Active Profiles/Recipients/Emails/Campaigns related to billing. Say we have 137,000 active profiles but are at the $20/month plan that allows (I guess??) 251 - 500 people.Are we charged $1,600/month even if we only send 1 campaign a month to a segment of 400 people?Same situation but say we send out 300 campaigns a month with each campaign including 400 different profiles from our 137,000 active profiles. How much will we be billed? The same $20/month right?Another question, let’s say in a month we send out 1 campaign to a 400 person segment from our 137,000 “active profiles”. Two days after that campaign goes out we re-send the campaign to 399 contacts that did not open the campaign. Will we have exceeded our 251 - 500 people (recipients?)?Another question, if we have over 137,000 active profiles but never send out a campaign, will we still be charged $1,600/month just because we have that many “active profiles.”Hope my examples make sense, because I am royally c

7
Lorena Jaqueline
Active Contributor I
7 months 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
1 year ago
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Contributor I
owenContributor I
asked in Accounts and Settings

Account Cancellation

I hope you will refund my fee!I use shiopify and have uninstalled you guys, but you keep charging me.I didn't find out about this until today, over 6 months later!I demand a refund from you guys! And release me from the next charges! 

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

Klaviyo and Shopify Integration

Shopify keeps forcing a new Klaviyo account to integrate with, when I try to integrate Shopify and Klaviyo.  Not the Klaviyo account I have PAID FOR.  I can not get Shopify to integrate with my actual Klaviyo account, and I can not delete the new Klaviyo account it created. What is the deal with Shopify and Klaviyo?  Looks like they don't work well together?  Noticed Klaviyo app has a low rating on Shopify’s app store.  Can see why now.

4
Omar
Partner - Platinum
1 year ago
F
Problem Solver I
formanProblem Solver I
asked in Accounts and Settings

Shopify Integration Problem

Hi there, I integrate with my shopify store. But unfortunately klaviyo is not syncing any data from shopify store.When I am going to update setting I can’t click that button. Just like it’s unclickable!Can you help me how can I get rid of it? Thank you.

2
David To
Community Manager
1 year ago
E
Contributor I
eri5555koContributor I
asked in Accounts and Settings

Migrating from Shopify to Shopify

I would appreciate it if you could let me know.I'm using my Klaviyo account on Shopify store A.I'm closing store A. Can I transfer it to store B?Is it possible to migrate my Klaviyo account to Shopify store B?I would like to know if it is possible or not.I would also like to know if there are any caveats.I'm waiting for your advice.

2
E
Contributor I
1 year ago
F
Problem Solver I
formanProblem Solver I
asked in Accounts and Settings

Two-Step Authentication

Hi there,Hope you are doing well. I have got a client and he give access of his account to work with him. When I'm trying to login in my account I see this:I followed the steps but it failed me. Now, How can I prevent it? Thank you

1
Dov
1 year ago
S
SaanaSaludNew Member
asked in Accounts and Settings

Why is my account disabled?

Hola, Es la primera vez que uso Klaviyo y me deshabitaron la cuenta al intentar enviar mi primer correo masivo.  Creo que tengo dos problemas:Tengo que hacer algo que llaman verificación manual y ya respondí todas las preguntas que enviaron a mi correo, pero no sé si es lo único que se debe hacer Cuando iba a enviar el correo, kLAVIYO me decía que faltaba una casilla para “Cancelar suscripción” que no logré encontrar en los bloques que se insertan en las plantillas

3
David To
Community Manager
1 year ago
G
Contributor I
geneellisContributor I
asked in Accounts and Settings

Web Tracking Code on multiple domains?

Question. Can the website tracking code be placed on two different URLs (one domain, one subdomain), or is it restricted to just one URL? Thank you!

3
David To
Community Manager
1 year 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
1 year ago
S
Contributor I
sdarisiContributor I
posted in Accounts and Settings

My Account is disabled for manual review

Can you please help me re-enable my account?  I have followed the best practices Klaviyo recommended and am still dealing with this issue. I have emailed support and tried to use the live chat function but have had no success.  Could you please get back to me? I am happy to explain my situation in more detail if necessary.

3
julie.accardo
Klaviyo Employee
1 year ago
B
BonicaNew Member
asked in Accounts and Settings

Sorry, this shop is currently unavailable.

Hola, me da error a la hora de integrar Klaviyo en Shopify, me sale este mensaje:“Sorry, this shop is currently unavailable”Me podéis ayudar?Gracias.   

1
caroline
1 year ago
M
marque_paresseuseNew Member
asked in Accounts and Settings

Why are my emails to subscriber going to their junk / promotion section of Gmail?

Every time an email is sent out to my subscribers, it goes directly to their junk email / promotions section of their mail box, which they cannot see. I would like to know how to resolve this issue. And how do I set-up my domain?

1
julie.accardo
Klaviyo Employee
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
1 year ago
D
DevNew Member
asked in Accounts and Settings

Why is my account disabled?

HiWe starting new store on subdomain. We already have 5 subscribed accounts on Klavyio with same domain name.Only subdomains are different. We was planing to go live from 2 days with new store, but Klavyio locked as with check “Your account is disabled.” Yesterday replayed , but still no contact from support and our Bussiness growth Manager.  What can we do in that case?Do we pay for non active account or our subscribtion date will be moved?   

5
caroline
2 years ago
S
Contributor I
SparkwellHomeContributor I
asked in Accounts and Settings

Viewed Product Tracking being removed by Pagefly

I am using Pagefly - a Shopify third party page builder app for my custom product page codes. I have recently launched my site so am making on-going changes to certain elements of the page, in doing so, when I have published the page it is removing the Viewed Product tracking code. Has anybody else experienced this or found a solution for why viewed product tracking might be getting removed when changes are made to individual product pages? Thanks

1
julie.accardo
Klaviyo Employee
2 years ago
D
DylanvNew Member
asked in Accounts and Settings

Why is my Klaviyo Account not loading anything but the menu screen?

When I log into Klaviyo I'm greeted with the side menu but none of the information on the page loads? Can anyone help me with this issue?.🙏 This is what I get when I open Klaviyo on all pages except: profiles, data feeds, and preferences. ⬇ 

8
MariaMG
Contributor III
1 year 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
A
Contributor I
ALEXROOTSContributor I
asked in Accounts and Settings

Do transactional emails count as contacts for billing?

Hello,  I have just signed up and was wondering if anyone who has been using Klaviyo could tell me whether or not the customers that are not signed up to your marketing emails, but do receive a transactional mail through Klaviyo count as a “contact” for Klaviyos billing purposes? We want to send all transactional emails through Klaviyo instead of Shopify, but obviously that would add a lot to the cost if this is the case (with a lot less value) when you consider that only 5/10% of them actually sign up to marketing emails.  Thanks for your help!Alex

1
julie.accardo
Klaviyo Employee
2 years ago

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