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Accounts and Settings

Get help with managing your account and settings.

  • 751 Topics
  • 1,900 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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751 Topics
N
Contributor I
Nico_ltdContributor I
asked in Accounts and Settings
Access lost to email address linked to Klaviyo account

Hello, I need some help with a dumb situation, I lost access to my email address linked to my Klaviyo account (deletion). I still have my password though, but whenever I try to connect I get prompted with a message asking me to verify the “new device” I’m connecting from (because I cleared my cache).  The problem is I can’t receive the code as my can’t access my email address (deleted). Is there solution for me to receive this code another way? Or can someone from Klaviyo team help me? Have a god day.Best regards,

2
N
Contributor I
1 year ago
H
Contributor I
HeyBrooksyContributor I
asked in Accounts and Settings
Klaviyo not working on Chrome on Macbook Pro

Ive just signed up to Klaviyo but I cant get anything to appear when I log in on Chrome. It works on Firefox but I do everything on Chrome so I dont want to change. I’ve updated my Mac OS, updated to latest version of Chrome. All Im getting is a blank white screen. 

1
Omar
Partner - Platinum
1 year ago
M
Contributor I
MikaelaLCContributor I
asked in Accounts and Settings
Removing a Suspicious Email from a Free Account

Hello,I am currently on a free version of Klaviyo, and it has been 60 days since the account was created. I noticed that some emails are being skipped due to the recipient email being marked as suspicious. I wanted to send out a quick screenshot proving that the recipient's email should not be marked as suspicious. I read a help article that states that I would need to upgrade to a paid account to access Email Support, and the AI Virtual Assistant continues to tell me to message Email Support to have this issue resolved.Is it true that the only way to get support to remove a suspicious email would be to upgrade to a paid plan? If so, there is no option to upgrade my Support plan in Klaviyo. The only option available is the free standard support plan, which has already expired.

1
KatherineB
Partner - Platinum
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
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
2 years ago
s0lid
Active Contributor II
s0lidActive Contributor II
asked in Accounts and Settings
Klaviyo Partners registration error

Hello, I'm having trouble creating an account with Klaviyo Partners. But when I use my Gmail account, it works.I need to use my email with custom domain since that is the one I use with my clients.Also, I emailed partner-portal but didn't hear back   

6
s0lid
Active Contributor II
1 year ago
A
Anonymous
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
M
Contributor IV
mattelustraContributor IV
asked in Accounts and Settings
Why am I being asked for my website password?

My new account was flagged for account verification. I was sent a list of questions which I answered. I was then asked for my “site password” to continue verification. Is this normal procedure? I’m not even sure what that means- my Klaviyo password? My WordPress admin password? I’m pretty sketched out at this point and am thinking this is a scam.

2
M
Contributor IV
3 years ago
C
Contributor I
Celtic ClothingContributor I
asked in Accounts and Settings
Does Klaviyo bill for suppressed emails?

Hi folks,If I have 13,000 suppressed emails in my account does Klaviyo bill me for those until they are “removed”?  If so, how do I remove them?  This has been bugging me for months and their AI bot chat support is no help.Thank you in advance. 

2
C
Contributor I
1 year ago
B
Contributor I
biblerianContributor I
asked in Accounts and Settings
Klaviyo Fonts Update

I am unable to change my klaviyo fonts to the ones I have in brand library

3
Dov
2 years ago
J
Contributor I
Joel GandaraContributor I
asked in Accounts and Settings
Users Who's Invite is Pending - Incorrectly

We have 3 pending invites to new users on our account.  Klaviyo shows as pending, but all 3 have accepted the invites and worked on the account.  The reason this even matters is because one of those invitees needs to be changed to account owner, but we cannot until Klaviyo removes the “pending” status.Please help!

2
chelsgrove
Partner - Gold
1 year ago
M
Contributor I
MarqetMerchContributor I
asked in Accounts and Settings
Changed to Test Account, how o change back?!?

Hi, Unfortunately we changed our working free account into Test Account (was a misunderstanding)As far as we can see now, it's not possible to change it back…? Can anyone help us out?

3
bluesnapper
Partner
4 months ago
C
chloeetheridgeNew Member
asked in Accounts and Settings
Klaviyo plan downgrade

I downgraded my plan recently to the free plan from 2,500 active profiles and 25,000 email sends ($60 per month). I was under the impression that that subscription would last until the billing cycle ends at the end of December, and then id be downgraded. however I’m now being told i need to upgrade to send the amount of emails as before. please can you clarify?

2
Taylor Tarpley
Community Manager
7 months ago
A
Anonymous
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
Klaviyo Employee
1 year 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
1 year ago
C
Contributor III
Cr.oomppContributor III
asked in Accounts and Settings
Help! My Klaviyo Certificate Is Under The Wrong Name

Hi Klaviyo Team, For some unkown reason, I am unable to access the help center. My Klaviyo Certificate is under the wrong name, will it be possible to change it?

1
Dov
2 years ago
AmyMOMO
Partner
AmyMOMOPartner
asked in Accounts and Settings
How to change my business details in partner program?

Hello,I need to change my company name and email address in my partner dashboard - but I can’t see any way to do this.I did read in the community that I need to create a support ticket and get Klaviyo to do this for me, however my business doesn’t have a paid account (as I predominantly manage client accounts). Is there another way for me to make these changes? I’m only just starting to onboard clients to Managed Accounts and don’t want them to be confused because the request comes from a different business name. Thanks, Amy

1
Taylor Tarpley
Community Manager
1 year ago
S
Contributor I
Stephan TerhaarContributor I
asked in Accounts and Settings
Second Sending Domain - Languages

My client operates in the Netherlands and in Germany. Now they set up a working domain for The Netherlands but want to set up a decent domain for their .de customers too.Is there a way to set up a second domain in Klaviyo so their mails can be send from: @Companyname.nl and from @Companyname.de. Thanks for your help in advance!

1
Taylor Tarpley
Community Manager
6 months ago
A
Contributor I
Arthur HContributor I
asked in Accounts and Settings
Newsletter Email confirmation

 Hi. I am setting up the newsletter and I cannot change the writing of the places marked in red in the image, I will be very grateful if someone can help me  

2
Mailbox Manny
Partner - Silver
3 years ago
C
Contributor I
creativehouseukContributor I
asked in Accounts and Settings
How do I contact Klaviyo about billing when I've cancelled my plan?

I’m trying to contact Klaviyo to get them to refund me my bill after I cancelled but it’s absolutely impossible.Because my plan is cancelled, I can’t use the live chat or email function. I’ve raised a ticket which they’ve replied to but I cannot reply to them as the email bounces back because apparently it’s spam. I don’t want to spend all day trying to find out how to contact Klaviyo, I’m trying to run a business!! All I want is a refund for my cancelled plan. The plan was cancelled on the day the money was taken!

1
Taylor Tarpley
Community Manager
1 year ago
S
Contributor I
SirJayjayContributor I
asked in Accounts and Settings
Where Can I Find the Coupon Button in Klaviyo?

I can't find the coupon section it's not under the data feeds I dont know where to find it please help

2
cassy.lee
3 years ago
V
Contributor I
vionetechnologiesContributor I
asked in Accounts and Settings
Account Disabled

On Wednesday, June 16th, I was scheduling my first campaign to be sent out but I got an alert that my account was suspended. I answered all the questions needed to verify my account and I still have not heard anything back yet. I read that this only takes 24 hours to clear up but it’s been 4 business days now. What steps can I take now? We are behind on our schedule because of this

1
David To
Klaviyo Employee
3 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
2 years ago
J
Contributor I
JaniceBLWContributor I
asked in Accounts and Settings
Not receiving 2-step authentication code

I’m not getting the 2-step authentication code to log into my Klaviyo account. So I’m locked out of my account and I can’t ask for a support ticket because I am locked out of my account. How do I get back in. Very Frustrating.

2
L
Contributor I
10 months ago
F
Contributor III
fpriceContributor III
asked in Accounts and Settings
Offline Product Purchase - Product Review Flows

My Goal is to send customers who ordered products offline, product review links to add those product reviews to my e-commerce shopify website. Can you help??

5
F
Contributor III
1 year ago

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