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Accounts and Settings

Get help with managing your account and settings.

  • 766 Topics
  • 1,933 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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766 Topics
Erik-Gilpa
Problem Solver I
Erik-GilpaProblem Solver I
asked in Accounts and Settings
Product feed - What products should the customers view first missing options

Hi thereDo my options in "product feed" depend on which webshop system I have?As You can see in my screenprint, I do not have the op to show the "Best-selling products" and "Both best-selling and most viewed products". It this because I have the wrong settings? Best RegardsErik /Gilpa.dk 

6
Erik-Gilpa
Problem Solver I
1 year ago
D
Contributor I
dungnguyenContributor I
asked in Accounts and Settings
Setup Subdomain name for Email domain

Is there any rule to create Subdomain name?I have read setup domain documentation. It recommends with subdomain name “send”(send.klaviyo.com), so what if I use another name?In past, I used mail.klaviyo.com and it’s worked. Now, I have reset up and after all, status of sending domain show “In progress” and all request can’t reach to.Can someone explain clearly about setup subdomain and difference of “send” and “mail”?

3
Taylor Tarpley
Community Manager
4 months ago
D
Contributor I
DebhanauContributor I
asked in Accounts and Settings
My account got disabled today by the compliance team

Hi All,my account got disabled by the compliance team while we where following guidelines to always clean up our lists. can someone please help to understand the steps to re-enable our account urgently? thank you! Deborah

2
Taylor Tarpley
Community Manager
1 year 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
11 months 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
F
Contributor III
fpriceContributor III
asked in Accounts and Settings
Does Klaviyo Offer Account Setup Services?

Does Klaviyo provide a paid setup service?

1
cassy.lee
3 years ago
F
Contributor I
FarhadHosanSantoContributor I
asked in Accounts and Settings
Account Disabled

My account just disabled. How can i recover my account? And i will be glad to know the reason so, i can learn from it.

1
David To
Klaviyo Employee
2 years ago
R
Contributor I
ronakguptaContributor I
asked in Accounts and Settings
Klaviyo Support Not Responding after Payment

Hi,I am from India and I subscribed to the Klaviyo 2500 subscriber plan. As Indian banks do not allow recurring charges I was informed by Klaviyo support to make the payment by going to billing section, selecting the invoice and then use the link to make manual card payment against the invoice.Since I have made the payment the account is still in free version, they have not upgraded the account.Support has stopped responding to all emails. It has been more than 15 days now.I didn’t expect Klaviyo to engage in such activities and service. The only option I have is to raise a card dispute with my bank and use another email provider. As a last resort I am mentioning my experience with Klaviyo here and expecting them to resolve the issue immediately before I decide to raise the card dispute.

3
Dov
2 years ago
D
Active Contributor I
DevphoenixActive Contributor I
asked in Accounts and Settings
Not able to create API key

Hi Team,I am unable to create a new API key using the following link: https://app.claap.io/c-3YfMIiN6mG-owwLAfFIzqsg?ccl=1Please note that my email address is gourav.gupta+klaviyo@brevo.com.Thank you.

3
David To
Klaviyo Employee
1 year ago
H
Contributor I
HuesAndTonesContributor I
asked in Accounts and Settings
Unable to upgrade billing plan

I am trying to upgrade to a higher plan from the existing free plan. I added my billing information successfully and trying to pay. When I paid the bill, I received an email to confirm my payment. When I clicked the Confirm Payment button in the email, I get the following error, thus preventing me from upgrading.  Update: I got an additional message on the Klaviyo billing page as follows:This payment requires additional user action before it can be completed successfully. Payment can be completed using the PaymentIntent associated with the invoice. For more details see: https://stripe.com/docs/billing/subscriptions/overview#requires-action However, this page describes updates to the payment at the back end, which is not in my control.

2
H
Contributor I
8 months ago
W
Contributor I
WoodhopeContributor I
asked in Accounts and Settings
Mailchimp migration not importing data

Hello, I just completed a migration from Mailchimp to Klaviyo. I made sure that “import open and click data” were flagged, however I don’t have any historical data on my user list. I also tried to redo the importing, but nothing changed. The integration automatically added the metrics “opened email (mailchimp)” and “clicked email (mailchimp)”, however even if I select these metrics on a segment, the segment is empty. How can I restore the data and, more so, how can I do the warm-up of the account if I don’t have any data?

4
Taylor Tarpley
Community Manager
7 months ago
C
Contributor I
copywriter-hubContributor I
asked in Accounts and Settings
Managed Customer pending and did not receive confirmation e-mail

Hello Klaviyo Community!We recently became Klaviyo Partner and I added a customer of my agency to the Managed Customer tab. But he says he did not find the confirmation e-mail sent by klaviyo (so he can confirm and be moved from pending to active in my partner dashboard). How can I send the confirmation E-mail again?I tried reaching out to klaviyo by e-mail, that was 2 weeks ago, still no response.I have been thinking of archive the client, but I do not know how it works, and if I can add them to managed clients again after that.Did you have a similar problem? How did you solve it?

1
Taylor Tarpley
Community Manager
1 year ago
L
Active Contributor I
lollygagActive Contributor I
asked in Accounts and Settings
Cant sign in "Your attempt to switch accounts has failed. "

I cant sign into Klaviyo , i get this message “Your attempt to switch accounts has failed”i cant even chat with klaviyo support since i cant log inDoes anybody knows how to solve this?  

3
F
Contributor I
1 year ago
chiatin
Contributor I
chiatinContributor I
asked in Accounts and Settings
Tried Logging Into My Account But I Haven't Received the Email Code?

 

2
P
Klaviyo Employee
3 years ago
B
Contributor I
bibi.aContributor I
asked in Accounts and Settings
Account Suspended

I need help getting my account unsuspended. Ive made payment and my card has been charged.its been over 48 hours and I’m yet to get access to my account. I unfortunately cannot access support because it requires a paid account to contact support. I have paid but still don’t have access.

1
Taylor Tarpley
Community Manager
1 year ago
P
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
3 years ago
S
Contributor I
surumanContributor I
asked in Accounts and Settings
I accidentally sent 10K subscriber emails but i'm on the first plan (1500)...how did that work?

i’m baffled what happened, I basically had an opt-in email list after collaborating with a huge national company for a competition and we got a really good participation rate, which meant I had 10K emails consenting to subscribe to our newsletter. Great, I didn’t think, and added them all to my email list via import, forgetting that each subscriber is actually sent a flow that welcome’s a new subscriber and gives them a discount.Of course this means over 10K people got sent a welcome email from our flow, not a campaign. So how did this work? I did get 2-3 notfiications that a few ££ had been taken out of my bank account, not large amounts, literally 2-3£. I’m now wondering whether klaviyo is about to destroy my business account with a huge bill of 300-400 dollars because they sent out 10,000 emails to 10,000 profiles? Profiles Monthly Usage 12,000 of 1,500 active profiles806% usedEmails Monthly Usage12,759 of 15,000 emails sent What happened, how do I fix this for next time?  

1
Mailbox Manny
Partner - Silver
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
1 year ago
D
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
3 years ago
G
Problem Solver I
gregrobsonProblem Solver I
asked in Accounts and Settings
Feature Request - "remember me for a week" (or similar) on login page

Hi,Since starting with Klaviyo I’ve noticed I get asked for 2FA every time I log in and that when returning to the website my session isn’t remembered.I don’t know of any service that’s this strict. It’s actually quite annoying when I’m on the same browser/device every day!Even payment services like Stripe give you the option when signing in to be remembered for that browser for a week.It seems a bit overkill for an email/SMS platform.

3
lanicat
Problem Solver I
24 days 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
2 years ago
B
Contributor II
becca.at.chefaloContributor II
asked in Accounts and Settings
Feature Request: Image Folders to Organize Digital Assets in Klaviyo

Hello Klaviyo Community,I’m a very new Klaviyo user, coming over from Wix email marketing. I’m just getting set up now, and would like to use best practices right from the start. However, I’m getting hung up on this, since I can’t for the life of me figure out how to group my images into folders.I believe grouping images into folders might not be possible in Klaviyo. If that’s true, I would love to submit this as a feature request. If it’s not true, could someone help me out?If we want to get really advanced, I’d love to see a Klaviyo/Canva integration for importing images, so I could send images directly over to Klaviyo from Canva (so instead of downloading to my desktop and upload to Klaviyo, I could “download” from Canva to Klaviyo.)Thanks for reading!

4
B
Contributor II
4 months ago
N
Problem Solver I
nabin7Problem Solver I
asked in Accounts and Settings
Why am I unable to change my account sender email?

 

4
Taylor Tarpley
Community Manager
1 year ago
K
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
Klaviyo Employee
3 years ago
C
Contributor I
comvitaMYContributor I
asked in Accounts and Settings
Problem Reintegrating Klaviyo to Woocommerce

After migrating our website, our integrations don't work anymore, particularly Klaviyo.We've deleted the existing plugin on WooCommerce and used a new RESTapi, however when we trying to connect it, it doesn't work, the old Woocommerce Consumer Key still appears back even after it being revoked.Do I have to remove the current integration on Klaviyo? Would I lose my existing data, If I were to do so?Thanks in advance for any insights and help.  

3
D
Contributor I
2 years ago
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