Accounts and Settings

Get help with managing your account and settings.

  • 646 Topics
  • 1,685 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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646 Topics

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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?   

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Contributor I
1 year ago
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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
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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!

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Taylor Tarpley
Community Manager
1 year ago
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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? 

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Contributor I
1 year ago
B
Contributor I
Benji at New ForestContributor I
asked in Accounts and Settings

Unpublish product from catalog

Hi there,Is there a way to remove or unpublish products from my catalog on Klaviyo? We are on Shopify, and have a ‘£2 Carbon Offset’ product set up which can be purchased at checkout. It is quite a popular product however we do not want it to display in our dynamic products when sending campaigns.Many thanks,Benji

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Contributor I
1 year ago
A
Contributor I
Alex9898989Contributor I
asked in Accounts and Settings

Need some help with sending customers to the right page.

Hi all,I hope you are doing well This is my first time using any kind of email marketing software so this question might be dumb. So, I am a dropshipper with a lot of SKU’s and I am trying to set up an abandoned cart flow. I am using Pagefly to create some of my landing pages and when I set up my email template with “dynamic” product blocks it takes me to the regular Shopify product page and not my custom landing page I made with Pagefly.I tried with “static” product blocks but the “auto-generate links” also sends me to the product page and not the custom landing page.And if I understand correctly adding my website link manually will send all my customers to the same page no matter what product they have abandoned, if so that’s also not an option.So my question is then, how can I send my customers to my custom landing pages with the correct product that they have left in the cart? Thanks in advance.

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KatherineB
Partner - Platinum
1 year ago
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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
1 year ago
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Contributor I
L PadiContributor I
asked in Accounts and Settings

Removing Dedicated Sending Domain

What determines the decision for Compliance Team to remove Dedicated Sending Domain settings? I’m asking as a person who made a mistake and now may be facing a huge problem that can cost days to weeks of work if they decide not to remove the dedicated sending domain I set up.

1
stephen.trumble
Community Manager
1 year ago
Doubleo
Active Contributor IV
DoubleoActive Contributor IV
asked in Accounts and Settings

Email Usage Limit and Plan Questions

Hi there,In the account settings, I see that we have more profiles than our current email plan. I don’t know how to interpret this “overage” in practical terms though. For instance, if I try to send a campaign to a segment with 1000 profiles, would those emails be sent without an issue? Or will only a portion of those be sent? Does the limit only apply to campaigns that need to go to more than 2500 profiles? I would appreciate if someone could explain, or point me to any documentation with details.Thanks, -oo

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A
2 years ago
D
Contributor I
DGreefContributor I
asked in Accounts and Settings

Adding sent from name to emails

Hi guys. I want to send emails for my business but with my name at the front of the front name and then my business name. This is what I mean in the inbox - Dan // Deliciously Guilt Free It seems really simple but for some reason I can’t work it out at all. Thank you in advance  Dan 

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D
Contributor I
2 years ago
A
Anonymous
asked in Accounts and Settings

integrate Klaviyo to Woo - plugin installed

Hi, I am new to Klaviyo and WooCommerce.  My developer has put the plugin for Klaviyo on my WooCommerce site, when I follow the integration steps, I haven’t got the option to connect account.  When I click on settings it just tells me to go to “Head back to the Klaviyo dashboard to continue with next steps for getting your account up and running or to modify any of your Klaviyo + WooCommerce integration settings.” That then tells me to go to Klaviyo in my left menu and connect, so I am just going around in circles.Any help appreciated.

1
David To
Klaviyo Employee
2 years ago
The Token Shop
Contributor IV
The Token ShopContributor IV
posted in Accounts and Settings

Upcoming Changes to Email Tiers

Last week Klaviyo sent out an email to some of their customers informing us that our email tiers were about to change. We wanted to let you know about a change to Klaviyo’s pricing. Klaviyo's email tiers will no longer offer unlimited email plans. We are adjusting this to match our higher pricing tiers. Effective April 11, 2022 your current plan will have an email limit of 10x the profile limit.We have been a customer for 4 years on the 40,000 profile plan. We spend $600/mo to send Unlimited Emails. Because we have been allowed no limits on this plan, our current email marketing strategy includes over a dozen highly customized flows which span the course of an entire month to allow a once per month marketing calendar refresh. We send just over 2 Million emails per month with a 25% open rate which converts to just over 30% of our total revenue. Klaviyo is a big part of our business.  This should have no impact on you or your business, as you will still be able to send emails to your cus

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Klaviyo Employee
2 years ago
A
Contributor I
abubakaraneesContributor I
asked in Accounts and Settings

Why isn't my viewed product metric not being tracked on Turbo Shopify theme?

 i have checked active on site metric with the steps given in Test Web Tracking and it’s working absolutely fine but viewed product metric is not working I've paste the code correctly through guide and pasted in product.liquid file but it’s not just working plz help me out shopify theme : turbo version 5.0.0  @Bobi N.  @max77  

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Taylor Tarpley
Community Manager
2 years ago
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Contributor I
Nikki2UContributor I
posted in Accounts and Settings

Probation warning from the compliance team

Hi.We need support from the compliance team please. Our account has been suspended due to persistent poor email sending behavior.We trying to understand why as we only ever sending to an engaged segment and we exclude all hard bounces (note: the hard bounces are only about 200 and something, which wouldn’t be the case). Could this have any thing to do with what we are promoting on our emails? 

1
stephen.trumble
Community Manager
2 years ago
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Contributor I
rjms13Contributor I
asked in Accounts and Settings

Trouble with the "added to cart" snippet

Hi! I’m having trouble installing and seeing the Added to Cart metric for one of my clients. I’ve inspected my clients Shopify store, and I have applied the class snippet as below: Here is the snippet on the Shopify theme:I’ve Cookied myself in Incognito and tested it. The “Viewed Product” tracking is working correctly, but I cannot see the “Added to Cart” still. Just curious what I’m doing wrong? Thanks so much!

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alex.hong
2 years ago
F
Problem Solver I
formanProblem Solver I
asked in Accounts and Settings

Where to set up view web tracking code?

Hi there,In this store I didn’t find any product.liquid file as you can see that in image below:Where should I put the snippet code? Please help me. Thank you 

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David To
Klaviyo Employee
2 years ago
A
Contributor I
APBsayinContributor I
asked in Accounts and Settings

List and payment billing questions

Hi. My question is, I’m paying about $100 for my list of contacts, problem is I’m currently not using that list at the moment, if I stop paying will I completely lose my list? Is there a pause of some kind? My business requires many emails but does not require to use the emails often at all, I’m talking 6/7 months at a time or so. Is my only choice to keep paying monthly even though I’m not using it for months? Are there any options here? Thank you.

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alex.hong
2 years ago
H
Contributor I
homerunpetContributor I
asked in Accounts and Settings

How to change the email avatar?

Hello I am using KLAVIYO to do email marketing and want to change this avatar, so when my customers see my email they will see my logo. Does anybody know where to set this in KLAVIYO?  

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alex.hong
2 years ago
T
Contributor I
talhaContributor I
posted in Accounts and Settings

My account got disabled this morning without any reason

My Klaviyo account got disabled Named (Email Knights) I only used it to help my clients design emails and setup their flows.I didn’t send any spam email, my clients gave me access to that email now I’m stuck, I had access to multiple Klaviyo accounts that I managed for my clients.I even Contacted the Klaviyo support.Now I don’t know what to do.

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Contributor I
2 years ago
M
Problem Solver II
moodxmanagerProblem Solver II
posted in Accounts and Settings

Klaviyo / compliance and support

What’s happening?What are these delays?What are these mistakes?I’ve been a fan of Klaviyo, but now I’m not.I’ve been struggling to get the attention of Klaviyo’s support representatives.It just takes too much time and effort. They just don’t give  about you anymore.They don’t read what you write and don’t take additional steps to get into your issue. They take the route that’s the easiest - reply with macros. Most of the time, that macro is nowhere close to helping resolve the issue. I do believe now’s a hard time for Klavio’s support due to bad time management or some other reason X, but it’s been like this for months now. The second issue is - compliance. The time is of essence when it comes down to deliverability. On Monday, I’ve sent a request to Klaviyo’s compliance team to reset our email sending domain so we could add a new one, since we’re transitioning to our new brand name. There was no response for over 24 hours.OK.Tried to connect with support for over an hour just to recei

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chloe.strange
Community Manager
2 years ago
D
Contributor I
davekluzContributor I
asked in Accounts and Settings

Templates Not Working

I’m trying to create a campaign and I can’t access my Templates. I can’t edit Templates either. Is anybody else having this issue?

3
Dov
2 years ago
vylla001
Contributor IV
vylla001Contributor IV
asked in Accounts and Settings

Second sending domain?

Can I have a second sending domain within my sub account and keep the same root domain? Currently I’m using one for newsletter and would like to use the second one for promotions.

3
David To
Klaviyo Employee
2 years ago
Ivan Lee
Contributor I
Ivan LeeContributor I
posted in Accounts and Settings

So Klaviyo just disabled the account of myself and my whole team...

Have used Klaviyo for years. Have well over 20 clients whose account I manage. I’m not sure what state their account is in, but Klaviyo goes ahead and disables my account with no warning or anything.Sent in a few support requests. Tried to chat within their business hours, can’t seem to get a response. Can’t seem to get a clear response in the least.

1
Taylor Tarpley
Community Manager
2 years ago
C
Contributor I
CONSORTIUMContributor I
posted in Accounts and Settings

Why is Klaviyo support closed on a Monday

We had an urgent email send scheduled for today...and hit some glitches on pre-send testing.Klaviyo Chat Support is down all day.  Any idea why they can’t staff someone?

2
chloe.strange
Community Manager
2 years ago
N
Contributor I
NlevinsonContributor I
asked in Accounts and Settings

Added Admin User in Setttings but they didnt get the invite?

 I’m trying to add a new user to the admin in Account Settings.  I’ve sent her several invitations and it’s not showing up in her inbox or SPAM. Who can help me fix this?

1
chloe.strange
Community Manager
2 years ago

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