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Accounts and Settings

Get help with managing your account and settings.

  • 792 Topics
  • 2,021 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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792 Topics
Y
Contributor I
yolissaContributor I
asked in Accounts and Settings
How to log in without Multi-Factor Authentication?

I remove the account on Authenticator and i cannot add again, so i cannot provide 6-digit code when I login in. And I didn’t save any backup code.So how can i log in my account?

3831
Taylor Tarpley
Community Manager
2 years ago
W
Problem Solver II
wernstromProblem Solver II
asked in Accounts and Settings
Getting spammed with direct messages in the community...bot?

Got two of these today, from a recent “helpful” user that you can see on the leaderboard for the community. What’s going on? Related to a data breach?

291
David To
Klaviyo Employee
2 years ago
K
Contributor I
KhalidContributor I
asked in Accounts and Settings
Where to find Klaviyo Compliance Reports

Hello, in searching through the community and on klaviyo.com, I haven’t been able to find any mention of compliance reports for certifications like ISO271001 or SOC2. Are these available for download anywhere?The only mention of these I’ve seen is for Klaviyo One. But even on the post there’s no detail given about where to find such reports. Any help greatly appreciated!

4282
K
Contributor I
2 years ago
M
Contributor I
Mary LuckyContributor I
asked in Accounts and Settings
Account Disabled

I registered two accounts, both of which were blocked. I contacted the customer service, but the reply was very slow. I have provided the materials every day these days, but it is still not unsealed. I'm really worried, if klaviyo doesn't make things easier for customers, what's the point of Klaviyo? I'm just a businessman, doing business for more than ten years, just want to use SMS to contact customers, if you can't do it, please refund!!!!!

601
David To
Klaviyo Employee
2 years ago
M
Contributor I
MauContributor I
asked in Accounts and Settings
Seeing 2 different placed order data

Hi, So I just took over this account and I am trying to make sure that we are seeing the correct data from the Shopify store. Originally, they did not have shopify integration set up, but they had their data coming in from what i’m assuming is the Klaviyo API integration (there is a little gear next to the Placed Order attribute instead of shopify logo)? When I made a segment for all customers who have placed at least 1 order, the data was not matching what the shopify store was saying at all. I went ahead and connected the shopify integration, and the data from the past 90 days started syncing. Now I am seeing Placed Order data attributed directly from Shopify. It does not say syncing anymore, but the total number of customers who placed an order still doesn’t seem to match the total number of customers from shopify. Will this take a while longer to sync? But regardless, now I am seeing placed order data BOTH for the Placed Order w/ the little gears, and for Placed Orders w/ Shopify. 

3873
David To
Klaviyo Employee
2 years ago
M
Contributor I
Mary LuckyContributor I
asked in Accounts and Settings
Why is my account disabled?

I just started my account today, but I always encountered problems. As soon as I sent message to the client, the account was disabled. Why Why Why??????

623
Taylor Tarpley
Community Manager
2 years ago
A
Problem Solver I
Andrew.WaltersProblem Solver I
asked in Accounts and Settings
How do I TEST my new preference center?

Hello everyone,I created a custom preference center, and I’d like people who click “Unsubscribe” in the email’s footer to go to this new custom hosted page to either 1) change the email preferences 2) completely unsubscribe. How do I go about testing the new page?Meaning, I want to send myself an email campaign, click on unsubscribe, and play around with the preferences. How do I get the unsubsribe link to point towards the new preference center page?

2096
A
Problem Solver I
2 years ago
M
Contributor I
Mary LuckyContributor I
asked in Accounts and Settings
Account disable

We have sent many emails to customer support, Nothing helps from the current situation. We also called the number on your website and chat online for help， ALSO they did not help either. We don’t want to pay to a company that can’t even be bothered to help it’s customers. If our Klaviyo account cannot become active within one business day, can you help return the money to us? Looking forward to your reply.I have registered two accounts, both of which have been disabled. I think my operations are compliant. Why should I disable my account? I was very angry

691
David To
Klaviyo Employee
2 years ago
A
Contributor III
AlipearlContributor III
asked in Accounts and Settings
How can I lower the standard of the plan before the next month's automatic deduction?

I would like to lower the standard of the plan before the next month's automatic deduction，I don't want it to automatically charge so much money, and want to modify my plan before the charge, what should I do?

921
Taylor Tarpley
Community Manager
2 years ago
G
Contributor I
GKhairContributor I
asked in Accounts and Settings
Something is amiss. When logging in

I am trying to login and it gives me this error.  

1904
S
Contributor I
2 years ago
P
Contributor I
Pakorn KContributor I
asked in Accounts and Settings
How to pay a billing by myself during support's holiday?

As My account was suspended because of credit card issue. For now, We can fix it and we can use the credit card to pay. Today I try to find a Pay now button but it doesn’t exist. So I try to contact Klaviyo support but they’re all in holiday. So If I would like to reopen my account today what should I do ? Or I have to wait support that will be active on 25 Nov?  Do you have any solution?

441
Dov
2 years ago
Marty17
Contributor II
Marty17Contributor II
asked in Accounts and Settings
Managed Customers submit

Hi all. I’m new to the partner portal.I have a question: when I go to submit the form to add a managed customer, my customer don’t receive any email from klaviyo to approve it. Do you know what is the problem?I need to say that previously my customer have already added me as Admin to his account. Could be that the problem? If yes, what I need to do now?Help, please.  Thank you very much!

2392
Marty17
Contributor II
2 years ago
K
Contributor I
Kva279Contributor I
asked in Accounts and Settings
Sending Servers / Sendgrid

We need to make a change to the SPF records for part of the domain authentication, does anyone know if the sending servers are all something.sendgrid.net ?

10952
J
Contributor I
2 years ago
A
Contributor I
Alexander RivasContributor I
asked in Accounts and Settings
Urgent: My Account Has Been Disabled

Hello, For some reason, my account has been disabled.  Our company already started paying for the 75k emails + 25k SMS messaging program but we cannot access our account.  Please reply.  We are working with time sensitive material for the Black Friday season.   Thank you, Alex  

701
stephen.trumble
Community Manager
2 years ago
E
Contributor I
EVRContributor I
asked in Accounts and Settings
Two Factor Authentication email not coming

Hi there, I had to create this account as I have been trying to access my actual account all day. I've tried to get my two factor authentication code all day long and no luck. This is crucial as we launch our business tomorrow

661
stephen.trumble
Community Manager
2 years ago
N
Contributor I
NoahPetHouseContributor I
asked in Accounts and Settings
Unable to update all action statuses

I started to have this error message while edditing an email sequance in which i was putting images on them. And so far i cant use the app for anything since this error unables any saves or updates on any features this app provides…It gives this error “Unable to update all action statuses”And the reason im opening a topic here is because the app doesnt allow me to send any emails since it cant update anything

1871
David To
Klaviyo Employee
2 years ago
A
Anonymous
asked in Accounts and Settings
How to block a bot that uses a slightly different email address to sign up

There’s a bot that keeps subscribing to my emails and adding to cart.  How do I block it? It always uses the same name, but the numbers in the email are slightly changed. One of the emails is fake52124@fakemail.com. How do I block it?

10506
R
Contributor II
2 years ago
A
Problem Solver I
Andrew.WaltersProblem Solver I
posted in Accounts and Settings
Example of Using a Web Feed

I’m interested in how Klaviyo users are using Web Feeds. Please share an example if you have one! Thanks!

211
stephen.trumble
Community Manager
2 years ago
H
Contributor II
harrysekhonContributor II
asked in Accounts and Settings
Outage in Australia?

Is there some kind of an outage in Australia? Can’t edit campaigns, forms or even raise a ticket. Everything just returns an error. Support form comes back with a 403 error.

314
chloe.strange
Community Manager
2 years ago
L
Contributor I
LOKAIZContributor I
asked in Accounts and Settings
Can l use 2 email addresses for 2 intergrations? PLEASE HELP!!

Hi, l am posting here as a final plea that somebody here in the community may be able to help me! l have 2 stores on the platform Shopify to which l have linked the Klaviyo app to both, l want to set up pop ups and flows etc for both but the problem is Klaviyo are only letting me use one email address for both intergrations now ordinarily this would not be a problem how ever one of the stores is a pet supply store and the other is an 18+ store so l obviously can not have an adult store email going to a pet supply store and vice versa but everytime l try to add a new email for each store the platform uses that same email for both intergrations! Is there any way l can use each companies dedicated email address in Klaviyo? l have tried contacting support by email but l am getting nowhere.Thank you in advance!

901
Dov
2 years ago
J
Contributor I
jensonlineContributor I
asked in Accounts and Settings
Is live chat closed today? (14th Nov)

I can’t seem to access Live chat today, and our account has been suspended for no reason, and predictably we have a launch today. Is it shut today? Thank you.

241
chloe.strange
Community Manager
2 years ago
Rick x Kulin
Contributor I
Rick x KulinContributor I
asked in Accounts and Settings
How can I resolve account suspension as Klaviyo was "unable to process last payment"?

Hi, I have a client whose Klaviyo account was suspended today (Remembrance Day) because Klaviyo was “unable to process last payment.”The credit card and billing information on file is up to date but we’re still suspended. Have tried multiple credit cards but still suspended.Please help!We’re losing money because of this...

2641
Taylor Tarpley
Community Manager
2 years ago
S
Contributor I
SanderContributor I
asked in Accounts and Settings
How to remove underline hyperlinks

Where can I find the settings to remove the underline from all hyperlinks? So we standard don’t want hyperlinks to be underlined in emails. 

10662
Brian Turcotte
2 years ago
A
Contributor III
AlipearlContributor III
asked in Accounts and Settings
Address

Hi, If I want to change the address of our Klaviyo account, will the address change affect the normal use of our account?

761
stephen.trumble
Community Manager
2 years ago
A
Contributor I
A. EliasContributor I
asked in Accounts and Settings
Website not allowing flow creation

Hi, for the past 2 days I have been unable to create a flow. It does not matter which flow I select or even creating one from scratch. The website stops on the create flow screen and never progresses.  I get the spinning wheel that never stops spinning.  Also I have tried to submit a message but that keeps giving me an error also.I am on the free plan currently but with the trouble I am having even using the site I am leery about getting on a paid plan. There seems to be no support at all. All the options they provide to get help are unavailable or not working.  

653
A
Contributor I
2 years ago
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