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Accounts and Settings

Get help with managing your account and settings.

  • 751 Topics
  • 1,898 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
M
Contributor I
martina.profumoContributor I
asked in Accounts and Settings
Unclear charge on credit card

My dad was charged (from Klaviyo inc. software) about 120usd on his credit card in the name of Klaviyo but we can't figure out where it comes from. My dad is a retiree, he has no business for which he needs Klaviyo. He doesn't even have a klaviyo accountIs it possible to go back to the details? could it be a hacker or fraud problem?This is the second time this has happened to him. We fail to understand. Thank you!!

1
stephen.trumble
Community Manager
2 years ago
S
Contributor I
StephaneBContributor I
asked in Accounts and Settings
Update credit card information not working (always in progress)

Hi,We are trying to update our account credit card information to stop using the free tier and get more active accounts and emails. But, when updating the credit card information and clicking on the update button, nothing happens. The button has a in progress indicator and it never stops. There are no error messages.This is kind of urgent since we need to unblock our emails.I submitted a ticket to support, but still no response after a few hours.Thanks.

6
J
Contributor I
2 years ago
J
Contributor I
Joel LückingContributor I
asked in Accounts and Settings
Process to add Credit Card Payment is always loading

I wanted to upgrade my Klaviyo Plan and tried to add my Credit Card as a payment method. If I click on the button to confirm my datas, it won’t stop loading. So it’s not possible to add my credit card as a payment method. It‘s a big problem cause my clients need to get important emails but it’s not possible cause it’s not working to add a credit card!

3
alex.hong
2 years ago
C
Contributor I
curiouscreatureContributor I
asked in Accounts and Settings
Viewed Product Tracking Not Working Shopify Atlantic Theme

Hey there, I have tried using the set up wizard to set up my viewed product tracking which I get the green text saying that it is enabled on my shopify store. However, when I check the viewed products analytics it is still flat lined even though there are definitely people on my website and buying products. I have tried redoing this but to no avail.  Can anyone kindly assist? Thanks

1
David To
Klaviyo Employee
2 years ago
V
Contributor I
VinnieTContributor I
asked in Accounts and Settings
Matomo Analytics & UTM Parameters

My site uses Matomo Analytics instead of Google - Matomo uses “MTM” instead of the normal “UTM” prefix in URLs. I’m trying to add custom parameters in Klaviyo Account Settings, where I’d like to set the value for mtm_campaign to the Klaviyo Campaign Name, however it is not an option. All that is available is External ID, Klaviyo Profile ID, and Link or Alt Text.Is there any workaround here?

1
David To
Klaviyo Employee
2 years 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
2 years ago
Pabloce.val
Contributor I
Pabloce.valContributor I
asked in Accounts and Settings
That the popup is shown when there is an offer in Shopify

How to make klaviyo popup appear only when there is an active promotion in shopify store?

1
alex.hong
2 years ago
R
Contributor II
Rachel FlamContributor II
asked in Accounts and Settings
email report when someone subscribes?

Hi everyone! I can't find where to set this up - I'd like to get an email every time someone subscribes to a list.Where do I set that up? Right now i have no way of knowing apart from going into klaviyo reports. Tia!Rachel

1
alex.hong
2 years ago
B
Contributor I
Black PumaContributor I
asked in Accounts and Settings
Can I add users of my Klaviyo account to Klaviyo Academy?

Hi there everybody ! Can I add users from my Klaviyo account to my Klaviyo Partner Academy? If so, How can I do it? Thanks in advanced!! Rafa  

1
alex.hong
2 years ago
S
Contributor I
Sheena HContributor I
asked in Accounts and Settings
Merging Multiple Klaviyo instances into one

Hello Members,We wanted to merge our four instances into one major instance. I wanted to know this can be done in Klaviyo. Thanks! 

1
David To
Klaviyo Employee
2 years ago
D
Contributor I
Derek LeungContributor I
asked in Accounts and Settings
Confusion about profiles limitation and emails limitation

Hello I am so confused about the limitation of the profiles and emails. I imported thousands of profiles before and I deleted already. Now there are only about less than 50 profiles in my account. But why in my account overview, there are still more than 8000 profiles recorded here??  My second question is, as you can see from the screenshot, the Profiles Monthly Usage is 250 active profiles, does it mean i can only send a campaign with segement or list with only 250 profiles per month?For example if i send a campaign with segement with 250 profiles on 1st Jan, then i cannot send any other campaign during the whole January? Please kindly offer me help.

5
stephen.trumble
Community Manager
2 years ago
T
Contributor I
Taishah99Contributor I
asked in Accounts and Settings
Account disabled

Hola, hace una semanas quise ingresar a mi cuenta y me aparece inactiva. No entiendo por qué. Cambié la contraseña dos veces y nada. ¿Por qué pasa esto y cómo puedo recuperar mi cuenta? Es una cuenta que uso para el trabajo y es urgente. Gracias.

1
David To
Klaviyo Employee
2 years ago
N
Contributor I
NadelmikadoContributor I
asked in Accounts and Settings
Douple Opt In Mail is empty

Hello together, I have a problem. Klaviyo is set up, DOI too. However, when I subscribe to the newsletter, the mail is sent, but it is completely empty. No button for the confirmation to the newsletter registration available. What am I doing wrong? 

5
Dov
2 years ago
E
Contributor I
etsyfindofthedayContributor I
asked in Accounts and Settings
Does Klaviyo support business units?

Hello!My blog is small, but as I look to grow -- does Klaviyo support separate business units to inherently separate brands/subscribers/etc.? How can this be managed in Klaviyo? Thanks 😉

1
alex.hong
2 years ago
V
Contributor I
VoibonContributor I
asked in Accounts and Settings
how to use one klaviyo account for 2 website for only one register

I have 2 website. one is blog and one is product store. And people can navigate to the product store from the blog website. Now I want to using one Klaviyo account to manage these two webstie and make user registered once and can login to 2 website without registering twice. 

1
stephen.trumble
Community Manager
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
S
Contributor I
SimonaContributor I
asked in Accounts and Settings
Where can I change the "organisation name"

Where can I change the “organisation name”

2
S
Contributor I
2 years ago
B
Contributor I
boxContributor I
asked in Accounts and Settings
Where are all the active profiles coming from

Hello everybody, we have about 300 members in our lists but suddenly we have around 2300 active profiles.I am not able to figure out where those profiles are coming from and also I am not able to suppress them.Is there any way to manage the active profiles?It seems like we have no control over that.

1
alex.hong
2 years ago
S
Contributor I
sushma sharmaContributor I
asked in Accounts and Settings
Getting mails in spam

I am getting my mail in Spam even i have changed the sender mail id.

1
David To
Klaviyo Employee
2 years ago
itsterry0908
Contributor II
itsterry0908Contributor II
asked in Accounts and Settings
I suddenly can`t login with

Hello all, I suddenly can`t log in with my Klaviyo account, it shows 403 forbidden, but I can log in with incognito mode or another google account with same Chrome Browser, what`s the problem? Please see the screenshot:error 

1
alex.hong
2 years ago
M
Contributor I
meldrcContributor I
asked in Accounts and Settings
Am I eligible to be a Klaviyo Partner? (copywriter just getting started with Klaviyo and email marketing for clients)

Hi all! So, I earned my Klaviyo Product Certification yesterday and I’m all fired up about moving ahead and doing more and more Klaviyo-related work for clients. I also have my own (minimalist) copywriting website.My intention to work with Klaviyo is strong, but honestly - I haven’t had a single Klaviyo client yet (except for myself! Since I’ve set up some sign-up forms and flows for my own website).Question: Based on the above, am I eligible to become a Klaviyo Partner?  Or do I need to show some client successes first?I don’t want to “waste” my Partner application, so I thought I’d check here first.Cheers!Melanie

1
alex.hong
2 years ago
E
Contributor I
emvpiiContributor I
asked in Accounts and Settings
What happens after Klaviyo reinstallation

Hey there we got problem with integrating Klaviyo to Shopify as it seems we need to reinstall it, our goal is to get the all the metrics for email flow triggers.However we are hesitant since we don’t know what will happen--will our contacts be deleted, emails, etc? We’ve installed Klaviyo few years ago like around 2018 so we didn’t get the easy peasy installation with what we have today.*I could request to do reinstallation but again we are hesitant to do this. Anyone who knows the best way to do this? 

1
Dov
2 years ago
W
Contributor I
westboatmarineContributor I
asked in Accounts and Settings
Why does it seem my Account is Disabled for no reason?

So, I'm new to Klaviyo and I was checking everything out. Creating and deleting multiple Flows, Lists, Segments, Forms, etc… To learn and experiment how everything worked and figuring it out by myself. But suddenly I got my account disabled out of thin air… Any help? Thanks.

1
Taylor Tarpley
Community Manager
2 years ago
D
Contributor I
Dave C.Contributor I
asked in Accounts and Settings
User ID disabled from All My Clients' Accounts

Hi, I am Klaviyo Product Certified: https://verify.skilljar.com/c/sf46d7ri7mbhand I own a small email marketing agency.  This is my full time livelihood.  I always follow all best email practices, and study/review the latest updates in email marketing on a monthly basis. 2 days ago I was locked out of all 6 of my clients’ accounts because 1 of the accounts was disabled. I have emailed support 3 times and have heard nothing back. I think I know why the 1 account was disabled, and it was 100% an accident: We were having trouble getting Zapier to track sales data from their shopping cart into Klaviyo,so we set up an affiliate link to track sales. We are NOT promoting an affiliate offer: the  Klaviyo account is owned by the owners products.  We were simply using the link to track sales in the short term while we got their shopping cart to link properly with Klaviyo. I own a small email marketing agency and would NEVER use a Klaviyo account for affiliate marketing. I sincerely apologize for

1
alex.hong
2 years ago
E
Contributor I
EllieBContributor I
asked in Accounts and Settings
Shopify App for Pre-orders that syncs with Klaviyo

Does anyone know if any of the Pre-rder/Backorder Shopify Apps sync directly with Klaviyo?

1
David To
Klaviyo Employee
2 years ago

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