Accounts and Settings

Get help with managing your account and settings.

  • 718 Topics
  • 1,827 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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718 Topics

JustJassy
Contributor I
JustJassyContributor I
asked in Accounts and Settings

MailMonitor App

Hello, everyone! Has anyone tried using MailMonitor App to further monitor your emails? Thanks

1
stephen.trumble
Community Manager
2 years 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
J
Contributor I
jay_proContributor I
asked in Accounts and Settings

Why does customer service never respond?

This is probably the worst customer service I have ever encountered from any provider. \ Multiple service concerns in queue for 5+ days, a perfunctory answer on only one of them. Nobody ever answers chat. I have it up waiting for a response literally all day. What is going on where you can’t service customers paying as much for their email client as for the commerce site? 

1
David To
Klaviyo Employee
2 years ago
E
Contributor I
eilmcgContributor I
asked in Accounts and Settings

Klaviyo is asking me to setup and integrate with shopify again

When I logged onto klaviyo, it acted as if I did not set up my account yet.  I have been a paying customer of Klaviyo for over a year.  The prompt was to run the integration with my shopify store, which I have already done.  I did not run the integration again for fear of losing everything I have set up in my klaviyo account in the past 15 months.And since the system does not recognize me as a paying customer, I can not access Chat.  VERY ANNOYING!!! I need to access my account immediately.  I did submit an email, but no response yet.  Argh….Anyone have ideas?

1
retention
Partner - Platinum
2 years ago
M
Contributor I
MarianTContributor I
asked in Accounts and Settings

Data feed error: Web feed response is larger than cache size limit.

Hello guys, I have a problem. I want to upload a json product feed but i got this error: Error fetching feed: Web feed response is larger than cache size limit. What i can do?Thanks

1
David To
Klaviyo Employee
2 years ago
A
Contributor I
AbdelkrimContributor I
asked in Accounts and Settings

Where to set up view web tracking code in shopify 8.2.0 ?

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?And i don’t have custum liqquid section in my store ?Please help me. Thank youTheme version 8.2.0!  

1
alex.hong
2 years ago
A
Anonymous
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!

1
Taylor Tarpley
Community Manager
2 years ago
E
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
2 years ago
F
Contributor I
FransalContributor I
asked in Accounts and Settings

Can't bulk suppress profiles

I have two issues: Number 1 - I linked up Mailchimp with the Klayvio account and synced the contacts, but in Klayvio it’s not showing people who have unsubscribed as suppressed? There is no one in the suppression list for that segment. Number 2 - when I try and do a manual suppression Klayvio is not giving me the option to bulk upload a suppression list. The button which should say ‘upload a CSV file’ is not there, only the button which allows you to upload individuals to the suppression list. Can anyone help me out?

1
Bobi N.
Partner - Platinum
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
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
N
Contributor I
Nicolas DallmerContributor I
asked in Accounts and Settings

Big problem with Klaviyo

Hello, for several months I have been billed on an account that I no longer have access to.The only way to cancel the billing is to create a ticket from the associated account but I can't even log in anymore since the email address associated with this account is deactivated.I've tried to contact Klaviyo everywhere but they either don't answer me or refer me to an FAQ.Can you help me solve my problem?DALLMER Nicolas

1
David To
Klaviyo Employee
2 years ago
T
Contributor I
tk14Contributor I
asked in Accounts and Settings

A second Partner Academy Certification after 2nd (successful) try

I have passed the Klaviyo Partner Academy Certification on the first try and received it via Email.Now that I have taken it again and achieved a better score, I was wondering if it was possible to get a new certificate including the improved score since a LinkedIn Link with a good score was my goal. Thanks for all the help in advance!

1
Anni.Kim
Klaviyo Employee
2 years ago
V
Contributor I
vidyabalaContributor I
asked in Accounts and Settings

There is no data shown on the account from email templates campaigns and templates please fix this asap

Our account is no longer working - we have no data in our dashboard, email templates and campaign data. Can Klaviyo support help us to solve it asap 

1
David To
Klaviyo Employee
2 years ago
N
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
R
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!

1
alex.hong
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  

1
Taylor Tarpley
Community Manager
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
W
Contributor I
Wild MustardContributor I
asked in Accounts and Settings

How to edit my partner profile?

Hey there community, I’m managing multiple accounts as a Klaviyo Partner, but since I began my business has rebranded with a new trading name and email address.When I’m registering my managed accounts, the old details are coming through for confirmation and new clients are getting confused.I’ve searched high and low but I can’t seem to find a way to edit my business name and email/login credentials without losing access to everything and starting over? Can someone please guide me in the right direction as this looks and feels unprofessional to me and would love to rectify it!Thanks so muchLisa

1
Taylor Tarpley
Community Manager
2 years ago
A
Contributor I
AliceZContributor I
asked in Accounts and Settings

How integrate Klaviyo with Shopify Markets

Hello, i’m a new user of Klaviyo. I need to integrate Klaviyo with Shopify Markets, is it possible? Is the same way to integrate with Shopify? I can’t find a guide about it. Thank you. Alice

1
David To
Klaviyo Employee
2 years ago
N
Contributor I
nick38429Contributor I
asked in Accounts and Settings

Won't bill

I am beyond frustrated. For days now I have been trying to process a new payment method, but Klaviyo won’t charge the card. My account is now suspended, and support is yielding zero response (chat and email after 2 days). Any help? 

1
alex.hong
2 years ago
T
Contributor I
TysonContributor I
asked in Accounts and Settings

"Add to Cart" - ID Snippet. Varying codes on product page.

Hi, I’m working on creating the Abandoned cart flow sequence and followed all the steps outlined. But, came across this bump with the ID’s on the shopify product page (all the IDs are unique and Klaviyo is unable to register it). ………….After adding the ‘Product Tracking Script’ and the ‘Add To Cart’ snippet (for ID), in that order, I inserted the ID code from the product page. But, each product page has a unique code. Below are two examples;   Below, I inserted the code; I tried by copying the code from the ID section and pasting it into ‘product.liquid template’, but Klaviyo doesn’t register it. I also tried it without the unique numbers from the ID, it still wouldn’t register the ‘Added to cart’ in analytics.   Can you help me with this? 

1
David To
Klaviyo Employee
2 years ago
G
Contributor I
grillsupplyContributor I
asked in Accounts and Settings

Web tracking only works for myself, not for customers (added to cart, product view, active on site)

Hey, I have a shopify store and have implemented the added to cart, product view and active on site triggers as instructed.When I then tried to trigger the events, I noticed that the events are only triggered on myself.For example, when a customer cancels the shopping cart, nothing is displayed under klaviyo profiles.I have tried just about everything....The other triggers all work so far. Hope you can help me!ThanksDaniel 

1
Dov
2 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
L
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
2 years ago

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