Accounts and Settings

Get help with managing your account and settings.

  • 655 Topics
  • 1,709 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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655 Topics

emma_hugewinmedia
Partner - Silver
emma_hugewinmediaPartner - Silver
asked in Accounts and Settings

Account Disabled after first campaign, any way to get the account balance back?

Hi there, I have a lead, he just created Klaviyo account and imported old contacts then sent the first campaign. But his account now has been disable. Please advise if he can get the balance back? Looking forward to your support.Best Regards,Emma

1
Taylor Tarpley
Community Manager
2 years ago
N
Contributor I
Nicki CContributor I
asked in Accounts and Settings

Klaviyo Partner Certificate

HI,  I’ve just onboarded and completed the Product Certificate. The onboarding webinar mentioned a Klaviyo Partner Certificate coming in Q3 21, but I can only find Klaviyo Sales Certificate as an option - is this the same course/certificate?

3
Anni.Kim
Klaviyo Employee
2 years ago
L
Contributor I
LesContributor I
asked in Accounts and Settings

Is Chat Broken? 11/22/2021

I am trying to access the live chat (for a paid account) but am unable. Is this a temporary problem? 

1
alex.hong
2 years ago
A
Contributor II
angel.mendoza@daveramsey.comContributor II
asked in Accounts and Settings

Track API: GOAWAY received

I have a custom integration tracking user events via the “Track API”. Before I submit the GET /track?data={{data}} request, I open an HTTP2 connection.Things work fine, for the most part. However, during a 24 hours period, and in a random fashion, my HTTP2 connection gets terminated. My application really never becomes dormant and I still see this error during peak hours. Is there something I can do on my side, when working with http2 connections, to prevent the klaviyo host from terminating my connection? I’ve already verified that nothing in my infrastructure is killing my tcp connection.

5
David To
Klaviyo Employee
2 years ago
H
Contributor I
Holi EditionContributor I
asked in Accounts and Settings

DNS verifications

Hello, I have a problem with DNS verification. I made the verification of my send email address with my domain provider but when I click on Klaviyo to finalise the verification, it doesn't work so that I can’t send my campaigns.Thank you.

4
alex.hong
2 years ago
H
Contributor I
hamzabhattiContributor I
asked in Accounts and Settings

Unable To Access My Account

Greetings Klaviyo Community,One of my client gave me access to his Klaviyo account (I don’t know which one of the client). His account was disabled, I was not know this and by mistake I switched to his account and now I’m unable to access my own account. I’m unable to switch my account from one to another. I’m really worried about it, what should I do? Please help.  Thank you!

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

Chat is closed today? 11/11/2021

Chat is closed today? 11/11/2021

1
Dov
2 years ago
F
Problem Solver I
formanProblem Solver I
asked in Accounts and Settings

Web tracking code is not working?

Hi there,I set up the web tracking code back end of the shopify but seems like not working. Could you please tell me why the code is not working. I checked in Klaviyo Activity feed there are no View product and Active on site data. Please help me I hope you understand my concerns.Thank you so much.

3
alex.hong
2 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
melissaK
Contributor I
melissaKContributor I
asked in Accounts and Settings

Bugs in Klaviyo platform experience

We have loved our switch to Klaviyo for many reasons, but there are a few things I’ve noticed that I think could be better for the user. Starting a conversation about it seemed like the best way to go about it in case there’s already a solve for it, or hopefully brings some attention to fix them!Views / organization for Lists & Segments  It would be helpful to have more options for sorting and organizing lists and segments, especially when the segments get complex and specific for different audiences across different channels. Being able to view more lists at once in a big scrolling list would be better than having to click into different pages each time. Also, the search function almost never works for me, which makes me spend a lot more time going through pages looking for what I need.    Media organizing and views  A similar question arises here, it would be great to choose a different view, (icons, scrolling list, choice to view more at once)    Email Builder There have been se

3
alex.hong
2 years ago
G
Problem Solver I
GoodVibes123Problem Solver I
asked in Accounts and Settings

Is there a Klaviyo User Permission that Disallows the Export of Things in My Account?

Does Klaviyo offer a user role/permissions that disallows a user from exporting/downloading my email subscriber list? I have an email consultant who wants to do an audit of my Klaviyo and I need to set them up so they have view-only access to my Klaviyo account but they will NOT have access to export/download subscriber profiles for obvious security reasons. 

1
Bobi N.
Partner - Platinum
2 years ago
C
Contributor I
chilliContributor I
asked in Accounts and Settings

Why is the Data in my Account Suddenly Not Showing Anymore?

Please can someone advise how we can get support from Klaviyo? Our account is no longer working - we have no data in our dashboard for some reason. 

17
M
Contributor I
2 years ago
Irrra
Expert Problem Solver II
IrrraExpert Problem Solver II
asked in Accounts and Settings

why in klaviyo pure white tabs open?

When you click on the tab campaign or coupons appears just a white background, with other tabs all is well. How to fix the problem???

1
stephen.trumble
Community Manager
2 years ago
J
Contributor I
Jay001Contributor I
asked in Accounts and Settings

Is Dedicated sending domain recommeded for new users?

We need your suggestions.Is Dedicated sending domain suggested for new users?We are setting up our website and want to use klaviyo.We came across a dedicated sending domain.We can set it with go daddy where we got our domain from.However,We are not sure how we can warm it up as all blogs are talking about warming as we don't have an email list and will there be any complications if we start a dedicated server in the initial stages.We are looking for your speedy response to proceed forward. 

1
alex.hong
2 years ago
J
Contributor I
Jay001Contributor I
asked in Accounts and Settings

MAIL TESTER TERMINOLOGY

NEED HELP UNDERSTANDING MAIL TESTER TERMINOLOGY-0.1 DKIM_SIGNED Message has a DKIM or DK signature, not necessarily validThis rule is automatically applied if your email contains a DKIM signature but other positive rules will also be added if your DKIM signature is valid. See immediately below. -0.249 HEADER_FROM_DIFFERENT_DOMAINS From and EnvelopeFrom 2nd level mail domains are different -0.001 HTML_FONT_LOW_CONTRAST HTML font color similar to background -0.001 HTML_MESSAGE HTML included in messageNo worry, that's expected if you send HTML emails -0.001 UNPARSEABLE_RELAY Informational: message has unparseable relay lines  -0.001 SPF_HELO_NONE SPF: HELO does not publish an SPF Record

1
Apollonia
Klaviyo Employee
2 years ago
P
Contributor I
proudaxolotlContributor I
asked in Accounts and Settings

Adding domain verification records within Shopify

I’ve been trying to set up a dedicated sending domain for my account. My domain is managed by Shopify, and I had no issues setting up another Shopify domain a while back, but this time I am prevented from entering the CNAME records. I get an error code saying that special characters aren’t allowed when I try to enter kl._domainkey. Is there any way around this issue or do I have to transfer my domain to another host?

1
stephen.trumble
Community Manager
2 years ago
C
Contributor I
co01Contributor I
asked in Accounts and Settings

Question about Email plan and monthly pricing

Hi,I have a question about how klaviyo would charge for my email plan? I’m using $400 plan, it said that I can have 25000 people and unlimited emails sent.Now I exceeded my 25000 limit, so how would klaviyo bill me in the next billing cycle? Will it be $400 x3 (base on the 305% used) or it still remain the same as $400 ?And what will happen if I downgrade to a smaller plan, because this sending limit is only temporary ?  If I upgrade my plan when scheduling a campaign, how would klaviyo bill me for extra contacts? 

1
David To
Klaviyo Employee
2 years ago
3
Contributor I
3000month2021Contributor I
asked in Accounts and Settings

Shopify Impluse theme and Klaviyo Integration

Hi,1. View products - We have added the snippet but it doesn't seem it's working as the screenshot.    can you please check if it is working or not. If not what do we need to do?2.Active on site - We have never added a snippet but when we follow the instruction of "Testing the Onsite JavaScript". We actually got "Data received green button".How to confirm it’s really done ?If it’s not actually done,  and it can be added to main.product.liquid (just like the snippet for view products do) should the snippet be added  above or below "view products" snippet?3. Web tracking snippet- We were told we need to add the snippet but we don[t se any instructions on your pagehttps://help.klaviyo.com/hc/en-us/articles/115005080407#how-to-manually-add-onsite-javascript10Do we need to add this snippet or not? If so, can you point to us which code and to be added to where? Thank you!

2
3
Contributor I
2 years ago
P
Contributor I
Peter WContributor I
asked in Accounts and Settings

How do I access Live Chat if I'm on a Paid Plan and my account is disabled?

I’m a brand new customer. I create my first email flow and just as I’m about to test it, YOU DISABLE MY ACCOUNT and NO ACCESS TO CHAT?This is a terrible early experience for a business about to launch an e-commerce campaign.I had to send an email. Got a useless response and waiting almost 24 hours later with no solution.SOLVE THIS URGENT. And please enable CHAT for people who are locked out with no reason given. 

6
cassy.lee
2 years ago
G
Contributor IV
GregContributor IV
asked in Accounts and Settings

Why Does, "An error occured when submitting. Please try again later.", Show after Form Submission?

Hello, I read all the google subjects on this matter yet no one found solution.I am using an adblock and because of that I am unable to finish signup email.On my iphone signup form isn’t even available.. "An error occured when submitting. Please try again later."Moderator sent mi this topic but of course the issue isn’t fixed herehttps://community.klaviyo.com/signup%2Dforms%2D38/contact%2Dform%2Dsubmission%2Derror%2Dan%2Derror%2Doccured%2Dwhen%2Dsubmitting%2Dplease%2Dtry%2Dagain%2Dlater%2D1656  Me and over 50 people couldnt sign up due to this issue with error or non-exisiting form on iphones.thanks

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

I recently upgraded my account, will subscribers be sent flow emails they should've received before I upgraded?

I hit my allowable profiles limit yesterday and upgraded to the next tier today.There were about 50+ contacts yesterday who signed-up after I hit my limit and before I upgraded and they weren’t sent any emails from the flow they were assigned to.Now that I’ve upgraded, will these 50+ contacts be sent emails from their flow, or do I need to manually do something? 

2
Taylor Tarpley
Community Manager
2 years ago
JustJassy
Contributor I
JustJassyContributor I
asked in Accounts and Settings

Preview Image

Hello! I have been receiving promotional emails with an image along with the subject line. i have seen this only in Gmail. Not emojis, but image preview right below the subject line portion in the inbox preview The emails are much more catchy with this. I have been checking google for a while to see what this feature is called but could not find any clue on the same. Any information on this is Greatly appreciated.I attached a sample here.Thank you! 

1
retention
Partner - Platinum
2 years ago
J
Contributor I
jackloContributor I
asked in Accounts and Settings

Chat is not available on my account [Oct 8, 2021 Service]

The live chat feature is not available on my account. 

1
alex.hong
2 years ago
A
Contributor I
AshleyHContributor I
asked in Accounts and Settings

Does a customer have to be logged into shopify plus account for web tracking

Does a customer have to be logged into shopify plus account for web tracking, if we already have their email?  We have numerous customers that are in our Shopify Store (with an email address) that do not have “accounts”. According to the Guide to Web Tracking,  there are only 3 ways we can track someones behaviors:If someone has, at some point, clicked through a Klaviyo email to your website If someone has, at some point, subscribed/opted-in through a Klaviyo form If someone has, at some point, logged into your site and you have identify tracking installedDoes it really mean that they have to be “logged in” to an account, or are we able to still webtrack as long as we have information on them in Shopify?

1
Dov
2 years ago
P
Contributor I
peekabooContributor I
asked in Accounts and Settings

Maximizing All of the Emails in our Database

Hello! The company that I work for has over 10,000 active profiles in our database and our emails are reaching less than half of that number. Is there a way to either A) reduce the number of profiles that we cannot reach or B) get those profiles back on our emailing list? Seems like a simple issue to resolve but I can’t figure it out! Thanks in advance (:

2
P
Contributor I
2 years ago

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