Accounts and Settings

Get help with managing your account and settings.

  • 566 Topics
  • 1,477 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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566 Topics

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Contributor I
irossss01Contributor I
asked in Accounts and Settings

Why cant I see my campaign history after downgrading to free plan ?

My account was suspended for payment like a month ago. Is it normal I can not see the history of my campaigns anymore in free plan?Also, I used to pay $70. Now the the minimum payment plan is $100 How this could happens from month to the other one.Ant the most important question. If I upgrade again I will be able to see my all my settings and the history of my campaigns performance?

1
Taylor Tarpley
Community Manager
4 months ago
J
Contributor I
justinepnk
asked in Accounts and Settings

Account Suspended due to spammers using our phone number to send SMS

A concerned customer contacted us regarding a fraudulent message allegedly sent from our phone number. However, unfortunately, we encountered an unexpected account suspension without any prior notice.In response to this situation, I submitted a request to reinstate access to our account. However, I discovered that reaching out to support via live chat requires logging in, which is currently not possible. How long does it usually take for anyone to get back regarding this issue?  How to avoid a phone number being stolen by scammers in the future?  

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Taylor Tarpley
Community Manager
4 months ago
D
Contributor I
ddsgadContributor I
posted in Accounts and Settings

Security of this platform?

Have to say, I am kind of dismayed at what I perceive to be a low-level of security for our account at Klaviyo. I just had a meeting with an account rep at Klaviyo and somehow this account rep has access to our entire account, including  all our customer/profiles information, all our sales data,… everything. This is quite ridiculous. Under no circumstances should anyone on Klaviyo’s team have access to our data on the platform unless we specifically permit it. How is this even allowed? I have never seen this with any other platform and I am curious whether I  missed some sort of setting in my account or something. 

1
David To
Community Manager
2 months ago
S
Contributor I
SarahMariaContributor I
asked in Accounts and Settings

Where can I adapt the text of the e-mail that people receive when they opt in for my newsletter to confirm that they want to opt in?

Hi everyone,I have a question regarding double opt-in process:Where can I adapt the text of the e-mail that people receive when they opt in for my newsletter to confirm that they want to opt in? I don’t see that e-mail in the flows section, and I don’t see the text of that e-mail in the sign-up form section. Thank you very much for your help.  

1
bluesnapper
Partner
1 month ago
K
Partner
kirtky97Partner
asked in Accounts and Settings

How can I offboard account data if my account is disabled ?

So two of my clients accounts were recently flagged by Klaviyo compliance and disabled, and although we tried to get them re-enabled, Klaviyo has said we’re still against their TOS. We disagree strongly with this, but it’s not the purpose of this post.The initial message from compliance said that we had 14 days to “offboard” from Klaviyo, and export all of the data we own from the platform (email lists, HTML templates, etc.). But the accounts are locked and there is no way to get in to get any of this info. Compliance has ghosted me for the last two days, and my Klaviyo Partners contact says they can’t get involved with compliance issues. Does anyone have any suggestions on what to do here?Thanks in advance.

1
Taylor Tarpley
Community Manager
4 months ago
S
Contributor IV
Steve0603Contributor IV
asked in Accounts and Settings

Does Klaviyo have an affiliate program or something ?

Hey there.I’ve got an email list and my follwers are e-commerce brands and also freelancers who want to get better with email marketing e-commerce.I was wondering if I could try to get them to use Klaviyo using my affiliate link ? Does Klaviyo have an affiliate program or something ? Thanks.Steve.

1
Ashley I.
Partner - Silver
3 months ago
C
Contributor I
chilguzeContributor I
asked in Accounts and Settings

why am i not able to upgrade my plan with indian card?

 it says i have to do a stripe integration and other complicated things while trying to upgrade my free plan. We are based in India and using an internationally usable card. Please help

1
David To
Community Manager
2 months ago
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Contributor I
TonyBarreiraContributor I
asked in Accounts and Settings

Issues Adding Users To Klaviyo

Hi, I´m having some issues adding a user to my Klaviyo account. I send the invite, i´ve already re-send and the user says that didn´t receive any email. I´ve already send invite to my self to a different email and i receive the invite. How to fix or check this situation?Is there any restriction that a domain account can´t have access to differents Klaviyo account?

1
Taylor Tarpley
Community Manager
3 months ago
P
Contributor I
petermtContributor I
asked in Accounts and Settings

Klaviyo Academy- Progress lost after updating Account email

Hi,Recently, I updated my primary Klaviyo Account email address. Now, when I go to https://academy.klaviyo.com/ , I cannot see my previous progress of courses completed. It seems to have reset itself and there is no evidence that I have completed any of the certificates (which I completed before changing my email address). Why has my Academy progress been lost and is there any way to regain this? It appears to be an issue with SkillJar not taking my change of email into consideration. Thanks

1
Taylor Tarpley
Community Manager
4 months ago
K
Contributor I
KashContributor I
asked in Accounts and Settings

My account was locked when I clicked activate for 1 flow

Hi, am posting here in the community to ask if someone may be able to help me!l have 2 stores, I used 2 different accounts to join kalaviyo for both stores. I set up a flow for a store and activated it successfully. Account (1) runs normally.There's nothing worth mentioning. When I create a flow for the 2nd account and press activate it (live), I'm informed that my 1st account is Disabled and the 2nd account is inactive, I can't log in. There's no reason at all.Thank you in advance!

1
Ashley I.
Partner - Silver
2 months ago
O
Contributor I
OliEmaContributor I
asked in Accounts and Settings

Is it possible to appeal previously blocked accounts?

Hello community!I’m an email marketer and recently a brand reached out saying that they’d like to start working on Klaviyo, but their account got blocked/denied because of their business model.I wanted to ask: is there a way to appeal and change this decision or do they tend to be final? And if there is, would i need to get access to the brand Klaviyo account first to open a ticket?The brand is very similar to https://www.forhims.com/ in terms of business model, they sell prescription treatments and have a team of professionals to prescribe them.Thank you

1
Taylor Tarpley
Community Manager
4 months ago
J
Contributor I
JefeContributor I
asked in Accounts and Settings

Unable to log into Klaviyo...

For the past few hours I’ve been unable to log into Klaviyo to work on my clients’ accounts. Using Klaviyo.com/login takes me to this page: https://www.klaviyo.com/conversations/smsI’ve used Incognito pages, separate computers, different browsers, etc. and have the same result. Going through the ‘login’ link on Klaviyo.com (or the Account button on the same page), after entering user name and password, plus going through the 2-step authentication method as usual, leads me to this page: https://www.klaviyo.com/dashboard but the content of the page is a 404 Page not found page on Klaviyo.com.I would normally try support from within the app, but I can’t get in there to use it, and the options for the support form access don’t cover this situation (my account is not disabled, since Klaviyo still thinks I am logged in!) and none of the other options apply. Anyone here have suggestions on what I can do next?

1
J
Contributor I
3 months ago
D
Contributor I
dualsidedContributor I
asked in Accounts and Settings

User Invite email not being sent

I have a user that is listed as ‘pending invite’. They received the initial invite email but the. link expired. When I click ‘resend invites’ they never receive a second email with a new link.How can I get this user to confirm their invite?

1
Taylor Tarpley
Community Manager
3 months ago
B
Contributor I
BaoTangContributor I
asked in Accounts and Settings

Why isn't my live chat working for several days?

Hi, my live chat has not been working for several days. It just says there are a number of agents waiting and then says Im “disconnected from the Wifi” which is clearly wrong when i exit the chat. This has been going on for a few days now and I can’t get in touch with the live chat feature.   

1
Taylor Tarpley
Community Manager
5 months ago
C
Contributor I
ChicoGContributor I
asked in Accounts and Settings

How many admin users spots are available per plan? Do extra admin seats cost $ ?

How many admin users can I invite in the standard EMail and SMS plan?Do extra admin seats cost $ ? Is there a link to this info anywhere that I can include in my training document? I’m trying to invite like 20 + people to the admin / content creator roles.Thanks a million!

1
retention
Partner - Platinum
1 month ago
F
Contributor I
Foresight DigitalContributor I
asked in Accounts and Settings

2FA Query

Hi,Is it possible to have multiple 2FA devices to the same account? Also, I was able to generate recovery codes, but could only do that once. How do I get more of these once I set 2FA up? Preferred 2FA is via authenticator. Appreciated.

1
Taylor Tarpley
Community Manager
3 months ago
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Contributor I
Hinny23Contributor I
asked in Accounts and Settings

How can I get into my account if it's 'inactive'?

how to resolve "This account is inactive " problem on klaviyo

1
Ashley I.
Partner - Silver
3 months ago
T
Contributor I
TangledUpContributor I
asked in Accounts and Settings

Can't delete free account?

Hello. I’m trying to delete my account, but the steps in the help centre don’t match up with what I see. Then if I try to submit a request, it tells me to log in (which I’ve already done), and sends me back into my account in a circle of frustration. Is there any way of getting an actual person by email or online chat to help with this? 

1
Taylor Tarpley
Community Manager
5 months ago
B
Contributor I
bibi.aContributor I
asked in Accounts and Settings

Account Suspended

I need help getting my account unsuspended. Ive made payment and my card has been charged.its been over 48 hours and I’m yet to get access to my account. I unfortunately cannot access support because it requires a paid account to contact support. I have paid but still don’t have access.

1
Taylor Tarpley
Community Manager
5 months ago
T
Contributor I
TheclosetandcoContributor I
asked in Accounts and Settings

Klaviyo rip off

I subscribed to Klaviyo again about 2 days ago which is not being considered a month‘s use. I got a notice stating my monthly paid for subscription will end August 31st. That is not a monthly subscription. Also Purchased the subscription that will allow me to send 5,000 emails in total to 251-500 persons, and I’ve sent that with one email. Now I’m being notified that I’ve reached my limit by just sending 3 emails. Make it make sense please. I’m trying to reach out to a customer rep and you have to pay for that as well. What a rip-off. I need HELP.

1
Taylor Tarpley
Community Manager
3 months ago
S
Contributor I
summermcgladriganContributor I
asked in Accounts and Settings

Is there a way to have an agency account?

I manage multiple clients email marketing so I want to know is there a way to be invited to multiple clients Klaviyo accounts that I can access all from my own klaviyo account?  Similar to how mailchimp do it? Thanks, 

1
gmartu
Partner
2 months ago
G
Contributor I
GaneshContributor I
asked in Accounts and Settings

My account is disabled, what do I do?

Hello there,Hope you are doing well!My Account gets shut down. I have no idea why my account has been disabled. If anyone aware of this problem. Could you kindly assist me with that?Regards,Ganesh  

1
Ashley I.
Partner - Silver
2 months ago
P
Contributor I
purpromoContributor I
posted in Accounts and Settings

Klaviyo down for everyone?

Getting bad gateway errors and status says everything is fine.

1
retention
Partner - Platinum
2 months ago
A
Contributor I
AlessandroContributor I
asked in Accounts and Settings

Why is my account disabled? |Perché il mio account è disabilitato?

Salve, qualcuno mi sa dire il motivo per il quale il mio account Klaviyo dopo 1 settimana è ancora disattivato (tra l’altro mi dice in modo permanente) dopo che ho cercato di contattarli svariate volte!!!Un’assistenza italiana non c’è e nemmero il numero di telefono.Ho anche fatto un piano di abbonamento mensile a pagamento che ancora non ho potuto utilizzare ed i soldi intanto li hanno presi!  

1
Taylor Tarpley
Community Manager
4 months ago
M
Contributor I
mycrodropsContributor I
asked in Accounts and Settings

Klaviyo's LIVE CHAT has not been manned for weeks. HELP

The customer service holes are showing, friends. The live chat is an endless loop of “we are contacting your agent, please wait”. I have waiting days, weeks. If you say you have a live chat from 9-5 EST than DO IT, otherwise change the chatbot to reflect that NO ONE IS COMING as to not waste our time. This is poor customer service. With no phone number and no live chat, this is really lacking. 

1
Taylor Tarpley
Community Manager
1 month ago

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