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Accounts and Settings

Get help with managing your account and settings.

  • 769 Topics
  • 1,930 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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769 Topics
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
A
Contributor I
AYTSContributor I
asked in Accounts and Settings
Why my payment card was declined?

Hello, Why my payment was declined? I’m using my Paymaya account and has a credit that can cover the Plan cost. please advise. Thank you

3
David To
Klaviyo Employee
2 years ago
D
Contributor I
DivineSynergyContributor I
asked in Accounts and Settings
Account Disabled

My account was disabled after I had someone from fiverr build out some flows. How can I get my account restored? 

1
Dov
3 years ago
P
Contributor I
PaqnaContributor I
asked in Accounts and Settings
Global Cloudfront edge locations to improve popup speed?

We are using the Klaviyo pop up signup forms and noticed that the images we upload to be part of the form load from the LA cloudfront edge LAX50-C1 however we are in Australia.Does Klaviyo only use the LA cloudfront edge?Can we get Australian enabled as well, as an Aussie business, all our customers would be better served from an Australian cloudfront edge location?

1
David To
Klaviyo Employee
3 years ago
R
Contributor IV
Rishabh20Contributor IV
asked in Accounts and Settings
Change timezone in Klaviyo

Hi all, I’m not seeing my local time in my klaviyo account. How to fix this?

1
retention
Partner - Platinum
3 years ago
royaumedestortues
Contributor I
royaumedestortuesContributor I
asked in Accounts and Settings
Why is my Account Under Review by the Compliance Team?

Hello, 3 days ago my account was disabled i dont know why ? Message is ““Your account is under review by our Compliance Team. We’re sorry for the delay - to make sure all senders have a great experience, we perdiodically review active accounts. You should hear from us within one business day” So im waiting i need to understand why, i paid for this app and its not working..

10
Taylor Tarpley
Community Manager
3 years ago
C
Contributor I
CarlosVContributor I
asked in Accounts and Settings
Why is my account disabled, and why is it taking so long to be approved?

Hello, I have already tried plenty of things and replied several times to you guys, but untill now I haven’t recieved a single answer. Just one, asking me for a ton of information (wich I provided the same day), and 4 days later my account is still disabled. I already started a marketing project thta includes seding some ebooks to leads, but I have to send them 1 by 1 because my account doesn’t work. This is my last resort hoping that FINALLY someone is gonna help me.

3
Taylor Tarpley
Community Manager
3 years ago
A
Contributor I
AYTSContributor I
asked in Accounts and Settings
Account disabled permanently

Hello Team, May I know the reason why our account has been disabled permanently? before that, We’re just trying to send a preview or a final look in our personal email and then we finally got our final look the campaign was tagged as cancelled. With this, may I request to reactivate our account. Please advise. Thank you!

1
alex.hong
3 years ago
thepowerofcopy
Partner
thepowerofcopyPartner
asked in Accounts and Settings
I just made a mistake I integrate it into a wrong shopify store. How can I remove the API key in the theme?

Hello guys,  I accidentally integrate the klaviyo of my client to a wrong store, and the pop up it showing already, I saw the API key in the shop, using inspect.I re-integrate it already but still it showing.But I try to locate it in the theme but I can’t see it. THANK YOU IN ADVANCE

1
Mailbox Manny
Partner - Silver
3 years ago
A
Anonymous
asked in Accounts and Settings
Why is Does My Billing Plan Upgrade Seem Incorrect at Checkout?

My current subscription is $60 a month, and I want to upgrade to $80 a month. The order shows $80. Shouldn't I only need to pay $20? Why does it show that the payment is $80?

2
Taylor Tarpley
Community Manager
3 years ago
M
Contributor I
melmContributor I
asked in Accounts and Settings
'Pay now' button for manual billing

We would love a ‘pay now’ button implemented so we could pay our bills when needed. The way our company is set up means we can’t always have the money in our credit card account at the time of billing, so every time we need to pay our bill we need to contact support and ask to pay. We’re in Australia so this is out of our working hours, which adds extra difficulty. Are there any plans to add a ‘pay now’ functionality? Or is there another way we can get our card charged when we need it done, not just the automatic charging attempts?

1
alex.hong
3 years ago
3
Contributor I
3000month2021Contributor I
asked in Accounts and Settings
Comparing Paid vs Free Account Plan for Under 200 Subscribers

We got someone to help us set up the email and we’re told there are some segment or features are only available ( active on site feature is one of them  ?) when we upgrade.  On pricing page,  the plan is free for accounts with less than 200 subscribers. Can someone share what features are we missing for a free plan ? 

1
alex.hong
3 years ago
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