Accounts and Settings

Get help with managing your account and settings.

  • 408 Topics
  • 1,044 Replies

408 Topics

K
KatePobiNew Participant
asked in Accounts and Settings

Dedicated Sending Domain issue

Hi, I have an issue with Dedicated Sending Domain. How to properly add the DNS, if I cannot use all the characters? It  gives me this error:  I can use ‘kl.domainkey’ or ‘kl_domainkey’ but I cannot use both dot and _ at once as it is stayed I should..I’d appreciate any help! 

3
K
4 months ago
J
jh999New Member
asked in Accounts and Settings

White screen after logging in

Hi - I can usually access my account no problem, however today when I tried to log in, after my password and 2 factor authenitication have been entered I am presented with a white / blank page. No error messages and no menu options or anything to click.I’ve cleared my cache, tried logging in using a different browser and a different computer, nothing.This is a login that has a couple of different accounts attached to it and someone in a remote office to me is able to access the account (using a different login).Any ideas what might be going on?  

3
alex.hong
Community Manager
4 months ago
K
KristyLENew Member
asked in Accounts and Settings

Newbie here

I'm wondering if there is an option where I can just have someone set everything up for me. I'm trying to add my email campaigns but I see I have to break apart and individually upload each text/image etc from my Canva templates instead of just drag and drop. It's going to take me hours where it might take someone knowledgable minutes. Is there a feature that I can have everything done for me? Obviously it would be an upgrade or pay feature but does it exist? Please help! I'm an old lady with minimal tech knowledge! Help! 

2
profitwhales
4 months ago
O
OrangeNew Member
asked in Accounts and Settings

Auto-upgrade disabled but still being billed

Dear Sir/ MadamWe're from OrangePrints and we would like to get more information that why our  Auto- upgrade has been disabled for our account. But we're still deducted in this month. And please send us an available email to contact because we have sent a lot of emails to your contact mail but didn't get any responses.We look forward to hearing from you soonRegards,Orange

3
David To
Community Manager
4 months ago
V
vbaustraliaNew Member
asked in Accounts and Settings

How to have a free shipping bar on top of website

Hi guys, I was wondering how I could add a free shipping bar on the top of my website at all times. I would like it to say ‘Free shipping for all orders over $50’ and as a person adds items to their cart, the number appears. For example, if they add a $25 item to cart, the banner will say ‘You need $25 more for free shipping’. Much like Privy’s free shipping bar feature that they have. I use BigCommerce. Is this possible? Thank you in advance.

1
Mailbox Manny
Partner - Silver
4 months ago
S
shaizNew Member
asked in Accounts and Settings

New to Klaviyo: Setting up a Welcome Flow

Hi Folks, I’m new to Klaviyo from Pakistan, i want to integrate Klaviyo welcome email to my subscribers and send new emails weekly, how to embed a klaviyo integration with Wordpress! its a basic question i guess but i like the Klaviyo interface and will continue working on klaviyo. kind regards 

1
retention
Partner - Platinum
4 months ago
W
wernstromActive Contributor
asked in Accounts and Settings

Academy "first name" is my email address?

Hi folks,Hoping someone at Klaviyo can resolve this - I logged into my academy profile and noticed that my first name field is also showing my email address. Happy to submit info via DM etc. Thanks!

2
W
4 months ago
M
MudassirproNew Member
asked in Accounts and Settings

Client account is disabled & I'm unable to access all clients account.

Hi there, This is an urgent request. One of my client account & disabled & because of that I'm unable to access any of my client kalviyo account because I'm unable to switch account. Please switch my kalviyo account to the one Im admin so that I can access all other account while my client can contact kalviyo for account reinstate.

2
M
4 months ago
S
SachinYadav101New Member
asked in Accounts and Settings

I have complete Klaviyo Product Certification but didn't received any certificate

I passed klaviyo Product Certification Exam by 84% but didn't got any certificate. 

7
L
4 months ago
Lorena Jaqueline
Lorena JaquelineNew Member
asked in Accounts and Settings

Klaviyo email subscription auto-upgrade question

Hi Community!  I have another question. I’ve been reading about how Klaviyo charges for each plan, but I just can’t understand it correctly.  My account is set up for auto-upgrade, and right now I’ve exceeded my active profile limits. What does this mean? Or what should I expect in terms of my next payment?  The only information I see on my account is that my current plan will have a higher price due to recent updates in Klaviyo pricing. That I get it, but this new price still shows the same amount of profiles and emails I currently have, so I’m still worried if I’ll have to pay more since I have more active profiles than the ones on my plan.I’m so confused because I read that Klaviyo will never upgrade my plan (even if I have the auto-upgrade?), but prevent me for sending an email blast that counts more profiles that my plan allows, is this true?Hope you can help me because I really need help with this :(  

5
Lorena Jaqueline
4 months ago
S
surumanNew Member
asked in Accounts and Settings

I accidentally sent 10K subscriber emails but i'm on the first plan (1500)...how did that work?

i’m baffled what happened, I basically had an opt-in email list after collaborating with a huge national company for a competition and we got a really good participation rate, which meant I had 10K emails consenting to subscribe to our newsletter. Great, I didn’t think, and added them all to my email list via import, forgetting that each subscriber is actually sent a flow that welcome’s a new subscriber and gives them a discount.Of course this means over 10K people got sent a welcome email from our flow, not a campaign. So how did this work? I did get 2-3 notfiications that a few ££ had been taken out of my bank account, not large amounts, literally 2-3£. I’m now wondering whether klaviyo is about to destroy my business account with a huge bill of 300-400 dollars because they sent out 10,000 emails to 10,000 profiles? Profiles Monthly Usage 12,000 of 1,500 active profiles806% usedEmails Monthly Usage12,759 of 15,000 emails sent What happened, how do I fix this for next time?  

1
Mailbox Manny
Partner - Silver
4 months ago
Anas Ali Khan
Partner
Anas Ali KhanPartner
asked in Accounts and Settings

Partner Program Badge - 9 Number

Hi there, Recently I become a Klaviyo Partner Program Member as a Freelancer. So right now the badge is not showing in my profile, as you can see?  I know the 9 numbers should be putted in the profile settings, but my main question is Where to find those 9 numbers ?  You will say “ Go to Portal Dashboard, right hand size there is a Quick Links Tab, scroll down , you will see a Forum Key” , Is that you will say BUT BUT That are not 9 numbers, its showing like this k-002134397 ( It’s Showing 10 numbers ) , What should I do now ?

1
Taylor Tarpley
Community Manager
4 months ago
M
martina.profumoNew Member
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
4 months ago
S
StephaneBNew Member
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
4 months ago
J
Joel LückingNew Member
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
Community Manager
4 months ago
C
curiouscreatureNew Member
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
Community Manager
5 months ago
V
VinnieTNew Member
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
Community Manager
5 months ago
L
LuukeeNew Member
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
5 months ago
Pabloce.val
Pabloce.valNew Member
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
Community Manager
5 months ago
R
Rachel FlamNew Member
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
Community Manager
5 months ago
B
Black PumaNew Member
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
Community Manager
5 months ago
S
Sheena HNew Member
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
Community Manager
5 months ago
D
Derek LeungNew Member
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
5 months ago
T
Taishah99New Member
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
Community Manager
5 months ago
N
NadelmikadoNew Member
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
Community Manager
5 months ago

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