Accounts and Settings

Get help with managing your account and settings.

  • 334 Topics
  • 848 Replies

334 Topics

B
BrandyournameNew Member
asked in Accounts and Settings

Suspension with no reason

It was rather surprising, no prior notices requests and even email that says that your account is suspended (checked the spam folder as well).  We’ve had our account managed by professional email marketing team with more than 20 clients. No issues with emails, no high spam rate or something like that and the main thing - no warnings. Just a ban on our account as well as our email management team’s. That’s as customer unfriendly as it can possibly get.  Klavyio customer support has been contacted.  No idea what action to take now as there is no reply from their CS yet. 

5
chloe.strange
Community Manager
5 months ago
The Token Shop
The Token ShopNew Member
posted in Accounts and Settings

Upcoming Changes to Email Tiers

Last week Klaviyo sent out an email to some of their customers informing us that our email tiers were about to change. We wanted to let you know about a change to Klaviyo’s pricing. Klaviyo's email tiers will no longer offer unlimited email plans. We are adjusting this to match our higher pricing tiers. Effective April 11, 2022 your current plan will have an email limit of 10x the profile limit.We have been a customer for 4 years on the 40,000 profile plan. We spend $600/mo to send Unlimited Emails. Because we have been allowed no limits on this plan, our current email marketing strategy includes over a dozen highly customized flows which span the course of an entire month to allow a once per month marketing calendar refresh. We send just over 2 Million emails per month with a 25% open rate which converts to just over 30% of our total revenue. Klaviyo is a big part of our business.  This should have no impact on you or your business, as you will still be able to send emails to your cus

15
G
Klaviyo Employee
5 months ago
A
abubakaraneesNew Member
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
5 months ago
N
Nikki2UNew Member
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
5 months ago
R
rjms13New Member
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
Community Manager
5 months ago
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b1212New Member
asked in Accounts and Settings

Does Klaviyo have Chat Support?

 I am new to the system and its a bit confusing, do they have a chat support system… email takes long to get a response

4
G
5 months ago
F
formanActive Contributor
asked in Accounts and Settings

Where to set up view web tracking code?

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? Please help me. Thank you 

5
David To
Community Manager
5 months ago
A
APBsayinNew Member
asked in Accounts and Settings

List and payment billing questions

Hi. My question is, I’m paying about $100 for my list of contacts, problem is I’m currently not using that list at the moment, if I stop paying will I completely lose my list? Is there a pause of some kind? My business requires many emails but does not require to use the emails often at all, I’m talking 6/7 months at a time or so. Is my only choice to keep paying monthly even though I’m not using it for months? Are there any options here? Thank you.

5
alex.hong
Community Manager
5 months ago
H
homerunpetNew Member
asked in Accounts and Settings

How to change the email avatar?

Hello I am using KLAVIYO to do email marketing and want to change this avatar, so when my customers see my email they will see my logo. Does anybody know where to set this in KLAVIYO?  

5
alex.hong
Community Manager
5 months ago
T
talhaNew Member
posted in Accounts and Settings

My account got disabled this morning without any reason

My Klaviyo account got disabled Named (Email Knights) I only used it to help my clients design emails and setup their flows.I didn’t send any spam email, my clients gave me access to that email now I’m stuck, I had access to multiple Klaviyo accounts that I managed for my clients.I even Contacted the Klaviyo support.Now I don’t know what to do.

2
T
5 months ago
M
moodxmanagerNew Participant
posted in Accounts and Settings

Klaviyo / compliance and support

What’s happening?What are these delays?What are these mistakes?I’ve been a fan of Klaviyo, but now I’m not.I’ve been struggling to get the attention of Klaviyo’s support representatives.It just takes too much time and effort. They just don’t give  about you anymore.They don’t read what you write and don’t take additional steps to get into your issue. They take the route that’s the easiest - reply with macros. Most of the time, that macro is nowhere close to helping resolve the issue. I do believe now’s a hard time for Klavio’s support due to bad time management or some other reason X, but it’s been like this for months now. The second issue is - compliance. The time is of essence when it comes down to deliverability. On Monday, I’ve sent a request to Klaviyo’s compliance team to reset our email sending domain so we could add a new one, since we’re transitioning to our new brand name. There was no response for over 24 hours.OK.Tried to connect with support for over an hour just to recei

3
chloe.strange
Community Manager
5 months ago
D
davekluzNew Member
asked in Accounts and Settings

Templates Not Working

I’m trying to create a campaign and I can’t access my Templates. I can’t edit Templates either. Is anybody else having this issue?

3
Dov
Community Manager
5 months ago
vylla001
vylla001New Member
asked in Accounts and Settings

Second sending domain?

Can I have a second sending domain within my sub account and keep the same root domain? Currently I’m using one for newsletter and would like to use the second one for promotions.

3
David To
Community Manager
5 months ago
Ivan Lee
Ivan LeeNew Member
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
5 months ago
C
CONSORTIUMNew Member
posted in Accounts and Settings

Why is Klaviyo support closed on a Monday

We had an urgent email send scheduled for today...and hit some glitches on pre-send testing.Klaviyo Chat Support is down all day.  Any idea why they can’t staff someone?

2
chloe.strange
Community Manager
5 months ago
N
NlevinsonNew Member
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
5 months ago
M
mazsupportNew Member
asked in Accounts and Settings

Why isn't the data in my account showing up anymore?

Our klaviyo is empty. It was visible till last night, and now it's completely blank in the morning.Campaigns. Flows, templates, and lists are no longer available. This is very shocking and not sure what to do? Tried multiple browsers, but same blank account. Chat is also unavailable at this time; if anyone can assist, please do so.

3
alex.hong
Community Manager
6 months ago
J
jay_proNew Member
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
Community Manager
6 months ago
K
kimmiaNew Member
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
6 months ago
G
grillsupplyNew Member
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
Community Manager
6 months ago
M
marctyson70New Participant
asked in Accounts and Settings

How do I configure an Mageplaza extension to send my transactional emails via Klaviyo?

I am trying to configure a Mageplaza extension to send my transactional emails via Klaviyo, currently my transactional emails are being sent via my current email provider but I need the > Support Host name and IP Address > Port > Protocol > Authentication > Username > Password - any ideas how I go about this please?

5
M
6 months ago
N
nick38429New Member
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
Community Manager
6 months ago
W
Wild MustardNew Member
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
6 months ago
A
AliceZNew Member
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
Community Manager
6 months ago
B
BlastedNew Member
asked in Accounts and Settings

Sending Domain/Link Tracking?

Hi everyone! I only have close to 5 people on my newsletter. If I set up a custom sending domain with link tracking would it go to spam since I don’t have many subscribers? Would I be able to warm my sending infrastructure with only 5 subscribers? Thanks! 

3
alex.hong
Community Manager
6 months ago

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