New profiles merging unexpectedly + showing "Never Subscribed" from sign-up form

Question

Hi Klaviyo Community,I'm facing two issues with my Klaviyo pop-up sign-up form and hoping someone can help.Issue 1: Profiles are merging automaticallyEvery time a new profile is created from my pop-up form, it gets merged into an existing profile. I don't have any deduplication rules set up, so I'm not sure what's causing this. I also can't find a merge history to see which profiles have been merged.My setup:Pop-up form created in Klaviyo	Integrated with Shopify store	No manual deduplication rules configuredHas anyone experienced this? What could be causing automatic merges?Issue 2: New profiles showing "Never Subscribed"New profiles are being created and added to my list after form submission, but their subscription status shows as "Never Subscribed." This means I can't send them marketing emails even though they signed up.I'm not sure if I'm missing a consent checkbox setting on the form or if there's something else going on.Questions:What causes profiles to merge automatically without any rules set up?	Why would profiles in a list still show "Never Subscribed"?	Is there a way to view merge history in Klaviyo?Any guidance would be really helpful. Thanks!

ArpitBanjara · Answer

Hey ​@HasnainWhy profiles merge: Klaviyo automatically combines two profiles if they share the same email, phone, or device. No setting needed. It just happens.So when someone fills your popup,, Klaviyo checks if that email already exists somewhere (a past visit, a checkout, anything). If it does, the new signup gets folded into that old profile instead of creating a new one. That's expected, not a bug...No, Klaviyo doesn't show you a merge history. The closest thing is opening a profile and checking its activity log. It won't say "merged" but it shows past activity.Why "Never Subscribed"happens:, Check List > Settings > Consent. If it's set to double opt-in, people get a confirmation email after signing up... Until they click it, they stay "Never Subscribed." Most people never click it...Switching to single opt-in skips that step. Tradeoff: less certainty people actually wanted in.Here's how these two issues likely connect: the profile your new signup is merging into (the old one from a checkout or past visit) was probably already sitting at "Never Subscribed" before your form ever touched it. Filling out the popup doesn't automatically overwrite that status. So you're not looking at two separate problems. You're looking at one old, unconfirmed profile absorbing a new signup and keeping its old status.Worth checking: are the "Never Subscribed" profiles the same ones that just merged. If yes, that confirms it.I hope I answered all your questions, let me know if you have any follow ups.CheersArpit

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