SMS unsubscribe link showing wrong logo + no way to contact support or upgrade

Hey ​@dazedandconfused 

On the logo, updating Sender Information is the right place to make that change, so the fact that it's not reflecting on the live unsubscribe page points to either a propagation delay or a caching issue on Klaviyo's side rather than something misconfigured in your settings. If you have more than one SMS sender set up (for example a branded sender ID versus a toll free number), double check that the logo update was actually applied to the sender you're sending live SMS from, since branding can be tied to the specific sender rather than the account as a whole. Beyond that check, I'd treat this as a backend bug that needs Klaviyo's engineering team to look at directly. I wouldn't restart SMS sending until it's confirmed fixed. A partner's logo showing up on your unsubscribe page is a trust and compliance issue, not just a cosmetic one.

On the support access question, worth checking first: email and live chat support are included on every paid Klaviyo plan, not just higher tiers. If your billing page shows an active paid Standard plan, that mismatch suggests either your plan isn't fully provisioned on the backend despite showing as paid, or there's a flag on the account that's out of sync with your actual billing status. Beyond that check, I'd treat this as a backend bug that needs Klaviyo's engineering team to look at directly. I wouldn't restart SMS sending until it's confirmed fixed. A partner's logo showing up on your unsubscribe page is a trust and compliance issue, not just a cosmetic one.

I hope this helps and thank you for sharing your question here in the community

cheers,

Arpit

Hi ​@dazedandconfused , 

Thank you for reaching out on this! I’m sorry you’re having to deal with this issue and having it affect your ability to send SMS messages. I will directly message you with next steps so we can troubleshoot this properly.

 

Temi@Klaviyo

Hi ​@dazedandconfused,

Just as ​@ArpitBanjara mentioned, for the SMS unsubscribe link, that’s one of the few pages that Klaviyo directly controls and it should have adapted to the “Company image/logo” in your SMS Sender Information.

It looks like you’re being helped by ​@Temi O., but you may also want to check what logo is set in the Media & Brand setting under “Content → Media & Brand → Logos.”  I notice a lot of “default” logos reference it:

https://www.klaviyo.com/brand-library/brand/logos