Hoping someone here has run into this or can point me in the right direction, because I'm going in circles trying to get help.
The bug: The SMS unsubscribe link is displaying the wrong logo, it looks like one of our partners' logos scraped from out website rather than ours. I've already updated our logo on the Sender Information settings page, but the change isn't showing up on the live unsubscribe link, and i cant start sending SMS with this mistake.
The circles: I tried going through /support, but it says my access to email support and live chat has expired, with a link to upgrade plans. When I check the billing page though, it shows I'm on the Standard plan with the "Success and Support" package included at $0, so I'm not sure how i can even upgrade to get support on this bug. I also tried the virtual assistant, but it couldn't answer basic questions about this.
Has anyone else seen the wrong-logo issue on SMS unsubscribe links, or knows a workaround? And if anyone knows the right way to get a support ticket open, I'd really appreciate the pointer.
Thanks in advance.
Best answer by ArpitBanjara
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
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
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.
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:
Sorry for not responding, I ended up paying for support as this was quite urgent for me and klaviyo to their credit was the only sms provider who was able to get our sender id working in Australia on July 1st.
Not happy I had to pay to get information like that. i’ve had issues getting setup with other companies but never had to pay to get a bug resolved before. if it wasn’t for the Sender ID thing you would have lost me as customer instantly.
p.s. the AI support is very very bad, it’s just making up answers.
