Where do I access Chat support if I'm a paying customer? - Double opt-in email is not my brand experience

  • 9 March 2021
  • 4 replies

Badge +2

I purchased a subscription and don’t have access to chat support since I want to disable double opt-in because I can’t for the life of me find where this confirmation email is pulling from. It  is from a different brand. Check out the screenshot:


Please enable my chat support and disable the double opt in since it is incorrect and not my brand. 


Best answer by cassy.lee 10 March 2021, 22:39

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Userlevel 6
Badge +9

Hi @GTR1978

Thanks for being a part of the Klaviyo Community! Just looking to better understand what the scenario you’re experiencing is. If you have purchased a subscription and are a paying Klaviyo customer, you should have access to Chat Support during Chat hours which are 9am-5pm ET Monday through Thursday, and 9am-3pm ET on Fridays. You can view further details here

If you are looking to disable Double Opt In and want to enable Single Opt In, there is a Community post that talks about the new feature! 

Double opt-in is still the default and highly recommended in order to maintain good deliverability, but if you have a use-case that necessitates single opt-in, you can toggle on this setting by first navigating to the specific list. Then, click Settings and select single opt-in rather than double opt-in. 


Just as a reminder, the Klaviyo Community forum is an opportunity for our customers to network with other like-minded brand builders and to learn tips from other Klaviyo customers and Partners as you grow your company. This forum isn’t monitored by Klaviyo Support, so we won’t have the ability to go into your account to modify any changes. 

Thanks so much, and hope this was helpful! 

Badge +2


Thank you for your message. While I understand the double opt in best practice, the feature is sending an email to folks that are signing up from a completely different company and I can’t find for the life of me where it is pulling from. Check out this screenshot This is an opt-in email from a test I did and it is from a company in Australia selling supplements hence why I would like to disable it while we can figure where it is pulling from. I will try chat since I paid a subscription.

Userlevel 6
Badge +9

Just to follow up with an additional thought @GTR1978 - Do you currently have a signup form through Klaviyo? If not, perhaps the image you shared is from a double-opt in confirmation from your e-commerce partner, like a Shopify or WooCommerce. For instance, if you have Shopify as an Integration, you should go to your Shopify store and customize your double opt-in email by clicking Settings > Notifications in your Shopify admin. There’s a guide for that here on the Shopify help center:

Although, it is a little concerning that the email alias is from this Australian brand too. Have you been able to replicate and trigger this confirmation message yourself? 


Userlevel 6
Badge +9

@GTR1978 After re-reading, I realized you said that the screenshot is from a test email to yourself, so I apologize for asking about replicating the confirmation message! If you haven’t already, I would recommend going into your Shopify store to see if that’s the confirmation email: 

Settings > Notifications in your Shopify admin. There’s a guide for that here on the Shopify help center: