Accounts and Settings

Get help with managing your account and settings.

  • 477 Topics
  • 1,259 Replies
AndriyBoychuk
Rank
AndriyBoychuk
solved this question

change or delete account

You should contact the Klaviyo team and they will be able to do it. You can not do it yourself. here is the form https://www.klaviyo.com/can...
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S
Rank
sipcult
solved this question

How to edit the "Confirm your subscription" email?

Solution: You can find the form under Lists & Segments > Newsletter > Subscribe & Preference Pages > Email Confirmation
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Julie Hayes
Julie Hayes
started this topic

Multi-Account Setup

Multi-account is a feature built for clients who want to integrate multiple stores in Klaviyo using one login. To use this feature, you need...
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477 Topics

C
Contributor I
callumContributor I
asked in Accounts and Settings

Why was payment taken out when I Just downgraded to free plan?

Hi,I just downgraded to free plan and payment of $70 was taken.I wanted to contact support for a refund but a lot of Klaviyo support is behind paid plans.I do not have access to the paid plan despite $70 being paid.

2
Taylor Tarpley
Community Manager
8 days ago
E
Contributor I
elizaflanContributor I
asked in Accounts and Settings

My new card won't upload so I can pay my bill

SO Frustrating!! I am doing everything to get the new card that I’ve uploaded retried but it’s greyed out and I can’t get in touch with the Klaviyo team because it appears that I’m not a paying customer (because it won’t bill!!!!) Can someone please help me! Thanks Eliza

1
Taylor Tarpley
Community Manager
8 days ago
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Contributor I
liuyft9756tofo7tvwefdvbpiuhweContributor I
asked in Accounts and Settings

Receiving wrong countries marketing emails from Klaviyo

I am currently receiving marketing emails from Klayvio that give me information for the UK. For example the latest one is 30+ marketing dates. (which would be REALLY useful) except my business is based in the US and has no relevance.  I have made sure the timezone is correct within account settings, but that doesn’t do anything. I am currently on the free plan as it’s a very new business and I am just starting out with email capture. Yet I am unable to contact Klayvio for assistance. Can anyone here help me?Thanks in advance.

3
Taylor Tarpley
Community Manager
11 days ago
C
Contributor I
Christine911Contributor I
asked in Accounts and Settings

How can I cancel my account and prevent being billed again?

I canceled my account after months of trying to get help and ended up never using it . I requested many times for it to be canceled but I got charged every month for something I never used and had no support. I am willing to keep klavio even in finding out how to cancel I was ignored from day 1 I am willing to keep this account if the money I have paid can be added to begin again on the right foot or send me a refund because I could not use this at all ever . How can I get them to respond to me?

1
Taylor Tarpley
Community Manager
13 days ago
A
Contributor I
AlexTurneyContributor I
posted in Accounts and Settings

On-Going Reporting of SMS Credit Usage

Companies that use Klaviyo NEED to be able to understand how they are trending on credits usage. How many credits were used yesterday, last week, last month, etc? Whatever is in account overview can be described purely as vanity metrics. They are not helpful i understanding if you have enough credit or if you are going to get charged overages at some point. This is baseline functionality that should have been consider an MVP feature by the product management team at Klaviyo because it builds TRUST with companies. Without this Klaviyo feels like another Attentive (not a good thing). PLEASE prioritize helping your customers (the actual users of Klaviyo). Is there anything currently being worked on to address this? How do we get this prioritized? 

1
David To
Community Manager
18 days ago
J
Contributor II
Janice22710Contributor II
asked in Accounts and Settings

Renew Expired Academy certifications?

How do I renew certifications that have expired? Is it as simple as taking the exam again or does the whole course need to be redone? Thanks.

3
Irrra
Expert Problem Solver II
25 days ago
M
Contributor I
Marjory Renita MarketingContributor I
asked in Accounts and Settings

Help! I'm trying to set up a new account but my account is disabled! No response from support yet...

Help! I'm trying to set up a new account but my account is disabled! I already submitted tickets twice and no response from support yet... 

1
stephen.trumble
Community Manager
27 days ago
I
Contributor I
imonesContributor I
asked in Accounts and Settings

How can I know if I successfully registered members in my partner portal?

Hello everyone, I recently enrolled my digital marketing agency in Klaviyo's affiliate program (partner), and after registering two users - one through my referral link and another through the form to request the user's transfer under my agency - I find myself with no referrals at the moment. How can I verify that everything has been successful? Did I do something wrong? Thank you,Umberto.

7
Taylor Tarpley
Community Manager
15 days ago
C
Contributor I
caitlynContributor I
asked in Accounts and Settings

What is affiliated marketing / referral program in Klaviyo?

Hello! We are looking to expand into Affiliated marketing and I’m interested in learning more on how we can use Klaviyo for this. I saw Klaviyo advertising “Referral Program” and am eager to learn more. 

1
Taylor Tarpley
Community Manager
27 days ago
D
Contributor I
dominikjaContributor I
asked in Accounts and Settings

Partner link

Where to find my affiliate link? Or how to find the partner ID and then generate the link?I see a lot of people having trouble with this as I doesnt display in the dashboard..Pls help

1
L
Problem Solver III
29 days ago
M
Contributor I
MohamedContributor I
asked in Accounts and Settings

Seeking Advice: Requesting a Same-Day Refund from Klaviyo for Monthly Subscription

Today, I was charged for my monthly subscription with Klaviyo. However, I intended to cancel my subscription before the invoice was generated. Due to unforeseen circumstances, I was unable to cancel it in time. I'd like to request a refund from Klaviyo as I no longer require their services, and I believe that since the invoice was generated just a day ago, it would be reasonable to expect a refund.Unfortunately, I haven’t been able to find a way to contact them.I wonder if you have experienced a similar situation with Klaviyo or other subscription-based services. If so, could you please share your insights on the following:What is the best approach to request a refund from Klaviyo in this scenario? Should I include any specific points in my refund request to make it more persuasive or effective? Did you successfully obtain a refund in a similar situation? If so, how did you manage to do it?Any guidance, advice, or shared experiences would be greatly appreciated. I believe this informat

2
Taylor Tarpley
Community Manager
1 month ago
D
Contributor I
dj7777Contributor I
asked in Accounts and Settings

cancel and cant , want me to select an upgrade or get it auto by them

I was on chat today to get help just canceling while a take a break. I got the directions and followed them. Now, I get emails telling me I will be upgraded to another level. I want to cancel, I cant, not an option, I can close it, lose all the data from years. Any ideas to cancel? If not, im ready to kick them to the curb, enough! 

7
D
Contributor I
1 month ago
J
Contributor I
James48955Contributor I
asked in Accounts and Settings

Why am i unable to update organization contact info?

I got a new domain from .com to .co.uk so I need to update my sender email and my URL but everytime I try I get this message, It wont let me fill in the state/province/region either as that is empty and everytime I try it gives me the same message.  Anybody know how to fix this? 

3
J
Contributor I
1 month ago
P
Contributor I
pookalitaContributor I
asked in Accounts and Settings

Can't clone or delete campaigns on my phone

Since the update I can no longer see the entire dashboard on my phone. I go to campaigns but can’t see the right end. so I can’t clone or delete. Since there’s no app the only way I can do it is on my computer, which is inconvenient 

1
David To
Community Manager
1 month ago
A
Contributor I
Andrea MaceContributor I
asked in Accounts and Settings

Is support email down?

Is support email down?  I’m trying to submit a request and I keep getting an error message that tells me to try again later.

1
Taylor Tarpley
Community Manager
1 month ago
Marty17
Contributor II
Marty17Contributor II
asked in Accounts and Settings

How can I manage customer e referral link options missing in my Partner Portal?

Hi guys, can you help me please?I can’t find the Manage customer e Referral Link Options in my Partner Portal Profile. I need to solve as soon as possibile to register my client inside.Can you help me please?I didn’t understand how the unborading process works in the partner portal..maybe I’m missing to do something in the process..Thank you for your great help!

4
Marty17
Contributor II
1 month ago
M
Contributor I
margaux1803Contributor I
asked in Accounts and Settings

How to disable the double opt-in on an account level?

I see that the double opt-in is only at Lists level but I would like to disable it at account level. It was possible before I think.

1
Taylor Tarpley
Community Manager
1 month ago
J
Contributor I
jeanniehindContributor I
asked in Accounts and Settings

Using Forms & Flows on a free plan

Hey guys, i’m a little stuck here and wonder if anyone has any ideas…I was using a free plan and our forms and flows were working well but they now aren’t adding to the list and the flows aren’t working either. I was sure Klayvio said this would be fine but i’d pay if I wanted to send emails to our 8k subscribers but is that incorrect and to use them I need to have a paid profile? We run events only 2x a year at the moment so theres no real need to pay the fees year round so i’m just trying to understand if we move platforms or if i’m missing something.  thank you  Jeannie 

2
Taylor Tarpley
Community Manager
1 month ago
M
Contributor I
matuhyggeContributor I
asked in Accounts and Settings

price score

How can I eliminate the decimals that appear in the prices of the products of the dynamic catalogs that I use in the imails

1
Spark Bridge Digital LLC
Partner - Gold
1 month ago
A
Contributor I
Agustina EsperanzaContributor I
asked in Accounts and Settings

Por que no puedo accesar mi cuenta cerrada despues he pagado?

Hola, hace unos días me cambie de plan, abone el de 20 euros y sin querer parece que inhabilite mi cuenta, por lo cual no me deja hacer absolutamente nada, me canse de mandar mails y no tener ninguna respuesta. Podrían ayudarme a recuperarla ya que la necesito mucho a esta cuenta.

5
Taylor Tarpley
Community Manager
1 month ago
J
Contributor II
Janice22710Contributor II
asked in Accounts and Settings

I was told I would be contacted for a potential refund, but haven't heard back?

I closed my site, but kept my Klaviyo account as I want to do the trainings offered. Before downgrading I opened a case with Klaviyo asking for a refund for a charge for a month that should not have happened. I have a case number. I was told it would take time. I downgraded my account to a free one which means I cannot contact support. Support closed my case without responding and I cannot open a new one since I now have a free account. Is there any way to get Klaviyo’s attention since I have no way of contacting them without paying now?

6
J
Contributor II
1 month ago
B
Contributor I
BeaContributor I
asked in Accounts and Settings

Do paid accounts have access to live chat?

Why is it that i have no access to chat support when on the paid plan it says that I am eligible for this service

3
E
Contributor I
1 month ago
J
Contributor I
jojobanxContributor I
asked in Accounts and Settings

my name displays on instead of brand name

For some reason, my actual name seems to pop up when sending out campaigns instead of my brand name, any help on how to change this to my brands name? Thanks! 

1
Taylor Tarpley
Community Manager
1 month ago
J
Contributor I
JaniceBLWContributor I
asked in Accounts and Settings

Not receiving 2-step authentication code

I’m not getting the 2-step authentication code to log into my Klaviyo account. So I’m locked out of my account and I can’t ask for a support ticket because I am locked out of my account. How do I get back in. Very Frustrating.

1
Taylor Tarpley
Community Manager
1 month ago
A
Contributor II
AlexanderContributor II
asked in Accounts and Settings

How can I get help adding Client to Account?

Hi there,  I’ve reached out to support multiple times regarding this and have not heard back (it’s been over a month). I’ve also emailed the Partner email inbox. I’m trying to add a new client to my Klaviyo Portal but I cannot since the brand’s previous agency is still attached. My team has 5x the amount of Klaviyo revenue after just one month and I do not want the old agency getting credit for this as it was my team, not theirs. I can have the Founder of the brand confirm this if needed. Could someone on the partner team please reach out to me? PS - I know this likely isn’t the right place to post this, so I apologize, but I do not want someone else getting credit for work they didn’t do! Thanks in advance! Alex

5
A
Contributor II
1 month ago

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