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Issues with skipping large number of recipients and Klaviyo not responding


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Has anyone had any issues with Klaviyo skipping large volumes of users in campaigns? My segments don’t contain users who are suppressed, and we’ve been emailing them via Klaviyo for 5+ months with no issues, but for a week, email campaigns are skipping more than 70% of our client database which means we can’t contact them. I have submitted a ticket to Klaviyo last Thursday and they respond every other day, suggesting ways that the problem is self-inflicted, even after we’ve proven that it’s confined to the Klaviyo platform and we sent the same email via our free MailChimp account with no problems. This is really worrying as we’ve got a backlog of important email campaigns that we can’t send due to this issue and Klaviyo don’t seem to be interested in looking into this as a matter of urgency. Has anyone got any suggestions?

Best answer by Timmy Solomon

Hello Lucy,

It sounds like a frustrating situation. Large-scale skipping of recipients in Klaviyo campaigns can occur due to a few key reasons. Here are some steps you can take to identify and potentially resolve the issue:

1. Check Segment Criteria

  • Even if your segments don’t contain suppressed users, ensure the criteria for your segment haven't inadvertently changed.
  • Review your segment rules for conditions like engagement thresholds (e.g., "Has not opened an email in X days") that could be excluding recipients unexpectedly.

2. Examine Suppression Reasons

  • In Klaviyo, go to Profiles > Suppressed Profiles to see if a large number of your users were suppressed due to bounces, spam complaints, or manual suppression.
  • If Klaviyo has suppressed profiles without clear reasons, provide evidence (e.g., successful deliveries via MailChimp) to Klaviyo Support.

3. Review Deliverability Settings

  • Verify your sending domain settings, such as SPF, DKIM, and DMARC records, to ensure they are correctly configured.
  • A sudden increase in skipped recipients could indicate a temporary deliverability issue on Klaviyo’s end.

4. Test Campaigns

  • Create a small test campaign targeting a subset of your database to identify if specific groups are being skipped (e.g., certain email domains).
  • Use Klaviyo’s Email Deliverability Report (if available) to analyze the performance of recent campaigns.

5. Escalate Support

  • If Klaviyo's responses aren't addressing your concerns, escalate your ticket by requesting it be reviewed by a senior support specialist.
  • Share concrete comparisons between Klaviyo and MailChimp (e.g., screenshots, delivery reports) to highlight the discrepancy.

6. Temporary Workaround

While waiting for Klaviyo to resolve the issue, consider temporarily using MailChimp or another email platform for urgent campaigns.

If the issue persists or escalates, Klaviyo’s Trust & Deliverability team might need to investigate deeper. Let me know if you'd like assistance drafting further communication with their support team!

Best regards,
Timmy Solomon
Email Deliverability Specialist

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2 replies

Timmy Solomon
Problem Solver III
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  • Problem Solver III
  • 19 replies
  • Answer
  • January 16, 2025

Hello Lucy,

It sounds like a frustrating situation. Large-scale skipping of recipients in Klaviyo campaigns can occur due to a few key reasons. Here are some steps you can take to identify and potentially resolve the issue:

1. Check Segment Criteria

  • Even if your segments don’t contain suppressed users, ensure the criteria for your segment haven't inadvertently changed.
  • Review your segment rules for conditions like engagement thresholds (e.g., "Has not opened an email in X days") that could be excluding recipients unexpectedly.

2. Examine Suppression Reasons

  • In Klaviyo, go to Profiles > Suppressed Profiles to see if a large number of your users were suppressed due to bounces, spam complaints, or manual suppression.
  • If Klaviyo has suppressed profiles without clear reasons, provide evidence (e.g., successful deliveries via MailChimp) to Klaviyo Support.

3. Review Deliverability Settings

  • Verify your sending domain settings, such as SPF, DKIM, and DMARC records, to ensure they are correctly configured.
  • A sudden increase in skipped recipients could indicate a temporary deliverability issue on Klaviyo’s end.

4. Test Campaigns

  • Create a small test campaign targeting a subset of your database to identify if specific groups are being skipped (e.g., certain email domains).
  • Use Klaviyo’s Email Deliverability Report (if available) to analyze the performance of recent campaigns.

5. Escalate Support

  • If Klaviyo's responses aren't addressing your concerns, escalate your ticket by requesting it be reviewed by a senior support specialist.
  • Share concrete comparisons between Klaviyo and MailChimp (e.g., screenshots, delivery reports) to highlight the discrepancy.

6. Temporary Workaround

While waiting for Klaviyo to resolve the issue, consider temporarily using MailChimp or another email platform for urgent campaigns.

If the issue persists or escalates, Klaviyo’s Trust & Deliverability team might need to investigate deeper. Let me know if you'd like assistance drafting further communication with their support team!

Best regards,
Timmy Solomon
Email Deliverability Specialist


Christiannoerbjerg
Expert Problem Solver II
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Hi ​@LucyG2025 

Thank you for posting in the Community!

You can look in the recipient activity. Then you can see the amount of people, which is skipped from receiving the e-mail. That should show you, why they’re skipped.

Hope that helps! :-) 

Christian Nørbjerg Enger
Partner & CPO
Web: Segmento.dk
LinkedIn: @christianfromsegmento
Voldbjergvej 22b, 8240 Risskov