I’m new Klayvio and spent a lot of time setting up my flows and sign up forms. Everything was working but when I log into Klayvio today everything I set up is gone like I’m a new account. However, when I go to my website the Announcement I set up still pops up but doesn’t show in my dashboard. I checked I’m logged in with the right email and I even received a test email yesterday. Can anyone please help?
Flows and Sign up form Disappeared
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Best answer by David To
Hello
Thanks for sharing your question with the Klaviyo Community!
This can often times happen if you mistakenly created another new Klaviyo account to be integrated to your store. You can verify if your website has multiple Klaviyo accounts integrated to it by either seeing multiple Klaviyo accounts under your Accounts dropdown menu or by reviewing your website’s code and seeing two sets of the Klaviyo.js snippet present.
If you see multiple Klaviyo accounts under your Accounts dropdown, this means the account you accidentally created is using the same login credentials as your Klaviyo login does support multi-account access. If you do no see multiple Klaviyo accounts under the dropdown, this may mean you have created your secondary Klaviyo account using a different set of login credentials. You can review and verify if you do in fact have two Klaviyo accounts integrated to your website by reviewing your website’s code by taking the following actions:
- Inspecting or viewing the page source of your website
- CTL + F (or CMD + F on Mac) for the phrase “company_ID=”
- See if this returns multiple results
In the event searching through your site code returns multiple results, take note of the six alphanumeric characters following the “company_ID=” snippet. If each of these returning results do not match one another; this would verify that you have multiple Klaviyo accounts connected to the website. For example, if your search returns both “company_ID=AbC123” and “company_ID=ADe234”, this would indicate two separate Klaviyo account IDs are associated with your site account.
To resolve this, I would suggest logging into the Klaviyo account you accidentally created and take the following actions to fully remove all codes pertaining to this accidentally connected Klaviyo account to your website:
1. Completely remove (not Disable) the integration in Klaviyo
2. Log out of your Klaviyo account
3. Log back into your Klaviyo account via an incognito window
4. Re-add integration from the All Integrations tab
Once removed, I would then recommend cancelling the accidentally created accounts per the instructions found in the How to Cancel Your Klaviyo Account Help Center article. You can also find several Community posts on this similar topic which I think may prove helpful to read up on which i’ve linked below:
I hope this helps!
David
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