Hello @iKegger,

Welcome to the Klaviyo Community!

Thank you for sharing your feedback. We are adjusting our support model to best meet the diverse needs of our customers by shifting to provide a community-based support experience for free users. We do understand that this is a shift in what you have come to know, but we have invested heavily in our Customer Education resources to make sure that you continue to be supported and are set up for success.

This shift in our support model only impacts users on our free account plans. Users on our paid plans will continue to have the same level of access to support with no changes. This includes having both email and chat support available.

For free users, after the initial 60 day trial with email support, you will still have access to the following resources:

• Klaviyo Community, where you can connect with a Klaviyo expert to have your questions answered, connect with peers, join user groups, and crowdsource with industry professionals for advice.
• Klaviyo Help Center, where you can access robust, step-by-step guides for setting up and maintaining your Klaviyo account.
• Klaviyo Academy, where you can find courses and certifications to enhance your Klaviyo knowledge and skills.

You will still be able to file critical support tickets for account access issues such as 2-Factor Authentication, Password Resets, etc. through our request form. 

Just a note that this change will go into effect on February 1, 2023 for our free plans. You will still have access to email support until that date. If you’d prefer to continue with email support after February, you can do so by upgrading to any paid plan. 

I hope this helps in clarifying any confusion!

David