Contributor I

Solved

Client Profile API not updating

Forum|Forum|2 years ago
September 11, 2023
6 replies
442 views

We’ve encountered an issue with the “Create or Update Client Profile” API functionality.

Despite consistently receiving a 202 response, attributes (e.g. name, title) and properties are not updating on certain profiles, even when the email and/or phone matches. But for some profiles, the attributes are updated.

Any ideas on what could cause this? Does the API only work if the profile was created directly through Klaviyo vs. via the Shopify integration?

We’ve reached out to the partner support email (partners@klaviyo.com) over two weeks ago but haven’t received a response.

This topic has been closed for replies.

Best answer by agrath

@alexrbs We had an issue that sounds similar on an integration for a client.

Our server sending the identify api calls had been blacklisted by the automatic monitoring for too many requests (despite having rate limiting on our side). Support had to whitelist our server IP (per Klaviyo instance)

The symptom was the same - 202 response but no update actually happened; and if I recall, some were getting through sporadically so I think this is the first thing to investigate.

Unfortunately there is little you can do without support fixing the issue if this is the problem

A

agrathAnswer

Problem Solver II

@alexrbs We had an issue that sounds similar on an integration for a client.

Our server sending the identify api calls had been blacklisted by the automatic monitoring for too many requests (despite having rate limiting on our side). Support had to whitelist our server IP (per Klaviyo instance)

The symptom was the same - 202 response but no update actually happened; and if I recall, some were getting through sporadically so I think this is the first thing to investigate.

Unfortunately there is little you can do without support fixing the issue if this is the problem

A

alexrbsAuthor

Contributor I

Thanks for the insight @agrath !

A

alexrbsAuthor

Contributor I

@Brian Turcotte are you able to whitelist our IPs (as suggested above) or could you help us find another fix for this issue? Thanks!

David To

Klaviyo Employee

Hey @alexrbs,

The Community forum is a space for Klaviyo Customers, partners and other users to network and learn from one another. This sort of request would be better suited reaching out to our wonderful Support colleagues.

David

A

alexrbsAuthor

Contributor I

Hey @David To we reached out to partner support a couple weeks ago and still haven’t heard back. Can you help us get in touch with the right team?

David To

Klaviyo Employee

Hey @alexrbs,

Do you happen to be a Klaviyo Partner? I wasn’t able to locate your name or business (Birdie) through our Klaviyo Partner Directory. If you are, I would suggest either reaching out to your partner contact or by logging into your partner portal and making a request there.

If you aren’t a partner, then I would highly encourage you to reach out to our Support colleagues who would ultimately be the ones to investigate on this matter further.

David

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