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Klaviyo Marketing Email Issues- Skipped Emails-Wrong Profile Selcetd.

  • January 18, 2026
  • 2 replies
  • 16 views
M
Contributor I
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Hello Community,

I am facing serious issues with Klaviyo flow tracking and email behavior on my Shopify store, and I need guidance from experts here.

Store status

  • Shopify store is not live yet
  • Blocked due to Klaviyo flow & email issues.
 

Our Setup

  • Shopify-based forms (not Klaviyo embedded forms)
  • Forms:
    1. Contact Us (Connect Form)
    2. Press Kit Form
    3. Concierge Form
    4. Newsletter Subscription
  • Custom forms capture:
    • Name, Email, Country, Mobile, Message
  • Newsletter captures:
    • Email only
  • Each form is connected to a separate Klaviyo list
  • Klaviyo flows:
    • Add data to its respective list
      Email to customer
    • Internal notification email to team
 

Expected Behavior

For every form submission, regardless of:

  • Same email ID
  • Same browser
  • Same device
  • Multiple submissions

We expect:

  1. Email to be sent to the email entered in the form
  2. Internal notification email to be sent
  3. Submission data to be captured correctly
  4. Each submission to be treated as a new entry/event
 

Issues We Are Facing

  1. Emails are skipped
    • Klaviyo shows: “Skipped: Already in list”
    • But for inquiry/support forms, we expect an email every time
  2. Emails sent to wrong email ID
    • Example:
      • Form submitted with mehulhuf1@gmail.com
      • Email received on mehul@poem.me (used in earlier testing)
  3. Delayed emails
    • Sometimes emails arrive 3–4 days later
  4. Profile confusion
    • Logged-in browser email seems to override form-entered email
 

What Klaviyo Support Told Us

  • Emails are skipped because the profile already exists in the list
  • Browser cache + logged-in Klaviyo profile may affect submissions
  • Suggested:
    • Logging out before testing
    • Changing form Targeting and Behavior
  • However:
    • We cannot find Targeting and Behavior settings
    • This does not explain real-world customer behavior

      Hello Community,

      I am facing serious issues with Klaviyo flow tracking and email behavior on my Shopify store, and I need guidance from experts here.

      Store status

    • Shopify store is not live yet
    • Blocked due to Klaviyo flow & email issues.
    •  

      Our Setup

    • Shopify-based forms (not Klaviyo embedded forms)
    • Forms:
      1. Contact Us (Connect Form)
      2. Press Kit Form
      3. Concierge Form
      4. Newsletter Subscription
    • Custom forms capture:
      • Name, Email, Country, Mobile, Message
    • Newsletter captures:
      • Email only
    • Each form is connected to a separate Klaviyo list
    • Klaviyo flows:
      • Add data to its respective list
        Email to customer
      • Internal notification email to team
    •  

      Expected Behavior

      For every form submission, regardless of:

    • Same email ID
    • Same browser
    • Same device
    • Multiple submissions

    • We expect:

    • Email to be sent to the email entered in the form
    • Internal notification email to be sent
    • Submission data to be captured correctly
    • Each submission to be treated as a new entry/event
    •  

      Issues We Are Facing

    • Emails are skipped
      • Klaviyo shows: “Skipped: Already in list”
      • But for inquiry/support forms, we expect an email every time
    • Emails sent to wrong email ID
      • Example:
        • Form submitted with mehulhuf1@gmail.com
        • Email received on mehul@poem.me (used in earlier testing)
    • Delayed emails
      • Sometimes emails arrive 3–4 days later
    • Profile confusion
      • Logged-in browser email seems to override form-entered email
    •  

      What Klaviyo Support Told Us

    • Emails are skipped because the profile already exists in the list
    • Browser cache + logged-in Klaviyo profile may affect submissions
    • Suggested:
      • Logging out before testing
      • Changing form Targeting and Behavior
    • However:
      • We cannot find Targeting and Behavior settings
      • This does not explain real-world customer behavior

         

        What We Are Looking For

      • Clear explanation of why this happens

      • Recommended best-practice architecture

      • Step-by-step guidance (especially for event-based tracking)

      • Confirmation if this use case is achievable in Klaviyo

      • Any help, screenshots, or examples will be highly appreciated 🙏
        This issue is blocking our store launch.


        Thanks in advance,
        Mehul Shah

    2 replies

    talha.hussain
    Problem Solver IV
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    • talha.hussain
    • Problem Solver IV
    • January 19, 2026

    Hi ​@Mehul Shah,

    When Klaviyo emails are skipped or sent to the wrong profiles, the best place to start is the Skipped section in the email or flow analytics. Clicking into a skipped message will show the exact reason Klaviyo did not send it to a profile.

    The most common causes are:

    Smart Sending
    If a profile recently received another email, Klaviyo may skip the message to prevent over emailing. You can review or disable Smart Sending on the individual flow email if needed.

    Flow or Message Filters
    Profiles may no longer meet a filter at send time, even if they qualified when they entered the flow. This is very common with conditional splits or message level filters.

    Suppressed Profiles
    Unsubscribed or bounced profiles are automatically skipped and will not receive flow emails.

    Trigger Mismatch
    Double check that the flow is triggered by the correct list, segment, or event and that the expected profiles are actually entering that trigger.

    Once you review the skipped reasons in analytics, it should clearly show why those emails are not sending and which setting needs adjustment.

    Talha Hussain - Senior Email Marketing Spacilest
    Byrne C
    Community Manager
    Forum|alt.badge.img+28
    • Byrne C
    • Community Manager
    • January 20, 2026

    Hi ​@Mehul Shah,

    Thanks for describing the issue you’re facing in detail! I’ll do my best to answer your questions and offer some advice. That being said, in situations where you’re facing multiple issues regarding a flow that ranges from profiles not entering the flow to receiving the email late, it would be best to work with our support team. The reason for this is because our team is capable of looking at the specific flow in your account and the list that triggers it, along with your Shopify integration. So I do encourage you to continue working with support to help solve this issue!

    Addressing each of your issues:

    1. Emails are skipped. It is expected that if a profile is already in a list, and subscribed, it won’t enter that same list-triggered flow again when subscribing again. If the profile unsubscribes, and then subscribes again, it will enter a list-triggered flow again as long as that flow allows re-entry, but at this time, it is not possible for somebody to enter a list-triggered flow multiple times when subscribing with the same, already subscribed email.
    2. Email sends to wrong email ID. The only explanation I have for this is that some inboxes might have forwarding set up, so an email that gets sent to them ends up forwarding to another inbox. This would be set up on the inbox level, not within Klaviyo. If you believe this is happening even without those settings applied to your inbox, I’d recommend having our support team look into this, so they can diagnose the issue.
    3. Delayed emails. By any chance, are these emails being sent to Microsoft Inboxes? We’ve noticed that over the past few days, Microsoft has been deferring some emails industrywide. Deferrals are essentially delays. The inbox says “we’re not ready to receive this email now, but try again later”. When deferrals happen, Klaviyo will attempt to keep sending the email for 72 hours. If this is happening for non-Microsoft inboxes, I’d recommend checking to make sure the time delays in your flows are the lengths that you expect them to be.
    4. Profile confusion. Since these are Shopify forms, it might be worth reaching out to Shopify to ask them to clarify what happens when information is submitted in a form that doesn’t match the information of a logged-in user.

    Apologies for not having the exact solution here - it’s a bit tricky to provide that without access to your account, but best of luck, and feel free to ask any additional questions here, and I’ll do my best to answer!

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