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Wrong email content sent

Forum|Forum|1 year ago
May 21, 2025
3 replies
105 views

I have sent an email through Klaviyo with a design that wasn't saved correctly, and people received a different version than expected with a different design block in the mobile version that wasn’t visible in the preview version.

I have no idea how this fault came about, can we figure this out together? It looks like this mistake is only visible on iPhone.

Best answer by zacfromson

Hi @Diamondsbyme NL

This issue likely stems from “Display Settings” on specific blocks in your email—particularly the mobile visibility settings.

In Klaviyo’s email editor, each content block has an option under “Block > Display Settings” where you can choose to:

Show on mobile
Show on desktop

It’s possible that:

A block was set to show on mobile only, and it wasn’t visible in your desktop preview.
OR a previous version of your design had a mobile-only block that didn’t get removed before sending (even if not visible in the current editor view).

What to check:

1. Go into the email editor and select any block that might have shown up unexpectedly.

2. Under the Block > Display Settings, check if it’s set to:

“Hide on desktop”
“Hide on mobile”

3. Also, confirm that all changes were properly saved before sending. Sometimes browser caching or session timeout can cause design discrepancies.

whereisjad

Expert Problem Solver IV

@Diamondsbyme NL Could you please clarify what you mean by it being visible only on iPhone? Are you stating that opening the same email in a web browser, the updates are visible? Is it possible that the mobile tab in the template editor has not been updated with the recent changes? This might explain the issue you're experiencing.

— Jad A | Klaviyo + Shopify + API Integrations Specialist • 7+ Years' Experience Helping with new setups, seamless integrations, and API connections—happy to connect. http://ja-technical-consulting.xyz/

MANSIR2094

Expert Problem Solver IV

Hey @Diamondsbyme NL, This sometime happens when a mobile specific block or hidden section mistakenly gets included, here's a possible work around : you can check display settings in klaviyo email, set it on mobile and desktop.
In the editor make use of previous+Test and then select mobile view and send test email to an iPhone real device helps catch this. And if any previous email has been duplicated cause it might have kept some hidden mobile settings by mistake. Rebuilding that block from scratch often clears it.

Mansir Digital Portfolio

zacfromsonAnswer

2025 Champion

Hi @Diamondsbyme NL

This issue likely stems from “Display Settings” on specific blocks in your email—particularly the mobile visibility settings.

In Klaviyo’s email editor, each content block has an option under “Block > Display Settings” where you can choose to:

Show on mobile
Show on desktop

It’s possible that:

A block was set to show on mobile only, and it wasn’t visible in your desktop preview.
OR a previous version of your design had a mobile-only block that didn’t get removed before sending (even if not visible in the current editor view).

What to check:

1. Go into the email editor and select any block that might have shown up unexpectedly.

2. Under the Block > Display Settings, check if it’s set to:

“Hide on desktop”
“Hide on mobile”

3. Also, confirm that all changes were properly saved before sending. Sometimes browser caching or session timeout can cause design discrepancies.

Zac Fromson | Co Founder @ Lilo Social - a full-funnel ecommerce growth agency | lilosocial.com | 2026 Klaviyo Champion

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