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Question

Custom catalog source is not available in email template


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Hi, I hope you are doing well.

 

I do have multiple custom source catalogs. I’m trying to build a template to add a few products from those custom sources into the template using catalog tag.

Here is the code:

{% catalog itemID %} {{ catalog_item.title }} {% endcatalog %}

(itemID is replaced with the right itemID value)

But when I see the preview it says: Unable to find item with code: . It may have been deleted.

All the items are published and I can see them in Products > Items tab.

 

Would you please help me to understand what’s the issue right here?

Did this topic or the replies in the thread help you find an answer to your question?

5 replies

zacfromson
Problem Solver III
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  • 2025 Champion
  • 14 replies
  • February 10, 2025

Hi there! Thanks for your question to the community. There could be a few reasons why you are getting the error: “Unable to find item with code: . It may have been deleted.” 

Here are some possible solutions to troubleshoot with:

  1. Ensure the Custom Catalog is Synced with Klaviyo

    • Go to Klaviyo > Catalogs and confirm that your custom catalog is successfully imported.

    • If using a third-party integration (e.g., Shopify, BigCommerce, or custom API import), refresh the catalog sync.

    • If you made recent changes, try waiting a few minutes and then reloading the template.

  2. Verify That the Item Exists & Is Published

    • Navigate to Products > Items in Klaviyo and search for the exact itemID you’re trying to reference.

    • Ensure the item is published and not in a draft or archived state.

    • Double-check that the itemID you’re using in the template matches exactly (including letter casing and special characters).

  3. Confirm That You Are Using the Correct Catalog Source

    • If you have multiple catalog sources, you might be referencing the wrong one.

    • Replace "your_custom_source" with the exact name of the catalog as it appears in Klaviyo. Try specifying the correct catalog source using: {% catalog source="your_custom_source" itemID %}
        {{ catalog_item.title }}
    {% endcatalog %} 

  4. Manually Test With a Known Item ID

    • To confirm whether the issue is the catalog or the template, try hardcoding a valid itemID: {% catalog "known-working-itemID" %}
        {{ catalog_item.title }}
    {% endcatalog %}

  5. Use Klaviyo’s Debugging Tool

    • Open the template preview in Klaviyo.

    • Click on “View Data” to check if the itemID variable is being recognized correctly.

    • If it’s empty (null), then Klaviyo isn’t retrieving the right value.

If none of these steps work please let me know and I’m happy to provide additional solutions.  


Amos Peace
Problem Solver III
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  • Problem Solver III
  • 57 replies
  • February 10, 2025

Hello ​@dotamir,

It looks like the issue could be one of the following, kindly check it out:

  1. Ensure you're using the correct itemID. Try hardcoding it:

    {% catalog "your_item_id_here" %} {{ catalog_item.title }} {% endcatalog %}

  2. If you have multiple catalogs, make sure the item exists in the right one.

  3. Double-check that the product is published and not in draft.

  4. VPrint {{ itemID }} before the {% catalog %} tag to see if it's empty or incorrect.

  5. If you've recently added products, wait or clear the cache.

If the issue persists, let me know which platform you're using. 

 

 

Best Regards,


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  • Author
  • Contributor I
  • 2 replies
  • February 10, 2025

@zacfromson thanks for helping.

but I’ve already checked the solutions you mentioned and still getting this error.

I do have a Shopify integration and also a custom source and I’m able to get items from Shopify source but when I’m trying same code for my custom source it returns that error.

 

Good to mention that I deleted the custom source for a few hours but not the items! Then added the custom source again but the error still happens.

 

What would be the problem here? Is it okay to have one Shopify integration and a custom source?


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  • Author
  • Contributor I
  • 2 replies
  • February 10, 2025

@Amos Peace thank you so much but that didn’t help.

please read my other comment and see if any of them are the problem.

 

I’ve read from the documents after you created the custom source, you have to contact the support to enable mapping for product block. But I don’t want to use product block, I need custom HTML block 


Byrne C
Community Manager
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  • Community Manager
  • 75 replies
  • February 11, 2025

Hi ​@dotamir,

Would you mind pasting the exact syntax you’re using to add a catalog item to your email? I’d like to take a look to see if I’m noticing any errors that could be causing this issue. Additionally, what’s the name of your catalog? Once we have this info, we can take a closer look as to why you’re not seeing it work.

-Byrne