Abandoned checkouts not showing up in Klaviyo (even though users are subscribed)

Forum|Forum|1 year ago
July 7, 2025
4 replies
151 views

Hi Klaviyo Community,

I’m having an issue with my Shopify + Klaviyo setup. Some users abandon their checkout (they reach the checkout page and don’t complete the purchase), but I don’t see them in Klaviyo at all — no profiles are created, and they don’t trigger the abandoned checkout flow.

These users have subscribed to email marketing in Shopify during checkout, so they should be tracked.

Everything seems connected properly between Klaviyo and Shopify.
Has anyone experienced this issue? Any ideas on how to resolve it?

Thanks so much!

Best answer by emma.owens

Hi @ZeMark !

Thank you for reaching out to the Community. Have you checked whether any of your other Shopify metrics are tracking? If not, then this tells us that there is likely something wrong with the integration itself. If that is the case, I would suggest following the steps outlined here in our guide for updating your integration settings: https://help.klaviyo.com/hc/en-us/articles/4403927899291#h_01HGK6V28RH4GGGJ9FSP5EG9EK .

Let me know if that doesn’t work and we can go from there!

D

Danielwinner001

Contributor I

Hi! This often happens if Klaviyo isn’t fully tracking checkout emails. Check that your Shopify-Klaviyo integration has “collect email subscribers at checkout” enabled, and that users actually enter their email before abandoning. Sometimes privacy settings or missing tracking pixels can block it too.

If you want a hand fixing this, feel free to reach out!
Fiverr: https://www.fiverr.com/s/WEX3yr5
Email: danielwinner422@gmail.com
WhatsApp: +2348103884868

emma.owensAnswer

Community Manager

Hi @ZeMark !

Thank you for reaching out to the Community. Have you checked whether any of your other Shopify metrics are tracking? If not, then this tells us that there is likely something wrong with the integration itself. If that is the case, I would suggest following the steps outlined here in our guide for updating your integration settings: https://help.klaviyo.com/hc/en-us/articles/4403927899291#h_01HGK6V28RH4GGGJ9FSP5EG9EK .

Let me know if that doesn’t work and we can go from there!

Z

ZeMarkAuthor

Contributor I

Hi @ZeMark !

Thank you for reaching out to the Community. Have you checked whether any of your other Shopify metrics are tracking? If not, then this tells us that there is likely something wrong with the integration itself. If that is the case, I would suggest following the steps outlined here in our guide for updating your integration settings: https://help.klaviyo.com/hc/en-us/articles/4403927899291#h_01HGK6V28RH4GGGJ9FSP5EG9EK .

Let me know if that doesn’t work and we can go from there!

As far as I see integration settled up correctly

emma.owens

Community Manager

Hi @ZeMark !

It’s possible that the integration looks okay on your end, but there may be an error on the backend. Did you check to see whether your other Shopify metrics were firing? If not, I would suggest following the steps I suggested above for updating your integration and we can see if this resolves the issue!

Sign up

Use your Klaviyo credentials

Log in to the Community

Use your Klaviyo credentials