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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!

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!
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Email: danielwinner422@gmail.com
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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! 

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 

 

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! 

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