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Contributor IV
Flyss
Contributor IV
February 13, 2023
Solved

Default sender email is not showing i.e. wrong email showing on emails to customers

I signed up for K the same day I signed up for Shopify not knowing about the limit of support for free accounts. It took me longer than 60 days to set up my shop, so I am now in the wilderness. My default sender email address is set as info@mycompany.com . However, emails are bouncing because the address is coming through as mycompany@mycompany.com which does not exist. What am I to do if the very basics don’t work. I am really fed up with the total lack of access to support. What is the point of the Rolls Royce of system if the ignition key doesn’t work?

      This topic has been closed for replies.
      Irrra
      IrrraAnswer
      Expert Problem Solver II
      February 13, 2023

      @Flyss 
       

      If you need to understand how to get MX and TXT records from Klaviyo, you need to follow these steps:

      • Log in to your Klaviyo account.
      • Go to the "Settings" section and select "Domains" from the drop-down menu.
      • In the Domains section, you should see a list of your custom domains that you have added to Klaviyo.
      • Find the domain for which you want to retrieve the MX and TXT records and click on the "Verify Domain" button.
      • On the next page, you will see the MX and TXT records that you need to add to your domain registrar's DNS settings. These records are necessary to verify that you own the domain and to allow Klaviyo to send email on your behalf.
      • Copy the MX and TXT records and add them to your domain registrar's DNS settings. This process can vary depending on your domain registrar, so you may need to consult their documentation for specific instructions.
      • After you have added the MX and TXT records to your domain registrar's DNS settings, go back to the Klaviyo "Verify Domain" page and click the "Verify" button. Klaviyo will check to see if the records have been added correctly.

      Once Klaviyo has confirmed that the MX and TXT records have been added correctly, your custom domain will be verified and ready to use in your email campaigns.

      Email Marketing Technician at DIDO | iryna@didoagency.com | https://didoagency.com/ |
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      20 replies

      Irrra
      Expert Problem Solver II
      Irrra
      Expert Problem Solver II
      February 13, 2023

      Hi @Flyss! 

      I'm sorry to hear that you're having trouble with your Klaviyo account.

      f your emails are bouncing, it is likely because the default sender email address is incorrect. To resolve this issue, you can do the following:

      1. Update your sender email address in Klaviyo: Go to the "Account" section of your Klaviyo account and update your sender email address to be "info@mycompany.com". Make sure to save your changes.

      2. Verify your sender email address: Klaviyo requires that all sender email addresses be verified. To verify your sender email address, Klaviyo will send a verification email to the address you just updated. Follow the instructions in the verification email to complete the verification process.

      3. Test your sender email address: After verifying your sender email address, you should test it by sending a test email to yourself or to another email address. This will help you determine if the issue has been resolved and if the emails are no longer bouncing.

      Unfortunately, as a free account user, you may not have access to live support. However, Klaviyo does provide a wealth of resources and documentation on their website that you can use to troubleshoot your issue.

      If you need help with your Klaviyo account, you can contact DIDO Agency - https://didoagency.com/.

      I hope this helps! Let me know if you have any other questions.

      Email Marketing Technician at DIDO | iryna@didoagency.com | https://didoagency.com/ |
        Contributor IV
        FlyssAuthor
        Contributor IV
        February 13, 2023

        Thank you. However, I have tried to do this several times but the page freezes. This happens all the time with the Klaviyo site. This is the only site with which I have this problem. 

          Irrra
          Expert Problem Solver II
          Irrra
          Expert Problem Solver II
          February 13, 2023

          @Flyss You've tried emailing support but they don't respond, right?

          Email Marketing Technician at DIDO | iryna@didoagency.com | https://didoagency.com/ |
            Contributor IV
            FlyssAuthor
            Contributor IV
            February 13, 2023

            I can’t email support because I’m on a free account and the 60 days have expired. I didn’t know there was a limit and it took me just over 60 days to set up my shopify store. I have just been in contact with Godaddy (registrars of my domain) and they have told me it’s an email issue and have sent me this message, “Okay, so then this is an email issue so you need to ask them to check MX and TXT records of the email and need to add in the DNS. The DNS are here so you need to get the MX and TXT records from them and share with us and then we will fix the issue for you. Ping us back once you got the details.” Now, I can’t contact support t Klaviyo as I have explained and I haven’t a clue what MX and TXT records are. I’m 79 years old, nearly 80 in April, and this is just too complicated for me. I am desperate.

            Contributor IV
            FlyssAuthor
            Contributor IV
            February 13, 2023

            I’ve just found a note in Shopify help. I’ll have a look at that and see if I can work it out. But I have to take my dogs out now. It’ll be dark soon. Thank you for your help so far. I’ll update when I’ve tried the above.

            Irrra
            Expert Problem Solver II
            Irrra
            Expert Problem Solver II
            February 13, 2023

            @Flyss 
            Glad to hear you found the information to help you! Let me know how it went.
            Don't despair, we are here to help and make everything better.
            If you have any questions you can always come to me or ask your question to the community. 😊

            Email Marketing Technician at DIDO | iryna@didoagency.com | https://didoagency.com/ |
              Contributor IV
              FlyssAuthor
              Contributor IV
              February 13, 2023

              OK - update. GoDaddy still says I have to get MX and TXT records from Klaviyo and I can’t do that because there is absolutely no way I can contact them without upgrading my account. I can’t afford to do that with a new store with no sales and no customers yet. Shopify info didn’t help because not applicable.

              Irrra
              Expert Problem Solver II
              IrrraAnswer
              Expert Problem Solver II
              February 13, 2023

              @Flyss 
               

              If you need to understand how to get MX and TXT records from Klaviyo, you need to follow these steps:

              • Log in to your Klaviyo account.
              • Go to the "Settings" section and select "Domains" from the drop-down menu.
              • In the Domains section, you should see a list of your custom domains that you have added to Klaviyo.
              • Find the domain for which you want to retrieve the MX and TXT records and click on the "Verify Domain" button.
              • On the next page, you will see the MX and TXT records that you need to add to your domain registrar's DNS settings. These records are necessary to verify that you own the domain and to allow Klaviyo to send email on your behalf.
              • Copy the MX and TXT records and add them to your domain registrar's DNS settings. This process can vary depending on your domain registrar, so you may need to consult their documentation for specific instructions.
              • After you have added the MX and TXT records to your domain registrar's DNS settings, go back to the Klaviyo "Verify Domain" page and click the "Verify" button. Klaviyo will check to see if the records have been added correctly.

              Once Klaviyo has confirmed that the MX and TXT records have been added correctly, your custom domain will be verified and ready to use in your email campaigns.

              Email Marketing Technician at DIDO | iryna@didoagency.com | https://didoagency.com/ |
                Contributor IV
                FlyssAuthor
                Contributor IV
                February 13, 2023

                Oh thank you. I’ll try that now.

                  Contributor IV
                  FlyssAuthor
                  Contributor IV
                  February 13, 2023

                  It says Domains and Hosting. There’s nothing there but this message “ 

                  Dedicated Sending Domain

                  This page allows you to set up your dedicated sending domain for use on Klaviyo.

                  Sending from a dedicated domain  improves the likelihood of landing in the inbox.

                  A dedicated sending domain will enable your From Address on your emails to match the domain you’re sending from, no longer showing a “via klaviyomail.com” message on your emails.”

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