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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

  • February 13, 2023
  • 20 replies
  • 1943 views

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.
      Best answer by Irrra

      @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.

      20 replies

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      F
      Contributor IV
      FlyssAuthor
      Contributor IV
      February 13, 2023

      So I put my company as root domain and then add a sending domain eg. send.mycompany.com?

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

      Yes, that should work.

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

        I put mycompany.com and send.mycompany.com and I received the message “Invalid domain. Check domain info and try again.”

        F
        Contributor IV
        FlyssAuthor
        Contributor IV
        February 16, 2023

        Hi Everyone, I’ve managed to do all you recommend and now have to test it. One of the missing pieces was I had no email service set up. I have now done that with Zoho. The Zoho bit is working. Now to see if the Shopify/Klaviyo bit is working.

        Thanks for all the help in what to me was a complete jungle of incomprehensible techie jargon!

         

          A
          Contributor II
          Ascend88
          Contributor II
          August 28, 2023

          I changed My default sender email address on my Klaviyo as my company store email (before was wrong, using my personal email).  Then Klaviyo sent me email to reconfirm this change,  I also reconfirm this change by going to Setting, Organization, Contact info, Default sender email address, all are correct using my store email  address now.
          However, emails are still coming from my personal email instead of my company store email on Email Popup that I setup in Sign-up forms for Bounced visits on my store. 
          It may also happen on Abandoned Card that I setup in Flows.

          Please help, how can I fix this error, because email marketing from personal email looks very unprofessional.

          Thank you

          David To
          Klaviyo Employee
          David To
          Klaviyo Employee
          August 28, 2023

          Hey @Ascend88,

          Sounds like although you updated your account’s default sending address, you didn’t update the sending address within your existing flows.

          As mentioned in our How to change your sender email address and sender name Help Center article:

          After changing your default sender email address or name, any email you create after will reflect this. However, pre-existing flows and campaigns do not automatically update; rather, you will need to manually update each email. Prioritize high-engagement flows such as your welcome series, browse abandonment, and abandoned cart flows so you can set them live quickly. See the section below for more details.

          David

          A
          Contributor II
          Ascend88
          Contributor II
          August 29, 2023

          Hi David

          Thanks for your response.

          My existing Flow is correct using the correct store’s email address.
           
          But the Sign-up Form (Success), I still can’t change the Sender Email Address to the correct store’s email address. I can’t see any options to do this change (I went to Style, Targeting & Behaviour etc., not see any options to change the sender email address). 

          Please help,  how to change the Sender Email Address in Sign-up Form Email Popup (Success) please? 
           

          Thank you very much. 

          A
          Contributor II
          Ascend88
          Contributor II
          August 31, 2023

          Hi David

          I would appreciate if you could help me on the above issue please. 
          Thanks

          David To
          Klaviyo Employee
          David To
          Klaviyo Employee
          August 31, 2023

          Hey @Ascend88,

          Do you mind providing more clarification? A sign-up form’s success page isn’t actually sent to users via email. Instead, it’s simply displayed on-screen after someone fills out a form. Hence why there isn’t an option to change or assign a sender email address associated with sign-up forms. 

          David

          A
          Contributor II
          Ascend88
          Contributor II
          September 1, 2023

          Hi David

          Thanks for your clear explanation.  I tested again, it’s done now.

          Thank you again.

           

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