Default sender email is suddenly showing up wrong - no changes to account

Forum|Forum|2 years ago
March 18, 2024
12 replies
736 views

Suddenly today, even with no changes made on our end, the default name we want to appear when we send emails to our customers is showing up as “Hello com” and not our business name. We have checked the settings and nothing was changed and appears correct on our end. But in inboxes, our emails now come from this Hello com address. No solution found when searching. Is this a glitch or issue Klaviyo is fixing? Or did we do something wrong (without touching anything)?

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Best answer by Taylor Tarpley

Hi all!

Our team was made aware of this issue and after investigation they found that the issue is stemming from Apple Mail and not from Klaviyo. They have found that there is no value being sent from Klaviyo that corresponds directly to the unexpected From Label and unfortunately, there is no ability for Klaviyo to control that From Label when rendered in Apple Mail.

I am sorry for this frustrating experience!

-Taylor

Show previous replies

D

DestinyPureboost

Hi! I’m having the same issue as of recently. Some clients (using apple mail) are reporting that our sender name is coming through as “Brand Name Customer Support” when I can see in Klaviyo our sender name is set to just “Brand Name”.

Is there anything I can do on the sender side? Or what is the explanation for this?

Taylor TarpleyAnswer

Community Manager

Hi all!

Our team was made aware of this issue and after investigation they found that the issue is stemming from Apple Mail and not from Klaviyo. They have found that there is no value being sent from Klaviyo that corresponds directly to the unexpected From Label and unfortunately, there is no ability for Klaviyo to control that From Label when rendered in Apple Mail.

I am sorry for this frustrating experience!

-Taylor

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