Mobile visitors can’t close signup popup using X, desktop works

**Title: Mobile visitors can’t close signup popup using X, desktop works**

Hi Klaviyo Community,

Visitors to my store, The Nose Knows, are unable to dismiss our Klaviyo email signup popup by tapping the **X on mobile**. Desktop dismissal works. I’ve observed this across the site, not just on one page.

**Issue details**
- **Form:** Email Pop-up (No SMS) - Revived
- **Expected behavior:** Tapping the X closes the popup.
- **Reported behavior:** On mobile, visitors tap the X but the popup remains open.

**Configuration checked with Klaviyo’s AI assistant**
- The live form’s close icon is enabled.
- The “No thanks” buttons on the first two steps are configured to close the form.
- The X is visible in the mobile previews inspected. These static previews do not verify that it responds to taps on the live website.

**Microsoft Clarity evidence**

[View the shared session recording](https://clarity.microsoft.com/shared/recording/2f5a44a9-ec02-43dd-9117-5cd6e24dc6c5)

The recording’s event timeline shows:
- A **dead click at 00:12**.
- Additional clicks from **00:12 through 00:14**.
- The affected page path is `/products/dog-wines`.

I observed the failed attempts to close the popup in the recording. The AI assistant could access the event timeline but could not play the visual replay to independently verify the click targets.

**Request for help**

Could a Klaviyo staff member investigate this as a suspected mobile close-button defect, or help identify the cause? Please review whether the X is receiving taps and triggering dismissal on mobile.

My account’s support options require an upgrade to submit a ticket. I’m seeking help reporting a suspected product issue without purchasing additional service.  It’s silly that we should have to pay for the product maker to back their product.

Thank you.