Hi ​@Jessica Parrish, 

You mentioned you have 333 suppressed profiles, and then 300+ are neither on your newsletter list or suppressed. My question would be for these 300+ profiles, are they explicitly marked as subscribed to email marketing within Klaviyo? 

To ensure people are added to your newsletter list going forward:

• Pop-up Forms: You're right, removing double opt-in from your pop-up form means anyone who signs up there will be automatically added to your list without needing to click a confirmation link. While single opt-in will grow your list faster, if you're ever concerned about list quality or compliance, double opt-in helps weed out the profiles who may not be qualified or as serious about the brand.
   
• Shopify Integration: Double-check your Klaviyo-Shopify integration settings. Go to Integrations > Shopify > Sync Settings. You'll find a dropdown menu there where you can select the specific Klaviyo list you want new email and SMS sign-ups from Shopify to be added to. Ensure your primary newsletter list is selected there.

Hi ​@Jessica Parrish,

I agree with Rachel’s answer, and also wanted to add that it’s expected that you will have some active profiles that are not part of a list. An active profile is any profile with an email that’s not suppressed or unsubscribed. That means that profiles with the yellow “Never subscribed” banner count as active profiles. These people are active profiles because Klaviyo technically allows them to be emailed, and they never explicitly unsubscribed from email marketing.

A common situation in which you’ll see these “Never subscribed” profiles is when a potential customer enters their email on the checkout page, but doesn’t check the box to receive marketing emails. Their profile will be sent to Klaviyo, because their email has been captured, but since they never consented to receive email marketing, they’re not marked as subscribed and do not join a list.

Note that while I definitely understand the desire to add all active profiles to your list, it’s a best practice not to send marketing emails to those who haven’t explicitly given you marketing consent, so we don’t recommend adding them to a list. That being said, it’s useful to keep these profiles, so you can see customer activity and understand your site visitors!

​@Byrne C  ​@RachelF  Sorry both another question as I try and get to the bottom of this. 

I’ve found a way to run a report.  Active Profile not on Newsletter List. 

I previously set up a profile for myself to check comms etc… and clicked subscribe to email marketing but I’ve just seen this email on the Active Profiles but Not on the Newsletter List. 

I’ve also seen a customer who does engage who didn’t sign up to marketing yet has been receiving the newsletter - despite me only sending them to people who sign up to the newsletters and can be communicated with

I’m very confused and concerned I may have something incorrectly set up. 

Could you suggest how I might troubleshoot / amend as something’s definitely not right. 

Thank you

Hi there ​@Jessica Parrish 

Where did you click Subscribe to email marketing on your test profile? Does your test profile say you are subscribed to email marketing? If you are not sure go to your profile in Klaviyo and click the arrow to expand the block . It will tell you how that profile subscribed and even the form ID number. 

Can you share any screenshots of your list set up or an example campaign send set up? This would help me to better understand and give guidance. Thank you! 

Thanks, 

Rachel 

Hi Rachel, 

Sorry for the delayed response! I seem to have disappeared down a rabbit warren, that being said, I think I’m making progress. 

I saw that there was a condition on the sign up based on another link which was why my profile hadn’t been added. I’m now going back and checking all of our conditions to make sure everything is flowing as it should. 

Definitely some trial and error going on this end. 

I’m working through the best practise tips through the academy so I’m hoping to build up my learning as I go.  I’m not great at tech I’m afraid so this is all taking time, but very valuable! 

Since making a few changes in my pop up I have seen a little more activity so hopefully small increments of improvement will be the way forward! 

Thank you again and apologies for the incorrect query having now seen where the blockage was. 

Jessica