Paid to Upgrade Account that was suspended. Should include Support Email and Chat. Includes nothing and the account remains Suspended. We cannot do ANYTHING!

Hi ​@JoeCuv ,

I’m sorry to hear about the frustrating situation. Since you’ve already upgraded and processed the payment, here’s what you can do:

1. Verify Payment Status: Double-check that the payment has cleared with your financial institution. If it shows as processed in your Billing History, it should be fine, but this step confirms there are no issues.

2. Account Re-activation: Sometimes, account re-activation isn’t immediate. Try logging out and back into your account or clearing your browser cache to refresh access.

3. Contact Klaviyo Support: Since you’re unable to access Support Email or Chat, use the Klaviyo Help Center (help.klaviyo.com) to submit a request via the general contact form. Explain the situation clearly, including your account details and recent payment information.

4. Community Outreach: If you haven’t already, post in Klaviyo’s Community Forum with your account details (excluding sensitive information). A moderator or team member can escalate your case.

Let me know if you need further guidance!

Best,
Noah

Thanks Noah. I’ve already done all of those suggested steps each day for the past 3 days. Still nothing. No response to the Support Ticket, no confirmation email of an open support ticket, no change after logging out and back in. The billing page still shows the payment was processed on the 23rd. And lastly this is the community forum is it not? So yes that is why I posted here. Still crickets. Very frustrating but perhaps someone will eventually respond. Meanwhile I sent a message to corporate to tell them to submit a new ticket to them directly since they are the account owners, and I am just an account Admin. maybe they will get more attention after we made a $550 payment.

Hi ​@JoeCuv - thanks for bringing this question to the community. I’m sorry to hear you’ve been having challenges with this!

It’s unusual for a Klaviyo account to be put into suspension, unless there’s a larger issue beyond billing setup. I’m tagging a few Klaviyo team members, so hopefully they can help you get a ticket submitted to the support team. ​@stephen.trumble ​@kaila.lawrence 

Hopefully, the account owners were able to successfully submit a ticket to get things started in the meantime. 

~ Gabrielle

Thank you!

Hi ​@JoeCuv 

So sorry you’re going through this process! Definitely get how frustrating it can be to not be able to access chat support. A member of our team reached out to you via email on Friday - did you receive it?

-Byrne

Thank you Byrne. No I did not. Perhaps they emailed the account owners email account which is the corporation. The clowns in operations at this corporation won't know what to do with the email so it would be much better if they would have sent me a response to the email I used to submit a support ticket on the general help page.

​@JoeCuv 

Following up in a DM!

So glad to hear this got unstuck for you ​@JoeCuv!