Hmm, it looks like your file is formatted correctly, as far as I can tell. I would expect these profiles would show as “Unsubscribed” (vs. “Never Subscribed”) based on the info you’ve shared.

​@Byrne C, this feels like unexpected behavior

Cadence / Book a demo

hi Cadence! thank you for responding to my post. The file should be the correct format as I copied the one from Klaviyo documentation. Additionally, I also found that when I upload CSV file to update an existing customer’s SMS Marketing Consent from Subscribed to Unsubscribed, it does not update correctly - instead, the profile still remains as Subscribed. This is not good because this will be legal implications with the SMS consent law.. Do you know if this is a known issue? I followed the process for updating profiles to remove SMS consent based on Klaviyo’s documentation here: https://help.klaviyo.com/hc/en-us/articles/360035428731

But again, this does not seem to work as Klaviyo states. 

​@suminchoi2015, thanks for flagging this! I’ve tagged Byrne on my post, who is an active Klaviyo Community admin. 

I’m not sure whether this is a known issue, but I think the Klaviyo team will investigate and follow up. Have you started a Klaviyo support case for this?

Thank you. No I have not started a Klaviyo support case. Do you know where I can create one? 

You can contact klaviyo support directly @ https://www.klaviyo.com/support if you have a paid account or a free account that is <60 days old. 

Hey ​@suminchoi2015,

Thanks for the question! You can take a look at my answer from earlier today, for reference : 

In short, when uploading SMS consent via a CSV file, we support “Subscribed” and “Never Subscribed”, but in order to upload unsubscribes, you’d need to upload a list of SMS unsubscribes on the Profile Maintenance page.