Contributor II

Solved

Subscribers don't receive a double opt in confirmation mail

Forum|Forum|11 months ago
September 18, 2025
7 replies
213 views

I created embed sign up forms for my website. When customers fill their e-mail adres and subscribe, they are not immediately added to the list that I selected in the sign up form. I do see that their profile is being added to “Audience → Profiles”.

After doing some research I found out that customers are only added to a list when they actually confirm their email subscription, but this is also not possible, because the customer does not receive a mail to verify.

I don’t understand how I can fix this, even after reading lots of different forms in the Klaviyo community.

Thanks in advance.

I have attached a picture of the opt in settings of the certain list that is connected to the sign up forms.

Sign-up forms

Best answer by Byrne C

No problem. Our team is looking into this and will send you an email once we have more info for you.

whereisjad

Expert Problem Solver IV

@cpc39439 for what you shown in the screenshot you ought to change to single opt in if you wanted the result of not requiring the customer to click an opt in email each time they subscribe. The issue might be that they just can't find the opt in email because it's mixed among many other messages. Is this a common problem for all subscribers, or is it only happening to a few people?

— Jad A | Klaviyo + Shopify + API Integrations Specialist • 7+ Years' Experience Helping with new setups, seamless integrations, and API connections—happy to connect. http://ja-technical-consulting.xyz/

C

cpc39439Author

Contributor II

@cpc39439 for what you shown in the screenshot you ought to change to single opt in if you wanted the result of not requiring the customer to click an opt in email each time they subscribe. The issue might be that they just can't find the opt in email because it's mixed among many other messages. Is this a common problem for all subscribers, or is it only happening to a few people?

Thanks for your response, but I can’t change it to single opt in, because double opt in is mandatory where I sell.

The problem is that the people who fill in the sign up form don’t receive a mail to verify their subscription.

Byrne C

Community Manager

Hi @cpc39439,

When you tested this, did you check your spam folder to see if any of these confirmation emails landed in spam? If this is the case, having customers click these emails and mark them as not spam will make this less likely to happen moving forward. I’m also happy to test this out! If you send me a link to the page your form is on, I can fill out the form and see if I get a confirmation email.

C

cpc39439Author

Contributor II

Hi @cpc39439,

When you tested this, did you check your spam folder to see if any of these confirmation emails landed in spam? If this is the case, having customers click these emails and mark them as not spam will make this less likely to happen moving forward. I’m also happy to test this out! If you send me a link to the page your form is on, I can fill out the form and see if I get a confirmation email.

Yes, I tried myself and also my customers but no one receives a mail. Also not in their spam.

Byrne C

Community Manager

Hi @cpc39439,

Would you mind sending me a link to page that contains the form you’re using, so I can take a look and test it out? Happy to check and see why this isn’t working for you!

C

cpc39439Author

Contributor II

Hi @cpc39439,

Would you mind sending me a link to page that contains the form you’re using, so I can take a look and test it out? Happy to check and see why this isn’t working for you!

Hi, that would be great. I have sent you the link in private (dm). Thanks in advance.

Byrne CAnswer

Community Manager

No problem. Our team is looking into this and will send you an email once we have more info for you.

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