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Question

Terms of Standard Plan say email support included - however it isn't. Please help.


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I have tried to upgrade my plan however everything I need according to what’s listed is in the standard plan and it’s showing Zero dollars. It’s listing:

Success and support package Current package: Standard

$0

/ month

Success and support package

Standard

Includes:

Standard email support response times

Weekday chat support

On-demand trainings, courses, and certifications 

The grand total for the most basic of everything is Free. Including what appears here as email support - just not at the same rate of time as a paid plan. Makes sense. Yet, I’m unable to send an email. I’m needing help with coupon/sms and I can’t find the answers in community. Placing this in community has me wondering when I’ll get a reply. Tomorrow, next week, next month. A few months. I understand that you would like to teach us all how to fish, however, I’m not sure this unpredictability of when or if a reply will come sets us up for success. 

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3 replies

MANSIR2094
Problem Solver IV
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  • Problem Solver IV
  • 234 replies
  • February 19, 2025

Hello ​@therebel , Thanks for reaching out…...

It looks like your account is still on the free tier, which may limit your ability to contact support directly. While the Standard plan includes email support, response times can vary, and access might depend on your billing status. Try checking your account settings to confirm your plan upgrade was processed correctly.

For coupon/SMS issues, I can help troubleshoot if you share more details on what you're trying to achieve. Let me know, and I will do my best to assist!


rqcha
Problem Solver I
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  • 2025 Champion
  • 5 replies
  • February 19, 2025

Hi ​@therebel,

Thanks for posting! I completely understand how frustrating it is that you have not received any responses from the Klaviyo support team. The good news is that the Klaviyo Community is super active, so you’ll get many quick responses here! I have a few questions for you that will make it easier to help you out:

  • Did you schedule a call with a Klaviyo team member prior to setting up your account? 
  • How many active profiles do you have on your account?
  • What part of sending out an email is causing you trouble?

I also recommend using the Klaviyo chat feature. From what I can see that is included in the free Klaviyo plan and in most cases leads to much faster response times. 

I hope I can be of assistance in helping you get your marketing up and running!


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  • Author
  • Contributor I
  • 1 reply
  • February 26, 2025

Thank you for the quick reply, ​@MANSIR2094, ​@rqcha

As I mentioned, the note I received back from Klaviyo on email said that email isn’t included. But on the “standard free plan” it says it is. So which is it? And then I can decide which method of getting in touch works best. 

Did I try the chat? I didn’t because I saw this reply to another request. 

For free users, after the initial 60 day trial with email support, you will still have access to the following resources:

  • Klaviyo Community, where you can connect with a Klaviyo expert to have your questions answered, connect with peers, join user groups, and crowdsource with industry professionals for advice.
  • Klaviyo Help Center, where you can access robust, step-by-step guides for setting up and maintaining your Klaviyo account.
  • Klaviyo Academy, where you can find courses and certifications to enhance your Klaviyo knowledge and skills.

My plan upgrade - is only to stay at the standard plan as I’m a solopreneur just starting, so I don’t see a need to have a greater plan. However, there seems to be confusion about whether email support is provided. 

 

Now about these question:

  • Did you schedule a call with a Klaviyo team member prior to setting up your account? I did not. Getting my feet wet now for a few months - this is when a phone call would be more suitable. Not prior. 
  • How many active profiles do you have on your account? One
  • What part of sending out an email is causing you trouble? It’s the flow process and understanding it better  -right now it’s incredibly klunky that I don’t know how to navigate anything. I’m lost. 

Thank you for offering the help. I think I’ve gotten some questions answered through Shopify but I also think I just need to take a deep dive into the academy. I’ve done several live courses - and the moderators are super - but Klaviyo is incredibly comprehensive. So my immediate concerns are resolved?!? I’ll know what I feel like in a couple days of academy. 

Thank you for listening. 

Kim @ therebelrainbow


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