Hi @B B !
Thank you for reaching out to the Community!
It sounds like you have some profiles that have recently started syncing over from TikTok. Typically when we see this it is when the company has TikTok Shop set up. So when a profile places an order on TikTok, those profiles will be synced into Shopify and then synced into your Klaviyo account. Do you have your TikTok Shop set up so that there is a subscription box at checkout? If so, then those profiles will sync into Klaviyo as subscribed. If you don’t want this to happen, then I would suggest removing the option to subscribe when placing an order on TikTok.
You can also exclude these profiles from your welcome flow by adding a flow filter that says ‘Email does not contain @scs.tiktokw.us’. I would also suggest creating a segment using the same definition, and then manually suppressing that segment so that they can’t be sent any future emails.
I hope this helps and let me know if you have any additional questions!
@emma.owens you are correct that profiles are syncing from tiktok via shopify, but that doesn’t explain why they are being added to the newsletter list. There is no subscription box at checkout on tiktok shop.
That’s a good workaround, but I really want to get to the bottom of why these are being added in the first place. Anyone have any insight?
Hey @B B,
Wanted to jump in to help! Can you check and see if these profiles are being subscribed in Shopify too? If these email addresses are subscribed in your Shopify interface, it would make sense that they’d then be marked as subscribed when sent to Klaviyo, because Klaviyo syncs your Shopify subscribers and adds them to our list.
If they’re not subscribed in Shopify, let us know, and we can investigate. That being said, if they are, this is happening because your Shopify store is deciding to subscribe these profiles on its own, and Klaviyo is receiving that data.
-Byrne
I’m dealing with the same issue as well. Have you found any resolution?
TikTok is creating customers who are marked as “email subscribed” in my Shopify store and they are dropping into my main email list so we are sending emails to inactive email addresses.
I searched around in both seller central and in the TikTok app and I’m not seeing any settings to disable this.
I doubt this is related but it’s worth asking; is your email subscription checkbox at checkout default to “check”? It may be worth disabling that and seeing if the profiles are still being created in Klaviyo.
@User3000 we looked around in Tiktok app as well and could not find a way to disable it.
We did change the email subscription checkbox to not be checked by default, but we also enabled double opt-in, so it was probably the latter that has prevented more signups from Tiktok emails. I would love to know of a real solution because double opt-in is really not ideal for us, not to mention that the confirmation email bounces and is affecting deliverability.
Please let me know if you figure anything out!
Hey @B B,
For now, I’d recommend adding a profile filter onto your flows that exclude Tiktok profiles. The filter would be this:
Email does not contain @scs.tiktokw.us
As long as that’s on each of your live flows, there will be no concern of Klaviyo sending flow emails to these profiles that will ultimately bounce.
Additionally, if you make a segment with the definition “Email contains @scs.tiktokw.us”, and exclude the segment from your campaigns, they also won’t get any campaign emails.
To reiterate, if these profiles are subscribed in Shopify, and you’re syncing Shopify profiles’ subscription statuses to Klaviyo, they’ll end up being subscribed in Klaviyo too. If you manage to stop them from being subscribed in Shopify, this should fix the issue. I’d recommend reaching out to Shopify support to check on the connection between Tiktok and Shopify, to see if any changes can be made that prevent these profiles from being subscribed in Shopify.
