Hi ​@jaredmcomplex, welcome to the community here,

I actually tried this both on my desktop (Mac/Chrome) and mobile (IOS) and was able to click on the “X” to close the modal so I wan’t able to reproduce your issue. 

But perhaps a few suggestions:

• Can you add more Block Margin on the “X” style to see if there is a click collision issue with some browsers.  Perhaps its too close to the edge?
• It looks like the site is on the Shopify headless platform (Shopify Hyrdogen/Oxygen), so did you install the Klaviyo snippet manually? If so, there might be a ‘race condition” where the snippet code hasn’t loaded in time, or has some conflicts with other modules/css on the site.  Perhaps relocating where the klaviyo.js file is located (e.g. moving it up) might help?
• Lastly, if all else fails, you can also add an additional “button” that closes the popup.  So that if someone is frustrated with the “X” - they can also click on the button to close the form.  See this:

  

See if any of the above works for you.

Hey ​@retention, 

I actually tried it right now on desktop incognito in both chrome and safari and was able to replicate the issue instantly. See attached images.

To your points:

• We’ve created a simple pop up with minimal design and added padding to the exit and still ran into the issue. Additionally, when the error happens the “Email” title above the form displays even though it’s hidden in the Klaviyo form builder.
• Yes we manually installed the Klaviyo snippet. The form was working fine from November 2024, until we ran into the issue in February 2025 when we made copy updates to the form.
• We do have an additional close button, it’s the “NO THANKS” below “Subscribe”. That button does not work either. 

  

  

   

This sounds like an intermittent rendering or JavaScript issue with the embedded Klaviyo pop-up, potentially related to CSS positioning or element overlap (z-index).

Here’s how to approach it:

1. Browser Developer Tools: When the issue occurs, use your browser's inspector (DevTools) to:

   • Inspect the 'X' button: Check its exact position, dimensions, and importantly, its z-index compared to surrounding elements or the modal overlay. See if another invisible element is covering it.

   • Check Console: Look for any JavaScript errors that might coincide with the pop-up appearing or failing to close.

   • Event Listeners: Verify that the click event listener is correctly attached to the button and the modal background (for clicking outside).

2. CSS Investigation: Even though you repositioned it in Klaviyo, there might still be a CSS conflict. Try applying a very high z-index specifically to the close button via Klaviyo's custom CSS options (if available) or temporarily via DevTools to test if it fixes the issue.

3. Klaviyo Support: Since it's an embedded script and you have limited control, the most effective step is likely to contact Klaviyo support. Provide them with the replication link (?test=), browser specifics (especially Safari), and details about the intermittent nature and your suspicion of a rendering/CSS issue. They may be aware of the bug or have specific fixes for their script.

Hi ​@jaredmcomplex,

Did you manage to get this fixed? While I wasn’t able to replicate this, if you’re seeing this happen intermittently, it could be a CSS issue. Let us know if your form is working now, or if you need some more help.

-Byrne