Klaviyo Updates to Customer Support Offerings
At Klaviyo, we want to ensure our customers are always getting the support they need. Whether it's through interactions with the Klaviyo team, consulting with peers in the Community, or reading Help Center articles, we aim to provide a comprehensive set of resources to help you troubleshoot. Please note that we are making changes to our support model starting on February 1st, 2023 for any customers on a free account plan, that may impact the level of support accessible to you as an existing user.
Any new users joining on our free account plans our platform starting on December 1st, 2022 will also be impacted by these changes.
What changes are being made?
Starting on December 1st, 2022, existing free users will begin a 60 day trial of email support. For any new free users, we are also offering a 60 day trial of email support for those who join our platform after this date. No support changes are being made for any of our paid account plans. For free customers, their support experience will be centered on our resources like the Community, Help Center, Academy, and weekly Live Trainings.
When will these changes take place?
On February 1st, 2023 our new support offerings will go into effect for existing free customers.
If you join us as a free account on or after December 1st, 2022, you will experience our new support model which includes a 60-day trial of email support in addition to our resources like the Community, Help Center, and more.
As an existing user, do I need to do anything prior to February 1st, 2023?
No action is needed from you. We will automatically update the support experience in your account based on your plan size. If you feel the time has come when you would benefit from live chat or email support access, you can upgrade your plan size at any time.
I’m a free user. What does this mean for me? And where do I go if I need help?
If you joined us as a free user prior to December 1st, 2022, you will have 60 days of email support access. On February 1st, 2023, your support experience will automatically update. We are still here to help and have a variety of resources available if you encounter any difficulties. The Klaviyo Community is a great place to reach out for support.
If you are a free user joining us on or after December 1st, 2022, you will have a 60-day trial of email support in addition to our other help resources, to ensure a smooth start with us.
I’m a free user. Once my free trial has ended, what do I need to do to continue having access to support?
Email and live chat support are provided to customers on a paid account (251 or more contacts, or 1,250 or more SMS credits). To upgrade your plan, log in to Klaviyo and head to your account page.
I’m a free user. Can I still contact support for urgent scenarios, like being locked out of my account?
Yes. If you are locked out of your account, you can still request assistance through this form on our Help Center.
What’s the difference between the Community, Help Center, Academy, and Live Trainings? Can I still get help from the Klaviyo team through these resources?
Yes, you can still get help from the Klaviyo team through these resources. The table below breaks down what each resource provides:
How do I change my plan?
You can manage your account plan from your account page. Any paid plan will give you access to email support.
I have over 250 contacts. What changes will I see?
You will not see any changes to your current support experience.
Who can I contact if I have questions or concerns?
Feel free to start a conversation with us in the Community or reaching out to our Support team.