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Client Profile API not updating

  • September 11, 2023
  • 6 replies
  • 320 views

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We’ve encountered an issue with the “Create or Update Client Profile” API functionality.

Despite consistently receiving a 202 response, attributes (e.g. name, title) and properties are not updating on certain profiles, even when the email and/or phone matches. But for some profiles, the attributes are updated.

 

Any ideas on what could cause this? Does the API only work if the profile was created directly through Klaviyo vs. via the Shopify integration? 

 

We’ve reached out to the partner support email (partners@klaviyo.com) over two weeks ago but haven’t received a response.  

 

 

Best answer by agrath

@alexrbs We had an issue that sounds similar on an integration for a client.

Our server sending the identify api calls had been blacklisted by the automatic monitoring for too many requests (despite having rate limiting on our side). Support had to whitelist our server IP (per Klaviyo instance)

The symptom was the same - 202 response but no update actually happened; and if I recall, some were getting through sporadically so I think this is the first thing to investigate.

Unfortunately there is little you can do without support fixing the issue if this is the problem

 

 

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6 replies

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  • Problem Solver II
  • 9 replies
  • Answer
  • September 11, 2023

@alexrbs We had an issue that sounds similar on an integration for a client.

Our server sending the identify api calls had been blacklisted by the automatic monitoring for too many requests (despite having rate limiting on our side). Support had to whitelist our server IP (per Klaviyo instance)

The symptom was the same - 202 response but no update actually happened; and if I recall, some were getting through sporadically so I think this is the first thing to investigate.

Unfortunately there is little you can do without support fixing the issue if this is the problem

 

 


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  • Author
  • Contributor I
  • 3 replies
  • September 11, 2023

Thanks for the insight @agrath ! 


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  • Author
  • Contributor I
  • 3 replies
  • September 13, 2023

@Brian Turcotte are you able to whitelist our IPs (as suggested above) or could you help us find another fix for this issue? Thanks!


David To
Klaviyo Employee
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  • Klaviyo Employee
  • 2456 replies
  • September 14, 2023

Hey @alexrbs,

The Community forum is a space for Klaviyo Customers, partners and other users to network and learn from one another. This sort of request would be better suited reaching out to our wonderful Support colleagues

David


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  • Author
  • Contributor I
  • 3 replies
  • September 14, 2023

Hey @David To we reached out to partner support a couple weeks ago and still haven’t heard back. Can you help us get in touch with the right team?


David To
Klaviyo Employee
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  • Klaviyo Employee
  • 2456 replies
  • September 15, 2023

Hey @alexrbs,

Do you happen to be a Klaviyo Partner? I wasn’t able to locate your name or business (Birdie) through our Klaviyo Partner Directory. If you are, I would suggest either reaching out to your partner contact or by logging into your partner portal and making a request there. 

If you aren’t a partner, then I would highly encourage you to reach out to our Support colleagues who would ultimately be the ones to investigate on this matter further. 

David