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** for privacy purposes, the customer data shown here is just dummy data and they are not real ** We have a profile feed set up to send customer create and update from our system to Klaviyo in real-time when a customer record is created. Our API request body looks as below. We send our internal customer ID in the “external_id” field under attributes and it populates correctly under “Profile details” section as shown in the screenshot.  API request body: {  "data": {    "type": "profile",    "attributes": {      "email": "example@gmail.com",      "external_id": "1003010463",      "first_name": "example",      "last_name": "customer",      "location": {        "address1": "",        "address2": "",        "city": "",        "country": "",        "region": "",        "zip": ""      },      "properties": {        "email_opt_out_date": null,        "birthday": null,        "email_opt_in": "",        "email_opt_in_date": null,        "spouse_name": "",        "marital_status": "",        "ph

Hi, We are trying to support our clients with loading existing customer profiles to Klaviyo via csv file during onboarding. After onboarding, we send customer create and update via real-time profiles API to Klaviyo. When sending customer data via API, we send ‘external_id’ field under the attributes section per Klaviyo documentation.  This external_id field then gets populated correctly under ‘Profile details’ section.  However, when I upload customer profile via csv file and input the ID under ‘external_id’ column, Klaviyo asks to map the external_id field to a new field and when it gets uploaded, it is created under ‘Custom properties’. How can I get the external_id field to be populated under ‘Profile detail’ section when loading data via csv file? 

Hello,  We’re a e-commerce webshop based on Woo commerce.Right now we’re trying to set up the “SHIPPING CONFIRMATION” flow using the metric “Fullfiled order” However whenever I go to personalize the email template on this flow all the last contacts/orders I find in “ preview & test” are those of gift cards and not the actual last orders with the status shipped. I assumed it’s because Gift Cards orders on the webshop have the status (completed) instead of (shipped) , but among the 10 suggestions klaviyo gives for “preview and test” , one of them is an old order (not of a gift card) with the status SHIPPED. We also have tried to cancel the integration that gave orders the status (shipped) on woo commerce and note them as (completed) instead but still couldnt find those last orders with the completed status in the flow? For the information we work with DHL Express for shipping , is there any way to sync it with klaviyo or woo commerce so we can also have the tracking number for all th

Hi There,Our sent campaigns have dates/times in different time zones - does anyone know why?Both personal and organisational time zone is set correctly to Auckland…And here’s our campaign sent dates in a mixture of EDT (US?) and NZ (GMT +13) - in both user accounts… Does anyone know why and how to fix? We’re currently testing campaign send times, it’s very confusing!Cheers, Ben

Is there any way to identify a campaign or flow message within the message itself through the use of some template variable? Our app provides personalized recommendations within an email and it would be very helpful for external tracking to be able to pass this id to our system and to GA4 (I recognize I can add it to the utm params but that doesn’t help me to track our product recommendations and personalizations within the email on open).

Client OverviewThe client operates a single Shopify store with two domains: .com and .com.au. The store supports multiple currencies including USD, EUR, and AUD. All integrations between Shopify and Klaviyo are properly configured. Tracking SetupWe are currently using Shopify's Add to Cart and Checkout event metrics to monitor user interactions and conversions. Client Requirements Ensure the Add to Cart and Checkout flows function correctly across all regions. Display dynamic product pricing based on the user’s geographic location in marketing emails and website feeds. Issues Identified #Dynamic Product Feed in Klaviyo: Product prices in the Klaviyo dynamic cart table are showing in USD ($) by default. In some cases, the same product appears with both AUD and USD prices, and occasionally without a currency symbol, leading to user confusion. #Cart Flow Issue: The dynamic cart URL generated using the following template does not retain cart contents: Cart CTA: {{ organization.url|trim_sla

Hi, we are hitting an issue where bots are spamming our forms with duplicate firstname and lastname. (like JohnSmith JohnSmith). This is a clear pattern that I can write validation for. Although nothing in Klaviyo seems to allow us to check for this and reject it.We cannot turn on 2 step submission. It’s already up and running/established without it and will affect metrics. Forms are embedded.So my question:Can I script a new validation rule into the signup forms myself for this? Can I add any js to the form, within Klaviyo? Or will I have to rewrite 5 forms as legacy, just for the purpose of custom validation? As it seems like Legacy > Embedded when it comes to flexibility...which is...regressive!Any help appreciated. Thanks.

Hi there, Is there a way to update these email and SMS marketing subscription status without using the Subscribe and Unsubscribe API? We currently send email opt-in and sms opt-in indicators as custom property fields as below. Is there a way we can link these custom property fields to update the subscription status? If the answer is no, is there a way that user can leverage the custom property fields to only send email and SMS campaigns to those who has these fields to ‘Y’ (opted in)? I believe user can filter out customers on these fields when creating email or SMS flows in Klaviyo.  Would greatly appreciate your help, thank you. 

Hi, My system records timestamp in EST. When sending sales events such as Ordered Product, Placed Order, Refunded Order, I want Klaviyo to convert the EST timestamp to whichever timezone my client’s Klaviyo account is in (ex. UTC, PST, MST, etc).To achieve that, can I just convert the timestamp in EST from my system to UTC and then send it to Klaviyo? Or do I have to send with EST timestamp + UTC timezone offset to Klaviyo?  For example, if a sale happened on 2025-10-21 at 10pm EST, Should I send A or B? A: “time”: 2025-10-22T02:00:00 -→ already converted to UTC timezone B: “time”: 2025-09-21T22:00:00-0400 -→ pass timestamp in EST along with UTC timezone offset (4 hrs) In the end, A and B are both the same - timestamp in UTC timezone. But I’m not sure if Klaviyo interprets these differently. My goal is for Klaviyo to take the timestamp in “time” field and convert this to any timezone setting of my client’s Klaviyo account. 

  Hi Klaviyo Support Team,I’ve encountered an issue where forms set to display “Only on a custom trigger” no longer open, even when triggered via JavaScript as described in your documentation:https://help.klaviyo.com/hc/en-us/articles/4418052317339To isolate the problem, I created a test page in Shopify and a new test form in Klaviyo. Even with the simplest example code below, the popup does not appear when clicking the button:<p>Hello123</p><button class="klaviyo_form_trigger">Request Quote123</button><script> document.querySelector('.klaviyo_form_trigger').addEventListener('click', function() { window._klOnsite = window._klOnsite || []; window._klOnsite.push(['openForm', 'TjyPf4']); });</script>However, if the same form is set to “Immediately” or “Based on rules”, it opens correctly.Only the “Only on a custom trigger” option fails to trigger the popup.Our website has been relying on this setup for a long time and it has always worked well u

How do you recommend handling retail and wholesale customers under one Klayvio account?

Im creating a new flow where I have to set an activator filter by products, the thing is that my new products doesnt show in the list, only the old ones. I already checked the integration and I already re- sync with shopify and nothing.Could anyone help me? Thanks a lot

How is revenue exactly calculated from an email?

On average, how many flows is recommended? Can you have too many and end up in spam or decrease deliverability? 

Hello!I am sending an email alerting purchasers that their wine allocation order that they placed last month is shipping, and would like to populate the address on their orders so they can confirm if it has changed prior to shipping. I have create custom fields for the shipping address, but am wondering how I can skip the line if there is no data in “Shipping Company” or “Shipping Address 2”. I am not great at custom html, and these are the fields I have used in the regular body of the email which are populating correctly, but the lines are too spread out if there is no company or address 2. Can someone please help? Thanks!{{ person|lookup:"Shipping First Name"|default:'' }} {{ person|lookup:"Shipping Last Name"|default:'' }}{{ person|lookup:"Shipping Company"|default:'' }}{{ person|lookup:"Shipping Address 1"|default:'' }}{{ person|lookup:"Shipping Address 2"|default:'' }}{{ person|lookup:"Shipping City"|default:'' }}, {{ person|lookup:"Shipping State"|default:'' }} {{ person|lookup:"

 I have a loyalty program that is integrated with Klaviyo and is successfully passing its variables to customer profiles. For some reason, I can see the loyalty points variable values in Klaviyo but I can’t get the value to show in my email campaigns. Is it just a syntax issue? My steps…Look up myself as the test subject to confirm the loyalty points custom property I want to display is present and has a valid value. In this case, the property is labeled “KR_PTS” and it is showing a value of 50. So far so good. Ideally, I’d like to set up a show/hide conditional I want to display a text block for anyone that has this value present in their profile and the value is greater than 0 (show if they have 1 or more points). Create a campaign email with a text block with conditional formatting containing the following:person|lookup:'KR_PTS' > 0 Insert a text block with the following syntax:{{ person|lookup:'KR_PTS' }} Send a test message to myself at the same email address in my profile. Res

Hi everyone,I'm reaching out to see if anyone else has experienced confusion—or unexpected charges—after signing up for Klaviyo's Customer Hub mid-billing cycle.Here’s what happened to me: I subscribed to Customer Hub on Sept 25.  I was (and still am) in a 30-day trial. However, I was charged that same day. Then on Oct 15, I was charged again for Customer Hub—because it is my normal billing cycle.  To repeat- I am still in my 30-day trial until Oct 25! When I contacted support, I was told that Klaviyo doesn’t prorate add-ons, and everything renews on the original billing cycle—and basically to have a good day.🔍 So I’m wondering: Has anyone else experienced this? Do you find the Customer Hub feature worth the cost? Any insights would be appreciated, as I’m trying to decide what I should do next.

I am currently using KIT for email flows.  Is it possible to move the email content to Klaviyo? 

Hello! When will I be able to delete an email in a flow without deleting all the data of that email? I do a lot of journey testing within flows so am often cloning sends (then making tweaks) and having to revert them to ‘Drafts’ and hide them away somewhere. Please let me just delete them! Also… show/hide logic by segments please!!! That would also save me from creating a million flows just to add a custom property!!! Thanks!Elisa

Hi everyone 👋I’ve been stuck on this for weeks and would really appreciate some help to get my forms and events working properly.Here’s my setup:🛍️ I’m using Shopify with the Dawn 15.4 theme. ✉️ I’m on the free plan for Klaviyo. 🧾 I added the Klaviyo onsite JavaScript snippet, but since it was limited with my theme, I also added AJAX code so the forms would work properly. ✅ The AJAX code works — I can see Add to Cart events appear in profile activity when I test.But the problem starts with subscriptions and flows 👇When I test my website: The popup form appears. I enter my email and it redirects to my collection page. I add a product to cart (which should support triggering the flow). ❌ But the email isn’t actually subscribed to my list. ❌ My profile does not show as “subscribed” and doesn’t sync properly. ❌ Because of this, my flows don’t trigger.I know by default Klaviyo uses double opt-in, but I switched to single opt-in to make it easier.Even with single opt-in, the profile i

Hello Klaviyo Team,We have been unable to log into our account for several hours. Every time we try, we receive an “Error 500” message and the login fails.We have already tried logging in with different user accounts, but none of them work — access is currently not possible for any user.Additionally, we are not even able to submit a support ticket about this issue because the error prevents us from accessing the support page.Could you please look into this urgently and provide us with a solution as soon as possible?Thank you very much in advance for your help.Best regards,Madina

Hey everyone,I’m exploring different ways to connect Klaviyo with a third-party app store setup (not Shopify or WooCommerce, but a custom or external marketplace). Has anyone here tried this before?I’m curious about how data syncing works — like tracking customer activity, sending abandoned cart emails, or syncing product data from a non-native platform. Were you able to make it work smoothly, or did you run into any major challenges?Would love to hear what tools, APIs, or workarounds you used to make the integration possible.

Hi everyone,I’m using Klaviyo with my Shopify store (atobsvision.com). My Checkout Started (Abandoned Checkout) flow is set up correctly, but all profiles including test and customer checkouts are being skipped with the reason “Email Syntax Error” and smart sending is off.All profiles use valid emails. Some are subscribed to marketing, and some are not, but none receive the abandoned checkout flow.I’ve already disabled Shopify’s native abandoned checkout emails, so Klaviyo should be sending these. It seems Shopify isn’t passing the email field correctly to Klaviyo during the “Checkout Started” event.Could someone from the Klaviyo team please check whether this metric is syncing properly?Also, I’d like to find out that this flow can be set as a transactional email, so it sends to everyone who starts checkout (even if they didn’t opt in for marketing), since it’s a service-related email under GDPR.Thanks in advance,Tobi

Hey,  I’ve been trying to send an email to a custom segment. I am stuck. After I edit the email content and click the “save content” button I get this error: “There is something wrong with our system, please try again.” I have tried again for several days now. I’ve refreshed the page, logged out and back into my Klaviyo account, and cannot figure out how to get past this. Any ideas? Thanks so much! Best,Justin​​​​​​  

Hi everyone,I’d like to create a segment using the “starting_date” of the customer. Specifically, I want to include profiles that are scheduled to receive emails 2 days before their starting date (i.e., starting_date - today = 2). However, I’d like to exclude profiles for which only 1 day remains until their starting date.Could you please advise how I can set up this segment?I really appreciate your help.