Double Opt-in – Confirmation email not received during testing and unsure how to customize it

Question

Hello,I have activated Double Opt-in for my list, but I am facing two issues I need help with:When testing, I do not receive a confirmation email at my test address.	I cannot find the option to customize the confirmation email, even though the Double Opt-in toggle is activated in my list settings.Could you please guide me on how to resolve both issues?Thank you

bluesnapper · Accepted Answer

Welcome to the community ​@DISOA82Regarding not receiving the double opt-in email, the first things to check:Did the opt-in email go into your spam?Is your test email already in your list? If it is, you won’t receive the double opt-in emailfor subsequent submissions.Ensure your email sending domain is verified (domain status = active). Ifit isn’t, that could be affecting deliverability before it even reaches your inbox. That domain listing check is here:https://www.klaviyo.com/settings/account/domainsFor editing the double opt-in email for all lists, open https://www.klaviyo.com/settings/other/consent-pagesthen ‘email confirmation’. From there you can make basic edits to the email and success page but those edits are restricted to subject line, styles, text, and images.You can also make non-global edits to the double opt-in that are specific to a list. Open your list and then select ‘consent pages’ then ‘customise for this list’, then ‘email conformation’.I hope that helpsAndy

DISOA82 · Answer

Hi,Thank you for your helpful reply!I tested again with a completely new email address (one that has never been used in Klaviyo before) via my Shopify popup form. After submitting, the form correctly shows the message: “A message has been sent to confirm your subscription.”However, no confirmation email arrives in the inbox or spam folder.Regarding the domain check: I don’t have a sending domain set up yet. I’ve attached a screenshot of the Domains section in my account settings where it looks like I still need to add one.Could you please confirm whether the missing sending domain is likely the reason the double opt-in email isn’t being delivered? And if so, is setting one up the next step I should take?Thanks again for your help!

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