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  • 40 Topics
  • 92 Replies
40 Topics
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Contributor I
lily_201Contributor I
asked in Service
account suspended

I changed my plan, and Klaviyo charged $20 and sent an invoice, but they still suspended my account. They said it would automatically recover, but it didn’t. I’m really frustrated. What can I do?

41
L
Contributor I
D
Contributor I
devendraContributor I
asked in Service
Unable to add a terminating condition for a flow for discarded cart feature for multilple discards by same user

I am triggering an event "custom_checkout_started" in klaviyo when any user tries to purchase an item in my website. The event contains a property cart_id which is id of cart being processed. Also in the event i pass profile property "cart_ids" which is array of cart id which the user has discarded. If user completes the payment, the user profile will be updated in klaviyo where the cart id will be removed from cart_ids array. And in the flow i want to add a condition in filter to send the email only if payment is not completed(i.e if the cart_id in event is present in cart_ids property of profile). How do i check that condition? just came to know that we cannot the use the event property dynamically. ex. event.properties.cart_id or something like that. is in cart_idsalternately i tried another approach, i created a list and whenever user starts checkout i trigger profile create api and subscription api which adds the user to the created list. i passed property “payment_status” as pend

294
D
Contributor I
Z
Contributor I
zoemanginContributor I
asked in Service
Custom Property value upload across multiple csv's

I am migrating our database and I’ve got multiple csv files prepared of different lists e.g. they have visited our bar, and they have purchased 2 different products from our online store. For this example they would feature on 3 lists, one for each product and one for the bar - if I have a custom property column in the two product csv’s which are both titled ‘Product Purchase’ but each has a different value under it in the different csv’s will both of the values be added to that customers one profile? Or will one overwrite the other because the title of the customer property is the same? I don’t want to add it as a ‘list’ because the data isn’t within one csv, and I don’t know how to compile the data into one csv in the particular format Klaviyo needs it {“x”, “y”] without it being manual and we’ve got thousands of orders we need to port over.  I hope that makes sense!

294
Z
Contributor I
L
Contributor I
LoomeContributor I
asked in Service
My flow's has been disapled and I can't turn them on again.

I recently downgraded to a free plan, as I don't send many emails and currently only have 22 subscribers. I had read that my flows would then be paused, but that I would just have to put them Live again myself. But I can't do that? The box is just greyed out and I can't do anything.Is it really right that you have to pay to keep your flows running?

154
L
Contributor I
E
Contributor I
erkambadankaContributor I
asked in Service
I accidentally converted my account to a test account

Hi,I accidentally switched my Klaviyo account to a test account. I want to revert it back to a regular (live) account, but I cannot contact support because I’m on the free plan.Can someone from Klaviyo please help me fix this? My account email: iletisim@urlaatelier.com Thanks.

332
Byrne C
Community Manager
C
Contributor I
CottageandBungalowContributor I
asked in Service
Order Confirmation Email - Big Commerce

Hello,We are setting up an order confirmation for our customers through Klaviyo for our Big Commerce store. We are unable to figure out how to include variants in the order confirmation. For example, we need to include size, color or any other applicable variants to the order confirmation. How do we do that?Thanks,Cottage & Bungalow Team

291
whereisjad
Problem Solver IV
E
Contributor I
essentiaContributor I
asked in Service
Webflow Form working on webflow.io but not on custom domain.

Hey Everyone, I have a weird bug. So my Klaviyo form is working like wonder on the webflow.io domain but for some reason it’s not working properly on my custom domain.I’m using Shopyflow as my API to connect Shopify to Webflow BUT I only setup klaviyo in my Webflow code snippet. So it shouldn’t interact. Weird. On my custom domain, it’s loading for age and nothing is happening :/Here are the screen : Any help would be greatly appreciated ! 

182
emma.owens
Community Manager
E
Contributor I
edm-PROContributor I
asked in Service
How to disable double optin on a list with an app from Zapier

Hi everyone, sorry i’m completely lost… How do I convert a profile from a Zapier app (systeme.io) directly into an email list to trigger an email flow without the lead needing to provide email confirmation?Even if I uncheck the double opt-in on the specific list, it remains permanently enabled. I've been using it for several days and I'm wasting my time. I need your help please. Thanks a lot for your time

487
TimMartinHarvey
Problem Solver IV
A
Contributor I
ArtvashContributor I
asked in Service
Urgent Request for Refund and Account Plan Cancellation – Extremely Frustrating Experience

Dear Klaviyo Support Team, I am writing to formally express my extreme dissatisfaction with my recent experience using Klaviyo and to request an immediate review and refund regarding my subscription. A few weeks ago, I decided to switch from another email marketing service and give Klaviyo a try. I was charged $665 shortly after starting my plan. However, within just one week of usage, I realized that the platform did not meet my needs and was not suitable for my business. When I attempted to cancel or downgrade my plan, I encountered serious issues:  There was no visible button or option to cancel or downgrade my subscription, despite following all instructions available on your website. I tried deleting my entire audience and creating new segments to meet lower-tier plan requirements, but the interface completely froze—even though I use a MacBook Pro M4 with 24GB of RAM. The page became unresponsive, and no contacts were deleted. I could not find any effective way to contact supp

181
emma.owens
Community Manager
C
Contributor I
Compound CosmeticsContributor I
asked in Service
Migrate reviews

I duplicated a product in Shopify (new SKU) and want to move reviews from the original product. I can't group them because it groups unrelated SKUs. Is there a way to reassign reviews manually or another workaround? 

322
zacfromson
Expert Problem Solver II
S
Contributor I
stephenjkContributor I
asked in Service
Meta custom audience

As a small business, all I want to do at the moment is create a live link to tell Meta who my customers are. There would be around 3,000 customers at the moment, increasing 200 or so monthly. I want to ask is this possible on the free version?I did start using Klaviyo for emails a while back, but the cost does not work for me and the lack of support was incredibly frustrating and drove me away so have been using Shopify emails instead. Thanks. 

181
M
Problem Solver IV
O
Contributor II
OlehContributor II
asked in Service
Question About Browse Abandonment Flow – Filtering Orders After First Email

Hi there,I have a question regarding the Browse Abandonment flow in Klaviyo. Currently, I have a flow with three emails set up to target users who browse products but don’t purchase.What I would like to achieve is this: if a customer places an order after receiving the first email, they should not receive the second or third emails in the flow.Could you please advise: What filters or flow conditions should I use to ensure that once a customer places an order after receiving the first email, they are automatically removed from the flow? Do I need to use any specific trigger filters, conditional splits, or tags to accomplish this? Thanks in advance for your help! Looking forward to your guidance.

304
O
Contributor II
P
Contributor I
PikkoContributor I
asked in Service
Being overcharged for SMS Credit

  Hi Klaviyo team,I’m on the free plan and recently noticed my SMS usage has gone over because foreign SMS credits (Belgium, Germany, Netherlands, etc.) were charged — but I’ve checked and all my recipients are +61 Australian numbers.Specifically, this happened in my flow called Shipment Delivered – Standard between May 1 and May 10, 2025. All recipient numbers are +61 (confirmed in the recipient activity report). No foreign numbers are on my list. Yet the system shows foreign SMS credits being consumed, pushing me past my monthly allowance. Could someone please help investigate why domestic numbers are being billed as foreign and advise if this can be fixed or credited back?    

192
emma.owens
Community Manager
J
Contributor I
Jennie-GContributor I
asked in Service
Associating pop-up sign-ins according to language

Hi,I’m an English author based in France with books translated in French. I have a pop-up form in English and an associated newsletter list. I cloned the pop-up form, translated it into French and selected targets based on French-speaking countries to view the form based on where they’re located.Here’s my first question. Can I easily associate this pop-up form that I’ve already spent a lot of time creating with a separate French newsletter list? It seems like I have to create the pop-up form while the French NL list is open, which means I’d need to start the form from scratch. Can I simplify this? The second question is how would flows work for French customers. How do you associate a flow based on location when it comes to a purchase? My head is going to explode. Why don’t I just give up now? 😫

304
J
Contributor I
A
Contributor I
almelnickContributor I
asked in Service
HELP DNS AND SENDING DOMAIN. LOW OPEN RATE IN GMAIL

Hi everyone, I’m facing a serious deliverability issue with Klaviyo — my emails are going to spam in Gmail, and the open rate for Gmail addresses has dropped dramatically in the last few days. Here’s my setup:  My domain is hosted on GoDaddy My website and store are on Shopify I’m using Klaviyo for email marketing I recently set up a dedicated sending subdomain: email.mydomaing.cl, and delegated it via NS records to Klaviyo (ns1.klaviyo.com, etc.) I confirmed that the domain is “verified” in Klaviyo settings  However, Gmail is still flagging my emails. When I check the original message in Gmail, SPF and DKIM pass, but DMARC sometimes fails, and reputation seems to be suffering.  Has anyone else faced this?  Do I need to set a DMARC record for the subdomain email.skinology.cl, or does Klaviyo manage it via the NS delegation? Could having legacy DKIM records (Shopify, Mailchimp) on the root domain be hurting me?

362
emma.owens
Community Manager
D
Contributor I
Dima KorsContributor I
asked in Service
Problem with klaviyo review import from judge.me

I try to import my review from judge.me to Klaviyo reviews but I end up with the following error message:  

172
emma.owens
Community Manager
B
Contributor I
BrookedjContributor I
asked in Service
Branded sending domain issue

we don’t have multiple accounts with Klaviyo .. however receiving this message.“There is a maximum of one sending subdomain per domain level. For more help, please contact Klaviyo support.” when we click Activate.Why would we be receiving this message when we don’t have multiple, and records have been verified..?  

523
emma.owens
Community Manager
J
Contributor I
Jennie-GContributor I
asked in Service
How do I remove the SMS Opt-In block?

Hi, How do I remove the SMS Opt-In and Profile Info blocks from my Form? I included them and decided that I want to keep things simple and stick to email only. Thanks!

325
J
Contributor I
D
Contributor I
Dasha BelinskayaContributor I
asked in Service
Need help about klaviyo partner login

I'm trying to sign in to my partner account, but I'm unable to log in due to a password error. I attempted to use the "Forgot Password" option, but I haven’t received any password reset email from Klaviyo.Could you please assist me in resolving this issue? 

91
emma.owens
Community Manager
J
Contributor I
Joseph88Contributor I
asked in Service
How to completely REMOVE REVIEW ORDER FEATURE AND NEW Advanced Klaviyo Data Platform ?

I just want to tell you all something that is happening on this company. A year ago, klaviyo spammed all of us ( clients ) with the new REVIEW system powered by them. Nice widgets, bla bla bla. So you guys ( klaviyo employees or engineers or whoever ) use a nice h1 title like “ see how it works “ or “give a try” bla bla bla. Okey, so a normal human being will think : “wow a new feature, i want to see what is this”. and BOOM, you got cought. Let me explain. If you make that click, the review tab on the right side will be there forever and if your company is making more than 50orders per month ( with klaviyo atribution of course ) the will start charge you some $. But hey! it’s okey. Again a normal human being will think something like : “well i fk up, let’s disable this feature”. No no no no, you can’t. You just CAN’T. There is no way to disable this feature by yourself. It’s that weird? Let’s reach support i said. I spoke with them so many times and nobody provide a single logic help.

371
Byrne C
Community Manager
S
Contributor I
sadoniganContributor I
asked in Service
How to Stop Receiving Automatic Replies from Platforms Like Stripe, ShipBob, Amazon After Sending Campaigns

Hi Klaviyo Community,When we send out email campaigns, we consistently receive automatic reply emails from addresses tied to platforms like Stripe (no-reply@stripe.com), ShipBob (hello@shipbob.com), Amazon (various do-not-reply addresses), Walmart, and eBay.To manage this, I’ve already taken the following steps: Suppressed individual profiles as they come in. Created a segment to detect specific texts in email addresses (like "amazon.com" and "stripe.com") and automatically suppress them. Despite this, we are still receiving these automatic replies after each campaign.Can anyone explain why this is happening?Is there a better way to prevent these types of email addresses from being added to our Klaviyo account or stop them from replying automatically?Thank you so much for any insights!

341
ArpitBanjara
Principal User I
T
Contributor I
theianjohnsonContributor I
asked in Service
Preview email not being received

I’m not receiving the preview email. It appears to send, but I never receive anything in my gmail account -Yes I’m on the free plan No it’s not in spam or promotions I’ve only sent maybe four preview emails this month I successfully sent out an email campaign to ~100 people a few days ago that delivered successfully so I’m pretty sure the account is setup correctlyFYI forcing me to post here and not offering actual support email or chat is super frustrating, if I can’t get help with your product I can’t imagine why I’d pay to upgrade

253
T
Contributor I
S
Contributor I
shexitechContributor I
asked in Service
Klaviyo is Down?

klaviyo seems to be down? is that true?

433
Byrne C
Community Manager
D
Contributor I
DanRetentionContributor I
asked in Service
Klaviyo Partner Program

Hello everyone, some time ago I applied to become a klaviyo partner, but there was no response, is this normal? I also tried to write to partners@klaviyo.com, but there was no reply there either. Can anyone help me out. Thanks 

301
Byrne C
Community Manager
D
Contributor I
Dari MoochContributor I
asked in Service
Refund Request

Hi,We were not able to send out any campaigns, and emails were not being delivered — an issue for which we raised multiple support tickets. Despite these efforts, the problem remained unresolved.We also tried to cancel the subscription but were unable to do so through the system. Since we haven’t been able to use the service for the past 90 days, we kindly request a refund. Please review our account activity and assist us accordingly.Thank you.

443
chloe.strange
Community Manager
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