Skip to main content

Service

Use all your customer data to deliver the most personalized, automated experiences, delighting your customers across every interaction - ask your questions, get answers, collaborate with others.

  • 49 Topics
  • 118 Replies
49 Topics
C
Contributor I
clgeoioContributor I
asked in Service
Receiving 500 error when creating flow with ab test

I’m receiving a 500 `A server error occurred` when trying to create a simple flow with an A/B test on an email.Here’s the response { "errors": [ { "id": "2e63cd65-34e9-4885-8301-7865b80b9990", "status": 500, "code": "error", "title": "A server error occurred.", "detail": "A server error occurred.", "source": { "pointer": "/data/" } } ]} I obtained my input by creating a flow using the UI editor (to ensure the metrics and templates exist).I used this as starting point to form the data as per the https://developers.klaviyo.com/en/reference/create_flow API spec.It should be noted that whilst some of the properties (e.g. cc_email) say they must be a string, the definition of the existing flow has this property as null.Here’s full API request to the create flows API. { "data": { "type": "flow", "attributes": { "name": "My test flow", "definition": { "triggers": [ { "type": "metric", "id"

344
C
Contributor I
R
Contributor I
RebelineContributor I
asked in Service
How to delete cover Overlay in Pop Up Sign up form when trancparency bar isnt there?!

there no transparency bar in klaviyo anymore.how can i delaete background colour ovarlay?I tried otu coulers, dont like them and just simply wnat it back to how it was before. How can I simply delete the background colour again?   

61
K
Contributor I
C
Contributor I
CelsiusContributor I
asked in Service
Accidentally deleted emails - URGENT

Hi - we have accidentally deleted a string of emails in a flow after clicking the wrong ‘delete path’ button.Surely there is a way to restore archived/deleted emails built in?It’s an easy mistake to make and I’m surprised if you have to ‘contact a support agent’ to recover something that’s so easily accidentally deleted. Regardless, please let me know if there is a way. Thanks in advance

292
emma.owens
Community Manager
F
Contributor I
fd2025Contributor I
asked in Service
Back in Stock Notification - Market Pricing

Hello crew, we just started using the Back In Stock Notification Feature from Klaviyo in Shopify.We saw that the price is shown in the email the customer gets. Is this price the actual price the customer saw when clicking on the Nofiy Me Button or is this price just the “standard” price from the shop. Our prices change from Market to Market and therefore it would be a negative experience if the customer would see a different price in the Back in Stock Email then on the actual product page when they want to buy the product.  

253
Victoria_ap_G
Expert Problem Solver II
R
Contributor I
royvanierselContributor I
asked in Service
Refund

I hope you're doing well.I’m reaching out to kindly request a refund for the recent charge on my Shopify store 0h17u4-t0.myshopify.com. I’ve decided to stop using the app/service and would appreciate it if you could review the charge and let me know if a refund is possible.I understand your terms, but I haven’t actively used the service and canceled it shortly after the billing period started.Please let me know if there’s anything you need from me to proceed with the refund.Thank you in advance for your support!Best regards,Roy van Iersel

221
Byrne C
Community Manager
D
Contributor IV
drmaryanndiorioContributor IV
asked in Service
Popup Minimized on Shopify Home Page

Hello,My signup popup is minimized when someone accesses my Shopify home page. Please advise.Thank you.MaryAnn Diorio

466
D
Contributor IV
C
Contributor I
Clement CContributor I
asked in Service
I'm still getting automatic response even tho I change the reception mail

Hello, I send newsletters to BtoB and when I do it I receive a lot of automatic mails (out of office, mail no longer use ...)  even tho I set up a no reply mail for when people answer. How can I make automatic mails going to my noreply  mail and not my direct mail ?Thank you in advance !Best 

221
annasophiefc
Partner - Platinum
T
Contributor I
TBM OnlineContributor I
asked in Service
Invite customers to join the Customer Hub

I would like to invite new and existing customers to sign in/create an account and encourage them to use the Klaviyo Customer Hub. Is there a link I can email to my customers to sign up?

323
Greg Saunders
Klaviyo Employee
N
Contributor I
NeonLikeTheLightsContributor I
asked in Service
Dark Mode Anyone?

I’d love to have a “Dark Mode” option when I log in to my account. Anyone else feel the same?

191
Greg Saunders
Klaviyo Employee
L
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?

204
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

555
whereisjad
Problem Solver IV
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!

374
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?

214
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.

392
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

391
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 ! 

222
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

577
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

241
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? 

372
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. 

291
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.

344
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?    

242
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? 😫

364
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?

452
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:  

312
emma.owens
Community Manager
Terms & Conditions

Links & Resources

Platforms

Partners

Useful Things

About

  • Terms and Privacy |
    © 2024 Klaviyo All rights reserved. Klaviyo and the Klaviyo logo are trademarks or registered trademarks of Klaviyo, Inc. or its affiliates.