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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:

  1. Has anyone else experienced this?

  2. 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.

Hi ​@MishaB,

Apologies for any negative experience you had with our team. From my understanding, you originally signed up for a 30-day Customer Hub free trial, correct? If so, and if your ticket is still open, I’d recommend letting the agent working your ticket know that you signed up for what you believed was a free trial, but were charged. While I can’t guarantee a specific outcome, I believe that communicating this to them will help.