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  • 70 Topics
  • 165 Replies
70 Topics
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Contributor I
lamtran2616Contributor I
asked in Service
Help to setup the SMS welcome pop up on home page

HelloI’m new with Klaviyo and learning. Hope someone could spare some of your time to walk me thru the setting of the flow and following up flow.Thanks so much!!

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L
Contributor I
A
Contributor I
artfeltpuzzlesContributor I
asked in Service
Abandoned Cart Flow Email #1 not pulling up product or cart info

Hello community,I have set up a two-email abandoned cart flow. I have checked and re-checked my integration with Shopify and I’m still having two issues:My first email won’t pull in any dynamic product info. While I’ve gone to the preview page, copied the URLs listed there, and plugged them in, it still isn’t populating. In fact, it isn’t even creating space in the email as if it was supposed to be there. The ‘return to cart’ CTA button is there, but no link. This is even more strange because the second email in the series is pulling and displaying this information just fine. I even copied the URLs from that one to the first and it didn’t work.  In the second email (and the first) the ‘return to cart’ CTA from the template goes to the product page and not the cart. I can’t find any URL that works to send a customer directly back to their cart. And it’s not a timing issue - I made sure there’s enough time to populate and not so long that the cart expired. Any help would be greatly appre

50
A
Contributor I
S
Contributor I
seandrxContributor I
asked in Service
Featured Review Carousel Broken in Horizon Theme

I’ve recently updated my website to the new Shopify Horizon theme, and after the switch the Featured Review Carousel section is not displaying correctly on mobile. See screenshot.It shows as a much wider image, which in turn widens the website making it difficult to scroll on the home page. 

426
Byrne C
Community Manager
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Contributor I
GMS OnlineContributor I
asked in Service
Cancel My Account & Refund Request

Hi Klaviyo Team,I need urgent help with my account. For the last two months, it’s been disabled and I haven’t been able to send any emails. Even with this issue, I’ve still been charged $550 a month, which is very frustrating. On top of that, I was told I’d have to upgrade just to get email support, which doesn’t make sense after already paying that amount.I can’t find any way to cancel my plan in the account settings, so I need you to step in. Please cancel my account right away and refund me for the last two months. This situation is unacceptable and needs to be resolved quickly.Looking forward to your confirmation. 

142
Byrne C
Community Manager
G
Contributor I
GMS OnlineContributor I
asked in Service
Cancel plan????

I’ve been using Klaviyo, but for the last two months I haven’t been able to send emails at all — the core reason I signed up for the service. Despite this, I was still charged, and when I tried to cancel my plan, the platform would not give me an option to do so.This has been extremely frustrating and feels unfair. A service should not continue billing when customers are unable to use the product, and it should always provide a clear way to cancel. Right now, I am stuck paying for something I cannot use. 

101
Byrne C
Community Manager
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

392
G
Contributor I
I
Contributor I
IA-AKContributor I
asked in Service
Need Help Removing Wrong Instagram Account from Klaviyo Settings

I accidentally linked the wrong Instagram account under Klaviyo → Settings → Instagram. Right now it shows my personal page as connected. The only option I see is Reauthorize, but when I click it, I get this error:{"data": {}, "success": false, "errors": {"message": "This company already has an Instagram Provider."}} I already tried: Disconnecting Klaviyo from my Facebook Page settings. Removing Klaviyo from Meta Business Integrations. Even after doing that, Klaviyo still shows the account as “authorized/synced” and doesn’t give me a way to remove or swap the Instagram account.Could someone help me clear or reset the Instagram provider so I can connect the correct Instagram Business account instead?Thanks in advance for the support!

111
Byrne C
Community Manager
S
Contributor I
Stijn van AngeloContributor I
asked in Service
Customer Hub translations

Hi everyone,I’ve noticed that some of the Dutch translations in Customer HUB sometimes come across a bit odd or unnatural.Since we want our brand voice to feel warm and natural, I was wondering:Is there a way to manually change or override these default translations?Thanks in advance!– Stijn

203
hansen
Klaviyo Employee
S
Contributor I
Stijn van AngeloContributor I
asked in Service
Adding products to customer hub favorites

We recently switched to the Customer Hub and started looking into the Favorites functionality.Previously, we used the Swish Wishlist app with a sync to Klaviyo, so I still have wishlist items (product IDs) saved in custom data.I tried importing those IDs into the customer_hub_favorites field, but they don’t show up on the users’ Favorites list.I’m not even sure if this kind of migration is possible — has anyone tried something similar or knows if it can be done?

191
Byrne C
Community Manager
J
Contributor I
jcolemanContributor I
asked in Service
Feature Request: Klaviyo Integration to become a supported review partner with Google Store Ratings Program

I’d like to request a feature for Klaviyo to become an approved supported review partner for Google’s Store Ratings program:https://support.google.com/merchants/answer/190657This request isn’t about review display or collection — it’s specifically about enabling reviews collected through Klaviyo to qualify for Google Store Ratings.Currently, reviews need to be submitted through a Google-approved feed partner (like Yotpo, Judge.me, etc.) in order to show up on store ratings. Since Klaviyo isn’t on that list, there’s no direct way to use the reviews we collect here for that purpose.  We would have to separatey collect reviews through the Gogle Customer Reviews Program.It would be great to have a solution within Klaviyo, rather than asking customers to submit reviews across multiple platforms, such as through Klaviyo, and separately via the Customer Reviews program.Just wanted to see if this type of integration is on the roadmap.Thank you!

263
P
Contributor I
J
Contributor I
jcolemanContributor I
asked in Service
Feature Request: Smartrr Integration with Klaviyo’s Customer Hub

I’d love to see a Smartrr integration within Klaviyo’s Customer Hub. Right now, this is the main reason we haven’t fully adopted the Customer Hub experience.When we first implemented Smartrr, we received a large number of customer service tickets in just the first few days — most of them related to customers being confused about how to access their subscription account portal. Having a native integration between Smartrr and Klaviyo’s Customer Hub would make it much easier for customers to manage their subscriptions in one place, reduce confusion, and cut down on unnecessary support requests. Is this something Klaviyo is planning to support in the future?Thanks for considering it!

281
Byrne C
Community Manager
T
Contributor I
tvgla-mataiharaContributor I
asked in Service
Klaviyo Partner Program Application

Hello! We applied to the Agency Partner Program several months back and I received a confirmation email (on Dec 31, 2024) stating, “Hi there! Thanks for applying for the Klaviyo Partner Program. We’ll review your information and reach out shortly with next steps. We're getting everything ready to set you up for success.”. We have been very patient but we wondering about the status of the application.

231
annasophiefc
Partner - Platinum
W
Contributor I
WenContributor I
asked in Service
Viewed product image issue

Hello everyone,Has anyone encountered a situation where the dynamically viewed product image in the browse abandonment flow disappears in the test/actual email but appears correctly in the preview?Thank you!

344
whereisjad
Expert Problem Solver II
W
Contributor I
WohpeContributor I
asked in Service
Pop up form Issue - customer can go to next step when submitting form stuck on loading

i phase this issue, when i try to submit the form (klick the subscribe button) there’s a loading and stuck there. can anyone help me with this?

684
M
Contributor I
Anas Ali Khan
Partner
Anas Ali KhanPartner
asked in Service
Exclude Products

how to exclude collections/products while making a dynamic coupon code in klaviyo? I have 50 collections, which I want CUSTOM Collection should be exclude & 49 collection should be apply for discount code I dont know why klaviyo still not have a exclude option in the dynamic coupon code tab.

321
Bobi N.
Partner - Platinum
O
Contributor I
OneCap Sweden ABContributor I
asked in Service
How do I change font color on my Klaviyo reviews to black instead of blue? 

How do I change font color on my Klaviyo reviews to black instead of blue? My website: www.onecap.se   

241
annasophiefc
Partner - Platinum
I
Contributor I
iakarenContributor I
asked in Service
You’ve reached 100% of your Email profiles usage limit on the current plan for your company

Hello and thanks in advance for your help. We are working on out Shopify store which has not deployed, we do have an optin form on the password protected storefront. So we are not selling in Shopify yet but we are getting this message - You’ve reached 100% of your Email profiles usage limit on the current plan for your company and I am not sure why or where to check to  see where this usage may be getting used?Some other parts of the email that I am getting says:You are receiving this transactional email because you are listed as the owner of the Klaviyo account.If you exceed 100% of your limit, you will be automatically billed for overages and your account will revert to your selected plan the next billing cycle.I have no idea what is triggering this. Has this happened to anyone else? We are on the free trial until we launch our site. We only have had a small amount of new opt-ins from the home page. We do have our ebay store connected but not a 2 way integration yet and we are integr

682
I
Contributor I
J
Problem Solver II
jmacmanProblem Solver II
asked in Service
Disabling Customer Hub

How do I disable Customer Hub? It is a bit intrusive on my Shopify store and is injecting some metrics and fields in my orders that I don’t like.

473
RachelF
Problem Solver IV
gabriellabrowne
Contributor I
gabriellabrowneContributor I
asked in Service
Suggestion: Improve Klaviyo Dashboard for Wider Screens

Hello Klaviyo Community,I've been using Klaviyo for some time now, and I truly appreciate the powerful tools it offers for managing customer journeys and email campaigns. As the platform continues to grow, I wanted to share a suggestion that might enhance the user experience for those of us using more expansive display setups.Specifically, I’ve noticed that when working on an ultrawide gaming monitor, the Klaviyo dashboard doesn’t fully take advantage of the additional screen real estate. Panels often remain fixed in width, and content stretches awkwardly across the display. A more flexible layout system—perhaps with adjustable widgets or multi-column views—could significantly improve usability for users with larger screens.A few discussion starters: Would customizable layouts help you organize analytics or campaigns more efficiently? Could modular panel sizing improve team-specific workflows? Should Klaviyo explore adaptive UI settings based on screen resolution? Thanks again to t

281
Byrne C
Community Manager
B
Contributor I
BizContributor I
asked in Service
presentment title for abandoned checkout flow dynamic product title?

Can someone please help me to set the presentment title for abandoned checkout flow dynamic product title?

231
annasophiefc
Partner - Platinum
T
Contributor I
teachateauContributor I
asked in Service
Failed to sync data between Klaviyo and Shopify

Hello, We have another Shopify account which would like to link with Klaviyo, however it failed.And when we login and tried to sync data with Shopify, I get this error: “Something went wrong. Try resubmitting or refreshing the page.” I have tried again for several times today. 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,teachateau 

364
emma.owens
Community Manager
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"

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C
Contributor I
C
Contributor I
chloeevansdesignsContributor I
asked in Service
How to setup workflow depending on a radio box option that someone chooses on a sign up form

I am trying to setup a free download where people sign up using a Klaviyo form to subscribe to a specific email list/segment. The thing that makes it more complicated is that it there is a radio box option to choose from one of two free downloads on the sign up form, and depending on which option they choose, they will be sent a specific email with the download link. I have set up the form and created the custom properties for the radio box options and I was planning on creating two segments which people will be assigned to depending on their choice, but the custom properties isn’t showing in the ‘Properties about someone’ list to do this. If anyone could offer advice on the best way of setting the subscriber segments up to then setup the flow or another easier way that I am able to set all of this up it would be greatly appreciated as I have been going around in circles with this for the past three weeks and not getting anywhere. Thanks in advance!

162
whereisjad
Expert Problem Solver II
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?   

213
K
Problem Solver 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

562
emma.owens
Community Manager
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