Hey @Sam T,
Apologies for the issues you’re seeing with your test emails, and thanks for explaining the troubleshooting steps you’ve taken so far.
When test emails aren’t received by the recipient’s inbox, and they’re neither in the spam nor promotions tab, the sender’s sending domain and lack of DMARC policy can be the cause. Have you set up a Branded Sending Domain and DMARC yet?
To briefly go over what these are, and why they’re important:
- A Branded Sending Domain is a subdomain you choose for your website (you might choose send.SamT.com, for example) by adding DNS records into your DNS provider that Klaviyo generates. It tells inboxes that emails sent from SamT.com are really from you, and not somebody pretending to be you. Instructions on how to set this up.
- A DMARC policy is another record you add to your DNS records that tells inboxes what to do if they get an email that looks to be from you, but might have some misalignment. More about what DMARC is.
All this to say that if you’re missing either of these, sometimes inboxes will reject your preview emails. I’ve seen this a few times before. In general, it’s best to set up a Branded Sending Domain and DMARC, since it’s important for email deliverability, but if you don’t want to do that yet, you have a couple more options:
- Save your flow emails as templates. After that, go edit them in your saved email templates page (instead of directly in the flow). Try sending test emails from that template editor, instead of the template editor in the flow. When you send a test email from the template editor in saved templates, the sender email is actually slightly different, and sometimes, it has better odds of reaching your inbox.
- Actually trigger the flow by signing up for the list, and wait for the emails to reach your inbox. This avoids having to preview altogether.
Finally, as a free account, you do have access to human support for the first 60 days after creating an account. This is done via email. If you selected chat support, then you’d be talking to a chatbot rather than a human. That being said, if you create an email ticket, you will be put in contact with someone on our team who can help you out!
Let me know if I can answer any more questions. Happy to clear anything up!
