Very confused by Klaviyo billing. We have a database of 15k and send out text frequently.
August we used 900,000 credits. I understand 1-credit for sms, 3-credits for MMS.
I am paying $8,175 per month plus additional charges ranging from $180-$850 every time we text.
No-one at Klaviyo is willing or able to clarify charges for me.
Customer support is terrible. First you get a chat bot, then someone who cant answer your question, so the you send an e-mail only to be directed to online information that does not explain your billing.
Spending well over 100k a year with Klaviyo and I can even get a direct answer to billing questions.
Thanks for posting your question here, and apologies for any negative interaction you had so far. I’ll do my best to explain Klaviyo’s billing practices, and if you have any questions about it afterwards, don’t hesitate to respond and ask. I can answer any follow-up questions you have afterwards.
From what you’re explaining, it appears that you’re paying for both profiles + emails (one plan) and mobile messaging (another plan).
Your profiles and emails plan is based on two things. 1). The amount of active profiles (profiles with an email that aren’t unsubscribed/suppressed) in your account and 2). the amount of emails you send. In general, the profile and email plan will allow for 10 times the amount of email sends as active profiles you have. For example, if your plan allows for 1000 active profiles, it will also allow for 10,000 email sends. You can turn off auto-upgrade for email sends, so instead of going over your email send limit and being upgraded, you’d stop sending emails once you reach that limit. That being said, auto-upgrade for active profiles cannot be turned off, and if you’re above your active profile limit at the end of the month, your plan will be upgraded to the next plan capable of housing your active profiles. If you’d like to save money on your profiles + email plan, the best way to do so is to suppress profiles you’re not emailing, or who aren’t opening your emails, and then downgrade your plan.
The mobile messaging plan works a little differently - it’s only based on message send credits. We use “credits” instead of “sends”, because each message you send may cost a different number of credits, depending on the country you send it to, the presence of an image/emoji in the message, or the length of the message. This table below shows how much SMS and MMS messages cost in every country where it’s available:
If you’re on Mobile Messaging auto-upgrade, which you can find in the billing preferences tab, we’ll automatically upgrade your plan once you send enough messages to go over your plan limit, so you can continue to send, rather than have all messaging be stopped immediately until the next billing cycle begins. You can turn this preference off, if you so choose. If you’re seeing additional charges every time you text, it’s likely because you’ve reached your plan limit, so you’re being upgraded so you can continue sending.
Once again, let me know if the above answers your questions, and if not, how else I can help out.
