Customers signed up but never receive any emails

Question

Hi, I’ve been running through this issue and couldn’t figure out why.. some new customers signed up through a form in our website and their profile is set up to be part of our list and also subscribed to email. However they never receive our welcome flow?

I have double checked that;

smart send is off
they are qualified to our flow (if they are added to the main list)
email should be send immediately, no time delay.
Their profile said that they’re subscribed to Email
I’ve also tried to include past profile and it’s sent to everyone except these new ones lol

I’ve checked for the past 30 days there are about 300 new customers who never received anything..

Anyone know why this is the case?

annasophiefc · Accepted Answer

Hi @ToottoothonkThank you for posting in the Community!Sounds like you’ve done a lot of troubleshooting. A few other things you might want to double-check that could be causing the issue:Form integration: Make sure the form is properly connected to the list that triggers your flow and that your integration is leading leads to the same list. Best practise in Klaviyo is working with one main list.Double opt-In: If enabled, new subscribers need to confirm before getting emails.Flow triggers and filters: Verify the flow is triggered by the exact list new subscribers are added to and that no profile filters are excluding these.Suppressed profiles: Check if these profiles are suppressed due to bounces or unsubscribes.I hope this helps!

Toottoothonk · Answer

Thank you, turns out the issue was I added a Profile Filter to exclude one of my Shopify Tag (so that our Wholesale customers wasn’t included as part of this flow). Turns out the profile filter had the opposite effect then what I wanted to achive..

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