Hey @LMayberry . Klaviyo’s cookie can track and identify site visitors through an auto-generated ID. The setting "Don’t show to existing Klaviyo profiles" makes sure cookie'd people don’t see your pop-up.

However, in the case that they do see it, the most likely reasons are:

• they recently cleared their cookies
• they are using a new device
• they are visiting your site with an incognito browser

 
Unfortunately, they’ll be treated as a new, anonymous visitor. I don’t think at this point there is a way for Klaviyo to mitigate this. 

Bottom line: Don’t sweat it 

Hope this helps!

Hi @LMayberry 

Is ‘Email to website tracking’ enabled (below). Set here:

 https://www.klaviyo.com/settings/email/attribution

That should cookie any recipient who clicks from your emails unless they’re blocking them.

On a related point, not all of your Klaviyo profiles will have opted in to marketing. If that’s a consideration, you may want to show your pop-up to profiles who are not already subscribers rather than only to profiles not in Klaviyo.

Regards

Andy

Hi @bluesnapper and @standoutecom 

Thanks for the replies! Yes, that checkbox is checked. 

I’d think it was an incognito browser or new devise or something, except that:

1. It seems like they are all getting the popup. It’s not isolated. 
    
2. My friend who reported she saw the popup was actually there to help test my Browse Abandonment Flow, which she did successfully. She triggered the flow and received the email, which means she was definitely being tracked. 

I’ll try changing the setting to not show to just the subscriber group (instead of all Klaviyo profiles). Maybe that will make the difference somehow?

Hi @LMayberry, 

On top of all the great replies, another Champion @retention gave an insightful reply on why this could happen on occasion. I’d suggest checking it out to gain more insight as well! 

Hope this helps!

-Taylor