Sign Up Form Erratic Loading On Shopify Page

  • 27 January 2021
  • 1 reply

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We are having an issue where our embedded form is only showing up about 90% of the time on page load. In Klaviyo, we think we have the settings correct -- screenshotted below. And we have it to load the same on Desktop & Mobile.

The error seems to happen randomly -- sometimes it will load after a refresh, sometimes it will load on mobile, sometimes it won’t. Sometimes it will load in an Incognito tab, sometimes it won’t. We’re at a loss and would love to hear if anyone else has experienced this? It’s a Shopify site, and this is the page we are having issues with:

Any help is appreciated. 

Thank you!





Best answer by retention 28 January 2021, 01:48

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Userlevel 7
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@The Big Favorite Hi Deanna, and welcome to the community.  Looking at the source on that page, it looks like you have two different Klaviyo accounts associated with your Shopify account. 

If you look at “View Source” on that page, and do a search for klaviyo.js?company_id= I found two different Klaviyo Site IDs.  This can cause a “race condition” where sometimes one Klaviyo account is loaded (that has the Signup Form) or the other account is loaded (that doesn’t have a Signup Form). 

See here:

You should only ever have one Klaviyo Account per Shopify Instance.

This sometimes happens when you have a developer account and a different account for production, or sometimes when you’re in the Shopify Klaviyo App when someone accidentally registers a new Klaviyo Account instead of Logging into an existing account.

You can see which one is the correct Klaviyo Account by going to your Account → Settings → API Keys and see what your Public API Key is.  

If you have access to the other (rogue) account, simply remove the integration from Shopify.  If you don’t have access (or don’t know who on your team have access) or if that doesn’t work, you may have to contact Klaviyo Support to see if they can help you troubleshoot and see if they can disable that other account.  

Hope this helps and let us know if you were able to resolve the issue!