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Clarification on New Pricing Model & Request for Account Manager Support


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Hi everyone,

I have two questions regarding Klaviyo’s new pricing and would appreciate any insights:

  1. Billing Date Clarification:
    Klaviyo’s official notification states: "Your account will be upgraded if you still exceed your active profile limit on your billing date after February 18th." Since my billing date is the 13th of each month, does this mean that I won’t be charged according to the new pricing until March 13th (next month’s billing date)?

  2. Request for Account Manager Assistance:
    I would like to work with an Account Manager to help us manage and suppress inactive profiles in our account to avoid unnecessary charges. I’ve previously reached out to customer support via email, but I haven’t received a response. If anyone has a contact or can point me in the right direction, I would greatly appreciate it!

Thanks in advance for your help!

Maggie

Best answer by emma.owens

Hi ​@Maggie.Ever ! 

I can confirm that your account will not be upgraded unless you still exceed your active profile limit by March 13th. So, as long as you remove active profiles before then your account will not be upgraded. 

In terms of an account manager, it doesn’t look like you are currently eligible but I’m happy to provide some direction - typically we recommend creating an unengaged segment (guide here) to identify the profiles in your account that are inactive/unengaged. Once that’s created, you can manually suppress that segment and they will no longer count towards your active profile count! 

I hope this helps :)

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3 replies

Adunni
Active Contributor II
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  • Active Contributor II
  • 21 replies
  • February 17, 2025

Hi ​@Maggie.Ever 

Let’s break this down clearly so you have the right expectations.

1. Billing Date Clarification

Yes, based on Klaviyo’s statement, your account will only be upgraded if you still exceed your profile limit on your billing date after February 18th. Since your billing date is the 13th of each month, this means:

  • You’ll remain on your current plan until March 13th (your next billing date).
  • If your profile count is still over the limit on March 13th, you’ll be charged according to the new pricing structure.

2. Getting an Account Manager to Help

Klaviyo doesn’t automatically assign account managers for all users, but here’s what you can do:

  1. Try Chat Support – If you're on a paid plan, Klaviyo offers live chat support, which is usually faster than email.
  2. Submit a Support Ticket – Go to Klaviyo Support Center and submit a request explaining your need for profile suppression guidance.
  3. Check Klaviyo’s Partner Network – If you don’t get a direct response, consider reaching out to a Klaviyo Partner or Consultant who specializes in list management.

Next Steps

To avoid unnecessary charges, I’d recommend cleaning up your list before March 13th by suppressing inactive profiles. Need help with that? Let’s connect—I can guide you through the process! 🚀


MANSIR2094
Problem Solver IV
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  • Problem Solver IV
  • 231 replies
  • February 18, 2025

Hello ​@Maggie.Ever , welcome to the community….. as ​@Adunni has indicated! 

Yes, based on Klaviyo’s statement, your account should follow the new pricing structure starting from your next billing date—March 13th—if you still exceed the profile limit by then. However, it’s best to confirm with Klaviyo support for accuracy.

For account management, reaching out through live chat (if available in your plan) or submitting a support ticket may get a quicker response. If you need help with profile suppression strategies in the meantime, I’d be happy to guide you.


emma.owens
Community Manager
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  • Community Manager
  • 63 replies
  • Answer
  • February 18, 2025

Hi ​@Maggie.Ever ! 

I can confirm that your account will not be upgraded unless you still exceed your active profile limit by March 13th. So, as long as you remove active profiles before then your account will not be upgraded. 

In terms of an account manager, it doesn’t look like you are currently eligible but I’m happy to provide some direction - typically we recommend creating an unengaged segment (guide here) to identify the profiles in your account that are inactive/unengaged. Once that’s created, you can manually suppress that segment and they will no longer count towards your active profile count! 

I hope this helps :)