How to Contact Support

read
Last updated at:

Overview

Learn more about our resources and materials to help you get the most out of your Klaviyo account.

Free Plans

Klaviyo is proud to offer free plans to our many valued customers. Our Help Center provides a robust, searchable database of information on all Klaviyo's features, as well as best practice tips and tricks. Here, you can find tutorials, articles, demo videos, and more. We will continue to provide support to all customers by updating and adding content to our Help Center. Likewise, we encourage all users to participate in our Community forum. At this time, we are only able to offer live chat support to customers on paid plans. 

When you're logged into your Klaviyo account, our in-app support features can be accessed by clicking Support in the top menu bar, or by navigating directly to klaviyo.com/support. From this location, you can:

  • Search the Klaviyo Help Center
  • Email support
  • Live chat (available for customers on paid plans only)

The top menu bar inside your Klaviyo account where the Support menu item is located

Email Support

Email support is available between 6 am–10 pm ET on weekdays and 10 am–4 pm ET on weekends. 

From any main page within Klaviyo, click Support in the top menu bar. Here, search for an answer to your question; if you can't find what you're looking for after searching our Help Center or Academy, feel free to reach out via email.

Under Message Support, click Send a Message.

Once you have clicked into Support from menu, there are options for Courses, Live Trainings, Documentation, Community, Message Support, and Chat Support

Then, draft an email to our Support team describing what you need help with. Make sure to CC any additional recipients, select a category for your request, enter a subject and description for your question, and attach any applicable files.

Once you are ready to send your support request, click Send.

The modal pop-up should you choose Message Support from the Support page and your case info to fill in for help

The Community

The best answers to your questions can often come from other Klaviyo users. The Community is a place for you to learn, grow, and share best practices to level up your marketing strategy and Klaviyo skillset.

There, you can share strategic ideas, provide insight into topics you’re familiar with, and ask questions in a supportive peer-driven environment. Create an account using your Klaviyo login email to join the conversation and learn from users like yourself.

The mainpage of the Community center page outside of your Klaviyo account

Chat

We offer chat for customers on paid plans between 9am – 5pm ET Monday through Thursday, and 9am – 4pm ET on Fridays.

To access chat, click the account dropdown and select Chat.

When clicking in your account menu in the navigation, open the dropdown menu, then click in list for Chat

You can also access live chat after clicking Support and searching the Help Center. If you do not see the answer in your search, click Start Chat under Chat with Support.

In either case, you will start by asking your question to Kira, Klaviyo’s Virtual Product Expert. Enter your question into the associated chatbox and she will direct you to any applicable resources or solutions. If Kira is unable to answer your question, you will be added to our live chat queue, where you will be able to speak with a member of our Support team.

Go back to Support page from top nav in your account and then click on live chat

Unable to Access Chat?

Some ad blocking software or browser add-ons may prevent the chat option from appearing in your account dropdown menu. If you're on a paid plan and you're experiencing difficulties accessing chat, try disabling any ad blockers or browser add-ons.

If the problem persists, reach out to our Customer Success team by clicking Support > Send a Message instead.

Unable to Log Into Your Klaviyo Account?

If you have been locked out or are unable to log into your Klaviyo account, please submit a request so that we may help you. From here, a member of our Support Team will assist in retrieving your access.

Please note that our Email Support hours run between 6 am-10 pm ET on weekdays, and 10 am-4 pm ET on weekends.

Additional Resources

x
Was this article helpful?
193 out of 973 found this helpful