How to contact support

Contact support

Support for free vs. paid plans

We offer email and chat support to customers on all paid plans. During the rollout, use the chat support experience available in your account.

Customers on free plans can use Composer for AI-powered support, but free plans do not include live chat with a human support specialist.

During the first 60 days after creating a free account, you can also submit an email support ticket.

After the first 60 days, free accounts are no longer eligible for email support. To access human support, upgrade to a paid plan. You can also find answers in the Help Center, Klaviyo Academy, and Klaviyo Community.

Klaviyo support hours

Local business hours

BFCM support hours

We offer additional email and live chat support hours on Thanksgiving and through Cyber Monday for all customers on paid plans:

How to contact support in Klaviyo

Chat support in Composer

The new Support modal lets you choose how you want to contact support.

1. Log into your Klaviyo account.
2. Select Support in Klaviyo. Depending on your layout, Support may appear in the side navigation or header menu.
3. If the Support is moving to Composer modal opens, select Get support in Composer.
4. Enter your support question in Composer. Composer will try to answer your question. If live chat is available and additional help is needed, Composer may offer the option to chat with a human.
5. If offered, select Chat now with a human to connect with a support specialist.

Chat support in the existing Support experience

During the rollout, selecting Support may still open the existing Support experience.

1. Log into your Klaviyo account and select Support.
2. Review the common questions, or select Chat support.
3. Enter your question in the chat.

The virtual assistant will suggest relevant resources. If it cannot answer your question and your plan includes chat support, you may be added to the live chat queue.

If you already started a conversation in the existing Support experience, continue it there.

Email support

1. Log into your Klaviyo account and select Support.
2. If the Support is moving to Composer modal opens, select Submit an email ticket. If the existing Support experience opens, select Email support.
3. Select the Category that matches your issue, if it is not already selected. Choose a Subcategory if prompted.
4. Review the recommended articles. If you still need help, select No, submit a request to open the request form.
5. Enter a Subject and describe your issue under What do you need help with? Review the Priority, add any supporting files or additional recipients, and review the remote access options if they appear.
6. Select Submit. When submission succeeds, Your request was submitted appears.

A support specialist will follow up by email using the email addresses shown or entered in the form.

You can also go to klaviyo.com/support to view available support options.

Account access or invoice questions

If you are locked out of your Klaviyo account or have an invoice inquiry, submit a ticket through the account access request form.

The Community

Use the Klaviyo Community to ask questions, learn from other Klaviyo users, and share marketing best practices.

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.

Frequently asked questions

Is klaviyo.com/support going away?

No. You can still use klaviyo.com/support to view support options and submit an email support ticket if your account is eligible.

Is Composer replacing email support?

No. Composer is the new in-app chat support experience. Email support remains available through klaviyo.com/support for eligible customers.

Will contacting Support use my Composer Credits?

No. Contacting Klaviyo Support in Composer does not use Composer Credits.

Why does Support look different in my account?

Support is moving to Composer. During the rollout, some accounts will see the new Support modal while others will see the existing Support experience. Use the support options shown in your account, and continue existing conversations where you started them.

What happens when I select Get support in Composer?

The Support modal closes and Composer opens a new conversation for your support question.

What if I already started a chat in the standalone Support experience?

Continue that chat where you started it. Start new chat support questions in Composer once it is available in your account.

How do I reach a human support specialist?

Ask your question in Composer or the existing Support experience. If your issue requires additional help and your plan is eligible for chat support, you may be connected with a support specialist.

What support is available on a free plan?

Free plans do not include live chat with a human support specialist. Composer remains available for AI-powered help.

If your free account was created within the past 60 days, you can submit an email support ticket.

After the first 60 days, free accounts are not eligible for email or human live chat support. You can upgrade to a paid plan to access human support or use the Help Center for self-service assistance.

What if I can't access chat?

Some ad-blocking software or browser add-ons may prevent chat options from appearing. Try disabling any ad blockers or browser add-ons, then refresh Klaviyo.

If the problem persists and your account is eligible for email support, go to klaviyo.com/support to submit an email support ticket.

Unable to log into your Klaviyo account?

If you have been locked out or are unable to log into your Klaviyo account, submit a ticket through our account access request form. From there, a member of our support team will assist in retrieving your access.

Additional resources

• Getting started with Klaviyo
• The Klaviyo Academy

Additional resources