Troubleshooting sign-up forms

If your form is published in Klaviyo but not displaying:

• Verify that your form is published. On the Sign-up forms page, check the Status column. Live means the form is published. Editing means a published form has unpublished changes.
  • As mentioned above, Klaviyo sign-up forms won't appear on Internet Explorer.
• Verify that you have followed all directions to install and enable the Klaviyo.js onsite code snippet for your integration. For Shopify, make sure Klaviyo’s app embed is enabled.
• If you're using an embedded form, verify that you have the correct embed code installed within your site's code exactly as it appears in the installation modal.
• Review the Targeting & display behavior section in the sign-up form editor:
  • Under Targeting, make sure the form is configured to display on the URL you are viewing and that you meet its audience requirements. Using a new email address does not reset your browser’s visitor identity.
  • For popup, flyout, or full page forms, under Display > Timing, review the settings for Based on rules. If Only display if all selected conditions are met is on, every selected timing condition must be met. For example, a visitor must both scroll through 60% of the page and show exit intent if those are your selected rules. If the toggle is off, meeting any selected timing condition is enough; the form’s other targeting requirements still apply.
• Re-run the test in a new incognito/private browsing session. You may have already closed or submitted the popup. Under Display > Frequency, check If visitor closes form, show again after and Don’t show again if form was submitted or if go to URL button was clicked. Private browsing also treats you as an unidentified visitor, so forms targeting existing profiles or members of a list or segment may not appear.
• Confirm that only 1 Klaviyo account supplies the onsite code for your store. If your integration offers Automatically add Klaviyo onsite JavaScript, turn it off in any additional accounts. For Shopify, check the account connected through Klaviyo’s app embed. If you’ve manually installed Klaviyo.js, make sure you’ve only installed the snippet from the intended account.
• For Shopify stores: Based on your Customer Privacy settings in Shopify, Klaviyo may not track onsite events (and thus, not apply certain types of form targeting) for visitors to your Shopify store in the EU, EEA, UK and Switzerland, unless they have provided consent.
• If your Shopify privacy settings prevent Klaviyo from identifying a visitor, the effect on form display depends on the audience settings:
• • If you select “Don’t show to existing Klaviyo profiles,” the visitor will still see the form because they won’t be identified as an existing profile.
  • If you use Show to specific profiles in a list or segment to include selected lists or segments, an unidentified visitor will not qualify, even if they belong to one of them. If you only exclude lists or segments, an unidentified visitor can still qualify. Show to all audience members also allows unidentified visitors. Other display and targeting requirements still apply.
  • If you select Show to any existing profile, Show to email only subscribers, or Show to text messaging only subscribers, an unidentified visitor will not see the form because Klaviyo cannot recognize their profile or subscription status.
  • Certain custom triggers based on cookie information and user properties will not trigger due to a lack of identification.
  • Targeting by location is not affected.
  • Targeting to show on device type (desktop, mobile) is not affected.

If your form is not submitting when you click the Submit button:

• Verify that the list the form is connected to has not been deleted.
• For a button that submits the form’s fields, click the button in the editor preview and set Action to Submit form. Close form closes the form without submitting those fields.
• For a tap-to-text SMS button, Action should be Subscribe via SMS. Test it on a mobile device and send the prefilled text message. Complete any opt-in confirmation you receive.
• For an email sign-up, check your inbox for a confirmation email. If your list is set to double opt-in, you will not be added to it until you confirm your subscription.

Klaviyo sign-up forms should render on your website as they have been designed in the Klaviyo form editor. If your form looks different, your site’s CSS may be overriding its styling. To check for a CSS conflict:

• Look for !important tags in your CSS and remove these if possible.
• Your developer can also use your browser’s developer tools to inspect the site’s code and identify the problem CSS. If you are still having trouble, find help here.

Klaviyo forms that collect email, SMS consent, or offer coupons have bot protections in place by default. Visitors may be prompted to solve a CAPTCHA, and suspicious submissions can be blocked before they are added to your list.

If people are filling out your form, but you do not see them being added to the list your form is connected to:

• Click on the button in the form editor preview and make sure that you’ve selected a List to Submit.
• Check your list’s opt-in settings. If the list is set to double opt-in (recommended), then the missing subscribers likely did not complete the confirmation step.

If the number of form submissions doesn’t match the number of people in your list:

• Subscribers might not have completed the confirmation step (if your list is set to double opt-in).
• Repeat submissions can also contribute to this difference. A person who submits the form on separate visits will still appear in the list only once. Form analytics count at most 1 submission each time the form is opened.
• It’s also possible that some submissions came from bots or list bombers. Klaviyo has list bombing protections in place to protect you from these cyber attacks.

You may receive the error message "Unable to detect that sign-up forms are successfully installed on your site. Please view the installation documentation." but have correctly added the installation snippet to your website (or are using a prebuilt integration that does this automatically). This may appear if you are using a tag management platform (eg. Google Tag Manager) or some other method to deliver the snippet to your website when the page loads.

This message will not prevent you from publishing a form so if the snippet is correctly installed on the website you should be fine to ignore it. If you are still having trouble with this, please contact us.

If JAWS, a screen reader for Microsoft Windows, does not detect your sign-up form, first check whether the form appears on the page. If it does not, follow the display troubleshooting steps above.

If the form appears but JAWS does not announce it or allow visitors to interact with it, contact Klaviyo Support. Include the page URL, the form name, your browser and JAWS versions, and the steps that reproduce the issue.