Troubleshooting sign-up forms

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Learn troubleshooting tips for when a sign-up form in your Klaviyo account is not working as expected by reviewing common issues and solutions to these issues.

How to test your forms

When testing forms, use a unique email address (one that you haven’t used for this form before) for best results. To create a unique email address without creating a new account, you can create an alias for an existing Gmail address by adding a + to the end of your username, followed by a word of your choice.

For example, if your email address is your.name@gmail.com, you can use the alias your.name+test@gmail.com when filling out the form. Any messages (including your welcome email and opt-in confirmation message) will be sent to your inbox, but Klaviyo will treat it as a new profile.

Troubleshooting Klaviyo forms

Please note that sign-up forms will not render for browsers using Internet Explorer. Legacy sign-up forms will continue to render for those using any type of web browser.

When using Klaviyo's sign-up form editor, you may need to follow different troubleshooting steps when your forms aren’t working as expected. Below are common issues that can arise when using the sign-up form editor.

Form is not appearing on site

If your form is published in Klaviyo but not displaying:

  • Verify that you have the onsite code snippet (also known "Active on Site" tracking or Klaviyo.js)  enabled on your site.
  • If you're using an embedded form, verify that you have the embed code installed on your site.
  • Verify that your form is live.
  • Review the Targeting & Behaviors section of the Sign-up form editor: 
    • Check the Targeting section to ensure that the form is configured to display on the URL that you are viewing.
    • Check the Display Timing section to ensure the display timing settings are not too restrictive. If two or more loading delay options are selected, note that all criteria must be met in order for the form to appear. This means that if "Show when the visitor is exiting the page" and "Show after scrolling 60% of the page" are both selected, a visitor must scroll through 60% of the page and show exit intent in order for the form to appear. 
  • Make sure you’re not using Internet Explorer. As mentioned above, new sign-up forms won’t appear on Internet Explorer.
  • Re-run the test in incognito/private browsing mode in a new window. It may be that you have already closed the popup, which is why it isn't displaying again. We cookie browsers for 1 year, so once someone closes a popup, they won’t see the same popup again for another year (unless they clear their cookies).
  • If you are using an embedded form, confirm the form’s embed code has been added exactly as it appears in the installation modal, and that it is pasted correctly within your site’s code.
  • Confirm that only 1 Klaviyo account is integrated with your site. If you have multiple Klaviyo accounts for 1 store, uncheck the option to Automatically add Klaviyo onsite javascript in all but 1 account. If you’ve manually installed Klaviyo’s .js, make sure you’ve only installed the snippet from one 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 a visitor hasn’t consented, and would otherwise have been included per the targeting requirements, they will not see the form because they will not be identified. Targeting for these visitors will apply as follows:

    • Overall, if the visitor hasn’t consented and would otherwise have been included per the targeting requirements, they will not see the form because they will not be identified.
    • 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 select “Target visitors in a list or segment”, the visitor will not see the form (even if they are otherwise in the list or segment) because they will not be identified. If you select “Show to all visitors” the visitor will see it. 
    • 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.

Form won't successfully submit

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.
  • Verify that the button is a Submit button, not a Close button.
  • 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.

Form looks different than the editor 

Klaviyo forms should render on your website as they have been designed in Klaviyo. If this isn’t the case, then your site’s CSS is overriding the styling of the form. 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.

Form is not adding people to list

If people are filling out your form but not being added to your list: 

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). It could also reflect duplicate entries. If a subscriber fills out a form repeatedly, each entry will count as one “submission” in your form analytics, but they will only appear in your list 1 time. Finally, 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.

Unable to detect installation

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.

Additional resources

 

 

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