Why is my account suspended or disabled?
You will learn
Learn reasons why your Klaviyo account may be disabled or temporarily suspended.
When accounts are either disabled or suspended, flows are automatically set to manual mode and segments don't get updated. When your account is re-enabled, Klaviyo restores the flow actions it disabled to live.
Disabled: your account has been flagged for review
Your account may be temporarily disabled after being flagged by our verification and compliance team. This typically occurs when a new account attempts to send to an uploaded list of contacts for the first time.
You should receive feedback from our team within 1 business day. For more information about the account review process, please read Understand the account verification check.
Suspended: a payment couldn't be processed
A Klaviyo account with a paid subscription can be suspended if a payment fails. If your account notice says a payment could not be processed, check your payment method and billing information, and update your credit card information in your account's billing settings if needed. If you have custom billing, contact your account manager about unpaid invoices.
Your account is automatically re-enabled once all outstanding invoices are paid successfully. After updating your card, allow up to 1 hour for a payment retry before checking your account status.
After resolving the payment issue, review your billing preferences. Failed payments turn off automatic upgrades and flexible sending. Turn these settings back on if you want to keep using them.
Other: you have reached your paid plan’s sending limit
Reaching your paid plan’s email sending limit does not suspend your account. SMS sending uses a separate mobile messaging allowance.
To send more emails in the same billing cycle, you can upgrade your plan or use flexible sending if it is available for your account. If you have automatic upgrades or flexible sending enabled, Klaviyo adds capacity according to that setting. You can also wait until your next billing cycle to send more. Learn more about billing options and sending limits.
If you are unsure why sending has stopped or which billing option to choose, contact Klaviyo support.
Additional resources
- Understanding the account verification check
Learn about Klaviyo's account verification check, which occurs for new accounts to prevent suspicious sending behavior or misuse of the Klaviyo platform.
- How to update your credit card information
Learn how to update the credit card information associated with your account. Note that Klaviyo does not support multiple credit cards in a single account.
- How Klaviyo billing works
Learn how Klaviyo bills customers for Profiles and Emails, Mobile Messaging, Reviews, Advanced Klaviyo Data Platform (formerly “CDP”), Marketing Analytics, Customer Hub, Helpdesk, and Customer Agent.