Troubleshooting Klaviyo Starter in Shopify

You will learn

Learn how to solve the most common issues with Klaviyo Starter in Shopify by following the relevant scenario below. If your issue isn't on this list, reach out to our Support team from the app.

Before you begin

If you haven't finished setting up yet, follow Getting started with Klaviyo in Shopify for step-by-step instructions rather than continuing here.

Table of contents

• My sign-up form isn't showing on my store
• I see We couldn't confirm the app embed is enabled yet
• I see Something went wrong while setting up your account
• I see We couldn't use that business address
• I clicked Start setup but was sent to klaviyo.com instead
• Something I just created isn't on my dashboard
• My dashboard numbers look wrong or out of date
• My existing customers didn't get the welcome email
• I can't turn on another automated message
• I renamed an automation and now I can't edit it
• I can't edit my campaign

Troubleshooting scenarios

My sign-up form isn't showing on my store

This is almost always the Klaviyo app embed being disabled in your theme. Forms and on-site tracking only work while the embed is on.

1. Check your dashboard for an App embed is not enabled warning, or go to Settings and check the app embed status under Store connection.
2. Click Open theme editor, turn on Klaviyo Onsite Javascript, and click Save.
3. Return to the app; the warning clears once the embed is detected.

If the embed is on, confirm the form's status is Live (not Draft) in the Ways I'm collecting subscribers table, and remember that saved edits publish live but the Set Live toggle alone doesn't save pending edits. Also try viewing your store in a private/incognito window: if you already dismissed or submitted the form, it may not show again for you.

I see: We couldn't confirm the app embed is enabled yet

Shopify can take a moment to register theme changes after you click Save, and the app only waits a few seconds before showing this message.

1. Confirm you turned on Klaviyo Onsite Javascript and clicked Save in the theme editor.
2. Return to the app and click Try again.
3. If it persists, make sure you edited your store's currently published theme, not an unpublished one.

I see: Something went wrong while setting up your account

A temporary error interrupted setup. Klaviyo already retried automatically before showing this message. Nothing was created, so it's safe to try again.

1. Click Start setup again.
2. If it keeps failing, wait a few minutes and retry, then contact Support if it still fails.

I see: We couldn't use that business address

Klaviyo needs a valid business address for your email footers. The address form reopens so you can correct it.

1. Fill in at least a street address, city, and country.
2. Click Start setup again. Nothing was created by the failed attempt, so retrying is safe.

I clicked Start setup but was sent to klaviyo.com instead

Automatic setup inside Shopify is available to the store owner with a verified email. If you're a staff member or collaborator, or setup isn't available for your store, you'll see Get Started in Klaviyo, which completes signup at klaviyo.com with your store details prefilled. Your account still connects to your store; you're not losing anything by finishing there. If you believe you're the store owner, verify your email address with Shopify and try again.

Something I just created isn't on my dashboard

A new form, automation, or campaign normally appears immediately, but can occasionally take up to a minute.

1. Refresh the page.
2. If it's still missing, check whether the save actually succeeded; a failed save shows an error message in the editor.

My dashboard numbers look wrong or out of date

Report numbers can be up to about 10 minutes old. A campaign sent moments ago won't show results yet. For a brand-new store, zeros and empty charts are expected until your first orders and sign-ups happen.

My existing customers didn't get the welcome email

This is by design. Customers from your Shopify history are added without triggering automations, so your whole back catalog of customers doesn't suddenly receive a welcome email. Only new sign-ups through your form trigger the welcome flow.

I can't turn on another automated message

You'll see: Cannot enable more than 3 active flows. Upgrade required. The free plan allows 3 live automations at once, counting automations created at klaviyo.com too. Turn off one you're not using, or upgrade. Nothing you built is deleted when you hit the limit.

I renamed an automation and now I can't edit it

The app identifies most automations by their exact name (for example Abandoned Checkout Flow). Renaming one at klaviyo.com makes it unrecognizable to the app; it keeps running, but the app can't open it for editing. Rename it back to the original name, or manage it from klaviyo.com.

I can't edit my campaign

Only draft campaigns built with the drag-and-drop email editor can be edited in the app. Sent and scheduled campaigns can't be edited; Clone the campaign instead to create an editable draft copy.

Additional resources

• Getting started with Klaviyo in Shopify: full setup walkthrough.
• Understanding your dashboard and analytics: what each number means and when it updates.