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

For full setup instructions, see Getting started with Klaviyo Starter in Shopify. If setup is interrupted, use the relevant troubleshooting scenario below.

Table of contents

• My sign-up form isn't showing on my store
• The app hasn't detected my app embed
• I see Something went wrong while setting up your account
• I see We couldn't use that business address
• I'm asked to finish setup at klaviyo.com
• 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• My dashboard numbers look wrong or out of date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 can't edit an automated message
• I can't edit my campaign

Troubleshooting scenarios

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

A disabled Klaviyo app embed prevents forms and on-site tracking from working on your store. Check the embed first, then the form’s publishing status and display conditions.

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. To publish a draft form:

1. Open the form from the table.
2. If you have pending edits, click Save, then reopen the form from the dashboard. Saving changes to an already live form publishes those changes.
3. Click Set Live.

The free plan allows 1 live sign-up form. If another form is already live, choose Set this form live instead when prompted to make this form live and set the other form to Draft, or upgrade to keep more than 1 form live.

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.

The app hasn't detected my app embed

Shopify can take a moment to register theme changes after you click Save. During setup, the app checks briefly after you return from the theme editor. If it cannot confirm the embed, setup continues, but forms and on-site tracking still require the embed to be enabled.

1. Confirm you turned on Klaviyo Onsite Javascript and clicked Save in the theme editor.
2. Return to the app and check Settings > Store connection. If the app embed status has not updated, refresh the page.
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

An error interrupted setup. Klaviyo retries temporary errors automatically before showing this message. Your account may already have been created even if setup did not finish.

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

If the app says your email already has a Klaviyo account, click Log in to Klaviyo and use the email address shown to finish connecting Shopify. If you do not have a password, use Reset your password.

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 your Company name, street address, city, and country.
2. Click Create account again. Nothing was created by the failed attempt, so retrying is safe.

I'm asked to finish setup at klaviyo.com

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 may not appear while creation is still in progress. Allow it to finish, then check the dashboard.

1. Refresh the page.
2. If it's still missing, check whether the save succeeded and look for an error message in the editor or on the dashboard.

My dashboard numbers look wrong or out of date

Reports do not update immediately. A campaign sent moments ago won't show results yet. Wait a few minutes, then refresh the page. 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

Customers from your Shopify history are added without triggering the welcome flow, so your whole back catalog of customers doesn't suddenly receive a welcome email. The welcome flow is triggered when a new subscriber joins its Email List, including through your sign-up form. Make sure the welcome flow is live.

I can't turn on another automated message

The free plan allows 3 live automations at once, counting automations created at klaviyo.com too. At the limit, Set Live and Enable are unavailable. In Automated messages, open the row menu for a live automation you no longer need, select Disable, and confirm. You can then enable another automation, or upgrade for more live automations. Nothing you built is deleted when you hit the limit.

I can't edit an automated message

Automations created outside Klaviyo Starter can require editing at klaviyo.com. If you see an Edit in Klaviyo prompt, select Edit in Klaviyo and open the automation there. This does not turn off the automation. If the app cannot load the automation’s email, you can also 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. If you see Edit in Klaviyo, select it to manage the campaign at klaviyo.com. Campaigns created outside Klaviyo Starter can require this option.

To edit a scheduled campaign, first cancel its scheduled send by returning it to draft:

1. In the Messages table, open the campaign’s row menu and select Revert to draft.
2. Click Revert to draft to confirm. Once its status is Draft, open the campaign, make your changes, and schedule it again.

You cannot revert a campaign once it has begun preparing to send.

Sent campaigns cannot be edited. To reuse a campaign created in Klaviyo Starter, open its row menu and select Clone to create a draft copy. If Edit in Klaviyo appears instead, manage the campaign at klaviyo.com.

Additional resources

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