Troubleshooting Klaviyo in Wix

You will learn

Learn how to solve the most common issues with Klaviyo in Wix by following the relevant scenario below. If your issue is not on this list, reach out to our Support team from the app.

Before you begin

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

Table of contents

• My sign-up form does not appear on my site
• I see Connect your Klaviyo account
• I see an error when I create my account
• I see We couldn't use that business address
• I am asked to finish setup at klaviyo.com
• The app does not open inside Wix
• Something I just created is not on my dashboard
• My dashboard numbers look wrong or out of date
• My existing contacts did not get the welcome email
• I cannot turn on another automated message
• I cannot edit an automated message
• I cannot edit my campaign
• I cannot create anything with Composer

Troubleshooting scenarios

My sign-up form does not appear on my site

Klaviyo sign-up forms need a published Wix site. Check your site first, then the form's publishing status. To connect a domain, see the article Assigning a Domain to a Site in Your Wix Account.

1. Make sure your Wix site is published.
2. In the Ways I'm collecting subscribers table, confirm the form's status is Live (not Draft). 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. If a form is already live, your changes publish when you save.
   3. Click Set Live.

The free Klaviyo 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 your site in a private or incognito window. If you already dismissed or submitted the form, it does not show again for you.

I see: Connect your Klaviyo account

The app shows this screen when your site has a Klaviyo integration that is not connected, for example after you reinstall the app.

1. Click Connect Klaviyo. Klaviyo opens in a new tab.
2. Log in to Klaviyo in the new tab and allow access.
3. Return to the app tab to see your Klaviyo results.

I see an error when I create my account

An error interrupted setup. Your account can exist even if setup did not finish. Find your message below.

• We couldn't check your site's contacts. Please try creating your account again. Click Create account again.
• We couldn't complete the checks needed to create your account. Please try again later. Wait a few minutes, then click Create account again.
• This page timed out. Open this app again from the Wix dashboard before creating an account. Close the app and reopen it from your Wix dashboard. Then click Create account.
• We couldn't confirm that Wix setup finished. Contact Klaviyo support before starting again. Contact Support. Do not click Create account again.

If the message shows an error code and a reference, give both to Support.

If the app says your email already has a Klaviyo account, click Log in to Klaviyo and use the email address shown to connect Wix. 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 you can safely try again.

I am asked to finish setup at klaviyo.com

Automatic setup inside Wix is available to the site owner with a verified email. If you are a contributor, or setup is not available for your site, you see Log in to Klaviyo or Go to Klaviyo. Either button completes signup at klaviyo.com. Your account still connects to your site. You lose nothing when you finish there. If you believe you are the site owner, verify your email address with Wix and try again.

The app does not open inside Wix

The app opens inside Wix for new installs on sites with 100 or fewer contacts. If your site already has a Klaviyo connection, or has more contacts, the app sends you to klaviyo.com instead.

Click the button or link on the screen to continue at klaviyo.com.

Something I just created is not on my dashboard

A new form, automation, or campaign does not appear while creation is in progress. Allow it to finish, then check the dashboard.

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

My dashboard numbers look wrong or out of date

Reports do not update immediately. A campaign sent moments ago does not show results yet. Wait a few minutes, then refresh the page. For a brand-new site, zeros and empty charts are expected until your first orders and sign-ups happen.

My existing contacts did not get the welcome email

Contacts from your Wix history are added to Klaviyo, and they do not trigger the welcome flow. Your whole back catalog of contacts does not suddenly receive a welcome email. The welcome flow starts when a new subscriber joins its Email List, including through your sign-up form. Make sure the welcome flow is live.

I cannot 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 Automations, 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 cannot edit an automated message

Some automations created outside the app must be edited 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 cannot edit my campaign

Only draft campaigns can be edited in the app. If you see Edit in Klaviyo, select it to manage the campaign at klaviyo.com. Campaigns created outside the app can require this option.

To change a scheduled campaign, open it at klaviyo.com.

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

I cannot create anything with Composer

Composer builds your automations and campaigns. It needs available credits.

• If Composer says you are out of credits, or the dashboard shows Monthly AI credit limit reached — Composer paused, you cannot create or change items until your monthly allowance resets. To continue now, upgrade. See Understanding free plan limits and upgrading.
• If you see Composer isn't available right now, wait a few minutes and try again. If the message stays, contact Support.

Additional resources