Klaviyo Support: Options Available for Users and Response Time
If you’re running email or SMS on Klaviyo, you already know it’s one of the most powerful tools in your stack. But when something breaks, like flows stall, deliverability dips, or your login won’t work, you need instant help from an expert.
Klaviyo’s support options aren’t always easy to navigate. The help you get (and how quickly you get it) depends heavily on whether you’re on a free plan, which channels you use, and how well you know the system.
This guide breaks down everything:
- The type of support you get on each plan.
- How and when to use email, chat, and community resources.
- Tips to get faster replies.
- How to avoid support tickets in the first place.
Self-service Klaviyo help: Community and academy
Microsoft's State of Global Customer Service Report reveals that 90% of customers favor self-service options. Most customers prefer to track orders, process returns, manage subscriptions, and contact support without having to call or chat with someone first.
Klaviyo offers a variety of self-service resources designed to help ecommerce businesses and email marketers get the most out of their platform. These resources help users optimize email marketing campaigns, understand SMS marketing integration, and troubleshoot issues effectively.
Klaviyo Help Center
The Klaviyo Help Center is your first stop for solving problems. With a wide range of articles, FAQs, and tutorials, it covers everything from account setup to advanced marketing automation strategies. The content is designed to assist with deliverability, integrations, troubleshooting, and maximizing your email marketing efforts.
Some common use cases of the Klaviyo Help Center are:
- Getting started: Learn how to set up your ecommerce store with Klaviyo integrations like Shopify, Magento, and WooCommerce.
- Troubleshooting: Common issues such as login problems, account access issues, and support tickets can be resolved by following step-by-step troubleshooting guides. This also includes how to contact Klaviyo customer support if further help is needed.
- Email campaigns: Get in-depth tutorials on creating and optimizing email campaigns and segments, ensuring your messages are reaching the right audiences at the right time.
Klaviyo Academy
For a more structured approach to learning, Klaviyo Academy offers on-demand tutorials, live training, and certification programs.
From email marketing and SMS marketing to generic marketing strategies, the Academy provides comprehensive resources to help you grow and optimize your campaigns. It covers ecommerce tactics, CRM integrations, and even advanced automation techniques.
Some key features of the Klaviyo Academy are:
- Live training: Attend webinars hosted by Klaviyo experts who guide you through complex topics in real-time. You can even ask questions and get feedback directly from the instructors.
- On-demand courses: Dive into topics such as email deliverability, segments, omnichannel marketing, and more at your own pace. These courses are especially helpful for users looking to implement advanced marketing tools and integrate with API solutions.
- Certificates: After completing courses, you can earn certificates that validate your skills and understanding of Klaviyo integrations and email campaigns.
Klaviyo Community
The Klaviyo Community is a dynamic space for users to connect, learn from each other, and share experiences. It’s an invaluable resource for gaining insights on how to use Klaviyo’s marketing automation tools more effectively. In the Community, you’ll find discussions on troubleshooting, tips for optimizing your ecommerce store, and the latest best practices for email marketing.
Some benefits of the types of support you receive through the Klaviyo Community are:
- Peer support: Post questions, share insights, or browse through existing discussions to get help with common issues like Klaviyo chat support or navigating the platform's marketing campaigns.
- Knowledge sharing: Learn from Klaviyo customer experiences, gather tips from Klaviyo Champions, and explore detailed case studies that demonstrate how others have successfully scaled their business with Klaviyo’s marketing tools.
- Strategic discussions: Discuss SMS marketing strategies, customer profiles, and segmentation with fellow marketers to drive sales.
Email support
Klaviyo offers email support for all users but with certain limitations based on the plan you are subscribed to. If you're experiencing an issue that requires assistance, email support is one of the most effective methods to make sure your problem is addressed thoroughly.
Here is a step-by-step guide on how you can contact Klaviyo’s email support:
- Log into your Klaviyo account: First, log into your Klaviyo account. You’ll need to be signed in to access the support options.
- Navigate to support: Once logged in, locate the Support option in the top right of the app. Alternatively, you can visit the Klaviyo support page at klaviyo.com/support.
- Select email support: From the available options, select Email Support. This will direct you to a form where you can describe your issue.
- Fill out the form: Complete the form with all the details. Klaviyo requires information such as:
- Account ID
- Description of the issue (including dates, error messages, etc.)
- Steps you've already tried to resolve the issue
- Urgency of the issue, if applicable (critical issues should be flagged for faster handling).
- Confirmation email: After submitting the form, you’ll receive a confirmation email from Klaviyo. This will indicate that your ticket has been created, and you should expect a response soon.
Contacting Klaviyo support via email directly
If you need to escalate an issue or prefer direct communication, you can use the following email addresses:
- Report a security incident: security@klaviyo.com
- Report abuse: abuse@klaviyo.com
- Report phishing: reportphishing@klaviyo.com
- Partners: partners@klaviyo.com
- Press inquiries: press@klaviyo.com
Use the appropriate contact email based on the nature of your inquiry. While support for free users is limited to 60 days, paid users have access to 24/7 support via email.
To streamline communication with Klaviyo support, it’s important to provide them with as much information as possible upfront. Below is a template you can use when contacting Klaviyo support via email:
Klaviyo support response time and SLA
Klaviyo’s response time varies depending on your plan:
- Free plans: Support is available via email for up to 60 days. After this period, you’ll need to rely on community resources or their Help Center.
- Paid plans: You have 24/7 email support. Expect an initial response within 1-2 hours for enterprise and professional plans, with a resolution typically following shortly after that. Standard users may experience a response time of 4-48 hours.
If your issue is urgent, don’t hesitate to mark it as a priority or use the urgency flag on the ticket form to expedite processing.
Live chat support
Klaviyo offers live chat support for customers on paid plans, which is a fast and effective way to get help. Here's how you can access it:
- Log in to your Klaviyo account: Make sure you are logged into your account to access the support features.
- Navigate to the support section: On the upper-right corner of your Klaviyo dashboard, click on “Support”.
- Access virtual assistant (Kira): After clicking on Support, you’ll first encounter Kira, the Virtual Product Expert. You can type your question in the chat box that appears.
- Kira’s assistance: Kira will attempt to direct you to relevant resources or solutions. If Kira cannot resolve your issue, you’ll be escalated to the live chat queue with a human support agent.
- Escalation: Once you’re in the queue, a Klaviyo support agent will take over to assist you.
Support hours for live chat
- For paid plans:
- Live chat availability: 24/5 (Monday to Friday)
- Weekend support: Limited hours based on the plan.
- For free plans: Live chat is not available. You can only access the virtual assistant (Kira), along with other resources such as the Help Center, Academy, and Klaviyo Community.
Troubleshooting chat access issues
If you’re having trouble accessing live chat, here are some things to check:
- Ad-blockers or browser add-ons: Certain ad-blocking software or browser extensions may prevent the chat option from appearing. Try disabling these tools.
- Other issues: If the chat still doesn’t appear, reach out to Klaviyo support through email support to resolve any issues.
Phone support
Klaviyo does not explicitly offer support over the phone, making live chat the best option for real-time support requests.
Support ticket when locked out
If you're locked out of your Klaviyo account or experiencing an account access issue, follow these steps to submit a high-priority support ticket using the account access request form. This process allows you to bypass the login screen, guaranteeing that your request will be handled by the Klaviyo support team swiftly.
Here are the steps to submit a Klaviyo support ticket:
- Navigate to the account access request form: Navigate to the account access request form page on Klaviyo’s support site. This form is specifically for users who are locked out or have issues with logging in.
- Fill out the required fields: You will need to provide the following details in the form to ensure your request is processed without delays:
- Issue: Choose the issue type from the dropdown menu (e.g., Account Access).
- Name: Enter your full name for identification.
- Account name: Provide the name of the account you are trying to access.
- Klaviyo account email address: Enter the email address linked to your Klaviyo account.
- Additional recipients (Optional): You can add additional emails of colleagues who should be notified (if applicable).
- Website URL: Include the URL of the website associated with your Klaviyo account.
- What do you need help with: Describe the issue you’re facing. Be specific about being locked out and provide any error messages or details about the situation.
- Submit the form: After filling in the necessary information, click ‘Submit’. A member of Klaviyo's support team will follow up with you to help retrieve your account access.
What to include when describing your issue
In the "What do you need help with?" section, it’s crucial to provide as much detail as possible to ensure a quick resolution. Here are some key points to include:
- Describe the exact issue: For example, are you seeing an error message like “Invalid credentials,” or is it a different issue, like a two-factor authentication failure?
- Timing of the issue: Mention the exact time or date when you first experienced the lockout or login problem.
- Steps you have taken to resolve the issue: Mention the steps you've already taken, such as resetting your password, clearing cookies, or other troubleshooting steps, mention them here.
- Additional information: Add any specific error codes or messages you’ve encountered in your description. This helps the support team pinpoint the issue more quickly.
Read more about resolving login issues on Klaviyo.
Weekend coverage
Klaviyo offers different levels of weekend support based on the plan you're subscribed to. While businesses on all paid plans get email support 24/7, live chat support is only offered to businesses on the professional and enterprise plans. Professional plans only receive support during business hours.
Pro tips for quick resolution with Klaviyo support
When you need to contact Klaviyo support, these best practices can help you with a faster and smoother resolution:
- Be clear and concise: When contacting Klaviyo support, provide a clear and concise problem statement. Include key details such as error messages, steps you've already taken, and specific issues. Attach screenshots to illustrate the problem and keep track of your ticket ID for easier follow-ups.
- Polite follow-ups: If you haven’t received a response within the expected time frame, don’t hesitate to send a polite follow-up. A gentle nudge can help keep your request on their radar.
- Leverage the Klaviyo community and social channels: For visibility and additional insights, browse the Klaviyo community or post on social media and tag them. Often, fellow users or Klaviyo’s social team can provide valuable tips or quick solutions.
- Optimize for fewer support tickets: A common reason to reach out to support is to fix customer data. Customer identity resolution tools like Tie can help clean up your data and enhance segmentation, reducing data-related issues that often lead to support inquiries. With smarter identification and enriched visitor profiles, you can focus on high-impact strategies without getting bogged down in troubleshooting.
FAQs on Klaviyo support
What’s the fastest way to contact Klaviyo support?
The fastest way to contact Klaviyo support is via live chat for paid users, available during weekdays (24/5). If you’re on a free plan or unable to use live chat, submit a support ticket through the Help Center for a quick resolution.
Does the free plan get live chat support?
No, the free plan does not have access to live chat support. Free users only have access to email support during the first 60 days, along with a virtual assistant (Kira) for immediate inquiries.
What are the expected response times for support?
- Email support: For paid accounts, Klaviyo offers 24/7 email support with response times typically ranging from a few hours to 1-2 days based on issue complexity.
- Live chat support: Available weekdays (24/5) with responses usually within minutes.
Is Klaviyo support available on weekends?
Klaviyo provides varying levels of weekend support based on the plan you're subscribed to:
- Email support: Available 24/7 for all paid plans, but only for the first 60 days for users on the free plan.
- Live chat support:
- Enterprise: Available 24/7, including weekends.
- Professional: Available during local business hours on weekends.
- Standard: No weekend coverage.
- Free: Only virtual assistant support is available on weekends.
What should I do if I can’t log into my Klaviyo account?
If you can’t log in, submit a support ticket through the account access request form on the Klaviyo support page. This does not require logging in. Include all relevant details, such as your account name, email, and any error messages you’ve received.
