Testing & Troubleshooting Klaviyo

After connecting Klaviyo to OptiMail, use this guide to verify the integration is working correctly and troubleshoot any issues.

Verifying Your Integration

Check Connection Status

1. Go to Integrations in the left sidebar
2. Look for the Klaviyo card
3. Verify the status shows Connected with a green indicator
4. Note the "Last synced" timestamp - it should be recent

Verify Data is Flowing

1. Navigate to your Dashboard
2. Check that you see:
   • Your Klaviyo account under connected platforms
   • Campaign data in the campaigns list
   • Metrics updating in the deliverability overview

Send a Test Email

To verify tracking is working:

1. In Klaviyo, create and send a test campaign
2. Wait 5-10 minutes
3. Use the Sync button in OptiMail to refresh data
4. Check OptiMail for the new campaign
5. Verify the email statistics appear correctly

Understanding Klaviyo Data in OptiMail

Metric Definitions

Klaviyo Metric	OptiMail Display	Description
Recipients	Sent	Total emails sent
Delivered	Delivered	Successfully delivered to mailbox
Opens	Opens	Unique recipients who opened
Clicks	Clicks	Unique recipients who clicked
Bounced	Bounces	Failed delivery attempts
Spam Complaints	Spam Complaints	Recipients marked as spam
Unsubscribes	Unsubscribes	Opted out of emails

Common Issues & Solutions

Issue: No Campaigns Appearing

Possible causes:

• Initial sync is still in progress
• No campaigns have been sent from Klaviyo
• Authorization issue

Solutions:

1. Wait 15-30 minutes for the initial sync to complete
2. Click the Sync button to manually refresh data
3. Check your Klaviyo account actually has sent campaigns
4. Try disconnecting and reconnecting the integration

Issue: Metrics Not Updating

Possible causes:

• Data hasn't been synced yet
• Klaviyo API rate limits
• Temporary connection issue

Solutions:

1. Go to Integrations in the left sidebar
2. Click the Sync button on the Klaviyo card to manually trigger a data refresh
3. Wait a few minutes and check again
4. If the issue persists, try disconnecting and reconnecting

Issue: Metrics Not Matching Klaviyo

Possible causes:

• Different time zones
• Sync delay
• Different metric calculations

Solutions:

1. Verify both platforms use the same time zone
2. Click the Sync button for latest data
3. Compare metrics for the exact same time period
4. Note: Minor differences (1-2%) are normal due to rounding

Issue: "Reconnection Required" Message

Cause: Klaviyo OAuth tokens expire periodically

Solution:

1. Go to Integrations in the left sidebar
2. Click Reconnect on the Klaviyo card
3. Re-authorize access in Klaviyo
4. Verify the status returns to "Connected"

Issue: Integration Shows "Inactive" Status

Cause: The connection to Klaviyo was interrupted. This usually happens when:

• The OptiMail app was uninstalled from Klaviyo
• Access permissions were revoked in Klaviyo's connected apps
• OAuth token expired and couldn't be refreshed

Important: Your campaign data is preserved when an integration becomes inactive.

Solution:

1. Go to Integrations in the left sidebar
2. Click on the Klaviyo integration card
3. Click Reconnect
4. Re-authorize OptiMail in Klaviyo
5. Your historical data will be retained and syncing will resume

Issue: Sync Failing with Errors

How to diagnose:

1. Go to Integrations > Klaviyo
2. Click on the Sync History tab
3. Find failed sync entries (marked in red)
4. Click to expand and view error details

Common errors:

• Authentication error - Token expired, need to reconnect
• Rate limit exceeded - Too many API requests, wait and retry
• Permission denied - Required scopes missing, reconnect with proper permissions

Issue: Missing Recent Data

Possible causes:

• Data hasn't synced yet
• API rate limits reached
• Temporary API issues

Solutions:

1. Click the Sync button to trigger a refresh
2. Wait 15-30 minutes and check again
3. Contact support if issue persists

Viewing Sync Logs

OptiMail keeps detailed logs of all sync operations:

1. Go to Integrations > Klaviyo
2. Click the Sync History tab
3. View all sync attempts with:
   • Timestamp
   • Type (Manual or AutoSync)
   • Status (Success/Failed)
   • Duration
   • Campaigns processed

Click any log entry to see detailed information including error messages for failed syncs.

Advanced Troubleshooting

Check OAuth Access

Verify OptiMail's access to your Klaviyo account:

1. Log into Klaviyo
2. Go to Account > Settings > API Keys & Integrations
3. Find "OptiMail" in the connected apps list
4. Verify it shows as connected

Contact Support

If issues persist, contact our support team with:

• Your OptiMail account email
• Klaviyo account name
• Description of the issue
• Screenshots if helpful
• Any error messages you've seen

Best Practices

1. Regular Monitoring - Check your dashboard daily for any anomalies
2. Set Up Alerts - Configure alerts for deliverability drops
3. Review Recommendations - Act on AI-powered suggestions promptly
4. Keep Lists Clean - Regular list hygiene improves deliverability
5. Manual Sync - Use the Sync button after sending important campaigns for immediate data refresh

Klaviyo Deliverability Tips

1. Maintain List Hygiene

   • Regularly clean bounced emails
   • Remove unengaged subscribers
   • Use double opt-in for new subscribers

2. Monitor Engagement

   • Track open and click rates
   • Segment by engagement level
   • Re-engage or sunset inactive subscribers

3. Optimize Send Times

   • Use Klaviyo's Smart Send Time
   • A/B test subject lines
   • Monitor engagement patterns

Related Articles

• Klaviyo Installation Guide
• Understanding Deliverability Metrics
• Troubleshooting FAQ