A shopper is missing in Klaviyo, is not subscribed when you expected it, or a flow does not start? Start in bluebarry: the Profiles page tells you whether the profile was sent and why it failed, and the Klaviyo settings decide who gets subscribed.
Check the profile first
- Go to Audience → Profiles and search for the shopper's email.
- Hover the icon in the Synced column. It shows Synced, Not synced or Failed for Klaviyo.
- If it failed, open the profile. The red box shows Klaviyo's reason. Fix it and click Retry.
- To find every rejected profile at once, turn on the Sync failed filter.
Check the Klaviyo settings
- Go to Store data → Integrations and find Klaviyo under Marketing & analytics.
- Make sure the account shows as connected. Reconnect it if Klaviyo access was removed.
- Open the account's settings to review Marketing subscription and Add to list.
Whatever you choose, bluebarry sends shoppers who left an email or phone number in a quiz, a product check or a popup to Klaviyo, with their quiz answers and other properties. When a list is selected under Add to list, they are added to that list. Marketing subscription decides who is also subscribed to email marketing:
- Only if consented: only shoppers who ticked the consent checkbox.
- Never: nobody is subscribed.
Common problems
| Problem | Why, and what to do |
|---|---|
| Shopper not in Klaviyo at all | The profile has no email, or it didn't come from a quiz, a product check or a popup (see the Source column). Orders, checkouts, signed-in accounts and imported customers reach Klaviyo through your store's own integration. Otherwise check the sync status above. |
| In Klaviyo but not subscribed | With Only if consented, the shopper did not tick the consent box, or the email question had no consent box. Check Consent history on their profile. |
| A flow on Quiz Completed did not start | The shopper was only recognized later, for example at checkout. bluebarry does not send quiz events from before that moment. |
| Properties have odd names | Property names come from your questions' internal names. Rename them in the quiz editor for new answers. |
After a change, test with a fresh email address and give the sync a few minutes.