Customer data isn’t updating in Klaviyo
If customer loyalty data isn’t appearing or updating in Klaviyo, check the following:
1. Is the integration connected?
If Smile loses access to your Klaviyo account, syncing will pause for all customers. This can happen if an OAuth token expires or an API key is revoked.
Go to Integrations > Klaviyo in Smile and check whether the integration needs to be reconnected.
Smile will send a notification email if access to your Klaviyo account is lost.
2. Has the initial sync finished?
After installing the integration, you’ll need to sync your existing customer loyalty data to Klaviyo.
To start this sync, go to Integrations > Klaviyo in Smile and click Sync customer data. This bulk sync can take anywhere from a few minutes to multiple hours, depending on the size of your customer base.
Real-time updates won’t apply to a customer until they’ve been included in the initial sync.
Note: Sync times can vary depending on the number of customer profiles being updated. Changes for individual customers are typically reflected quickly, while bulk updates (such as customer data syncs or points imports) may take longer to appear in Klaviyo.
3. Does the customer have an email address in Smile?
Smile matches customers to Klaviyo profiles by email address. Customers without an email address in Smile will be skipped during syncing.
This most commonly happens with POS customers who checked out as guests.
Klaviyo flow templates aren’t available
Klaviyo flow templates require the OAuth version of the Klaviyo integration.
If your Klaviyo integration was installed using an API key (the legacy installation method), you’ll need to reauthorize the integration using OAuth.
To do this, open the Klaviyo integration in Smile Admin and click Reconnect in the banner displayed at the top of the page. Follow the prompts to reauthorize your Klaviyo account.
Reauthorizing upgrades the integration to OAuth while preserving your existing data and configuration.
Customers are receiving duplicate emails
If customers are receiving two emails for the same loyalty activity:
- Check whether you’ve enabled both a Smile email and a Klaviyo flow for the same event.
- Disable either the Smile email or the Klaviyo flow.
- Test the loyalty activity again.
For the full list of matching Smile emails and Klaviyo flow templates, see Use pre-built Klaviyo flows.
Customers aren’t earning points for Klaviyo Reviews
If customers aren’t receiving points for leaving reviews through Klaviyo Reviews, check the following:
1. Is Klaviyo Reviews installed on your store?
Customers can only earn points for reviews submitted through Klaviyo Reviews if Klaviyo Reviews is installed and active on your store.
2. Are you using the OAuth version of the integration?
If your Klaviyo integration was installed using an API key (the legacy installation method), you’ll need to reauthorize the integration using OAuth.
To do this, open the Klaviyo integration in Smile Admin and click Reconnect in the banner displayed at the top of the page. Follow the prompts to reauthorize your Klaviyo account.
Reauthorizing upgrades the integration to OAuth while preserving your existing data and configuration.
3. Was Klaviyo Reviews installed before the Smile and Klaviyo integration?
Smile detects Klaviyo Reviews when the Smile and Klaviyo integration is installed.
If Klaviyo Reviews was added after the integration was already installed, review submissions won’t trigger points rewards automatically.
Removing and reinstalling the integration allows Smile to detect Klaviyo Reviews and begin awarding points for eligible review submissions.
Smile loyalty data isn’t showing in Klaviyo Customer Hub
If Smile loyalty data isn’t appearing in Klaviyo Customer Hub, check the following:
1. Is Smile connected to Customer Hub?
Smile must be added as an app in Klaviyo Customer Hub before loyalty data can be displayed.
Refer to Klaviyo’s Customer Hub documentation to confirm that Smile has been added successfully and that Customer Hub is configured correctly.
2. Is the data supported by Customer Hub?
Klaviyo Customer Hub automatically displays a customer’s points balance, next or best available reward, and VIP tier.
To display additional Smile data, such as a referral URL, you’ll need to add personalization tags to custom content blocks in Klaviyo.
These content blocks are managed in Klaviyo, not Smile. For setup instructions and customization options, refer to Klaviyo’s Customer Hub documentation.
3. Is the customer eligible to view loyalty data?
Customer Hub only displays loyalty information for eligible customers. Customers who aren’t logged in, aren’t loyalty program members, or are excluded from your loyalty program may not see Smile data in Customer Hub.
