Klaviyo isn’t receiving emails

#The quick checklist

Work down this list. Each item is explained in the sections below.

1. Your plan is Starter, Growth or Plus, and Klaviyo shows Connected, not Paused: needs Starter.
2. The quiz is published with its email step on, and the step has a Heading.
3. The shopper actually left an email: Klaviyo only hears about quizzes that end with one. Every accepted email is on the Emails page.
4. It isn’t an exact repeat of one left in the last 24 hours (same email, quiz and answers), unless you’re testing from Open your store or Try it on your store.
5. In Klaviyo you’re looking for the metric Teacup Quiz Completed. It appears after the first event: use Send a test event.
6. For subscriptions: the shopper ticked the marketing box, and a list is chosen.
7. No red or yellow warning in the Klaviyo section of Integrations.

#1. Your plan and the connection

Open Integrations and look at the Klaviyo section.

Also check the account name next to Connected. If it isn’t the Klaviyo account you’re looking in, disconnect and connect the right one.

#2. The email step is on, and the shopper used it

• Open the quiz and click Email in the steps list. Ask shoppers for their email must be Yes, and they can skip it or Yes, to see their results.
• The Heading must not be empty. An empty heading turns the step off on your store.
• Shoppers see the published version. If you turned on the step but didn’t click Publish changes, it isn’t on your store yet.

The Teacup Quiz Completed event fires when a shopper leaves an email, not when they finish a quiz. Shoppers who click Skip on an optional email step, and quizzes without an email step, send nothing to Klaviyo. So Klaviyo’s count is usually lower than the Finished number in your analytics.

Every email Teacup Quiz accepts shows on the Emails page. If the shopper’s email is there, it reached Teacup Quiz and the problem is between Teacup Quiz and Klaviyo: skip to warnings on the Integrations page.

#3. Not an exact repeat within 24 hours

Teacup Quiz drops an exact repeat: the same address, quiz and answers again within 24 hours isn’t saved, and isn’t sent to Klaviyo, Omnisend or Flow. That’s why a second test with the same address and the same answers can seem to vanish. Pick different answers, or use another address.

Tests opened from the app are the exception. Open your store in the setup guide and Try it on your store in Put it on your store open your store with a private code for your store, valid that day and the next. Emails left in a test opened this way skip the 24-hour rule: you can leave the same address again and again, up to 30 test emails an hour for your store.

Other test runs, with a ?teacup_test=1 you typed yourself or in the theme editor, follow the usual rules. They aren’t recorded, so Teacup Quiz accepts at most 10 of their emails an hour from your connection (and 1,000 an hour for your store), and an exact repeat (same address, quiz and answers) only once every 24 hours. The same applies to shoppers who turned down analytics.

#4. The trigger shows up in Klaviyo

Klaviyo only lists a metric once the first event has arrived. Until then, you can’t pick Teacup Quiz Completed as a flow trigger.

1. On Integrations, click Send a test event.
2. You see “Test event sent to … It shows in Klaviyo within a minute or two.”
3. In Klaviyo, look for the metric Teacup Quiz Completed on the profile of that address, or in your metrics.

The test event goes to the address under Settings → Send to, or your store’s email. It carries example products and test set to true, and doesn’t subscribe anyone.

#5. Subscriptions need a ticked box and a list

Profiles and events can arrive while nobody is added to your list. A shopper is subscribed only when all of these are true:

• Your email step has a marketing box: its Marketing checkbox text isn’t empty.
• The shopper ticked it. The Marketing column on the Emails page shows Subscribed for them.
• A list is chosen in Subscribe shoppers who agree to, not No list (profiles and events only).

Teacup Quiz subscribes to email marketing only, never SMS. Klaviyo records “Teacup Quiz” as the subscription’s source.

#6. Warnings on the Integrations page

Under Connected, the Klaviyo section shows when the last email went through, “Last quiz email sent to Klaviyo: …”, or “No quiz emails sent to Klaviyo yet.” If Klaviyo didn’t take an email, you see one of these:

Emails waiting to be resent are dropped when you disconnect Klaviyo, when your plan stops including it, or after about a day of tries. Dropped emails stay on the Emails page: to get them into Klaviyo, export them with Export CSV and import the file in Klaviyo.

#7. Key and permission errors

#8. Teacup Quiz was removed in Klaviyo

If someone removes the Teacup Quiz app from your Klaviyo account, the connection ends. Integrations then shows Connect Klaviyo again, with “Klaviyo was disconnected: Teacup Quiz was removed in Klaviyo. Connect Klaviyo again to keep sending quiz emails.”

1. Click Connect Klaviyo and allow access again.
2. Check Subscribe shoppers who agree to. Reconnecting the same account keeps your list; pick it again if it’s empty.
3. Click Send a test event to check it end to end.

Emails that waited to be resent were dropped when the connection ended. They’re still on the Emails page.

#Still missing?

• Search Klaviyo for the shopper’s email and open their profile. The event is dated when they left their email, not when you look.
• Check the email on the Emails page. If it’s there and Klaviyo shows Connected with no warning, compare the times: “Last quiz email sent to Klaviyo” should be at or after it.
• If the event arrived but your flow didn’t send, check the flow in Klaviyo: it must be Live, and its filters must let the profile through.

What Teacup Quiz sends, property by property, is in Klaviyo.