Initial checks with the customer
Ask your customer to verify the following:- Correct email address: Did they enter the correct email address? Firmhouse doesn’t show errors for incorrect emails for privacy and security reasons.
- Spam folder: Have they checked their spam box? Unfortunately, these emails could end up in spam.
- Email subject line: Did you share the subject line of the email that’s sent? Sometimes people expect something else and read over it.
Troubleshooting with Klaviyo integration
If your project is linked to Klaviyo, there are two places to start searching for possible issues.1. Check in Firmhouse
Steps
- Open the Firmhouse portal.
- Search for the subscription that mentioned they didn’t receive an email.
- Look at the bottom of the subscription page for the “Self service center logins” block.
- If that box is not there (it’s at the bottom), they didn’t try to log in yet. This likely means the subscriber didn’t enter the correct email address.
- If that box is there, it shows the login attempts and when Firmhouse sent triggers to Klaviyo.
2. Check in Klaviyo
If Firmhouse shows login attempts for a certain subscriber, you can find this email address as a Profile in Klaviyo. On that Profile, the metricfirmhouse-self-service-center should be there (this is what the SSC login email is called in your Firmhouse project).
If there’s a mismatch (no metric where Firmhouse sent it), please contact Firmhouse support. That’s an issue with the integration. We need exact email addresses and preferably timestamps for that.
If the metric is shown on the Klaviyo profile, there could be a few issues:
- No Klaviyo Flow is triggered by this
firmhouse-self-service-centermetric - The email isn’t marked as transactional at Klaviyo. See Use Klaviyo to send email notifications to your customers for more details on setting up transactional emails.
- Klaviyo may have “blocked” certain email addresses. Check on the Klaviyo profile if there’s an email sent.