How to fix Klaviyo profiles not syncing from Shopify

When new Shopify customers do not appear in Klaviyo, the cause is usually a broken or partial integration, missing consent settings or a tracking gap at checkout. Check the integration status, confirm what data the sync is allowed to send, test a real order, and re-sync if needed.

Have this ready.

• Admin access to both Klaviyo and Shopify
• A recent customer or order that should have synced
• The date when profiles stopped appearing
• Notes on any app or theme changes around that date

Steps.

1. 1. Define what is missing

   Decide whether profiles, orders or consent are missing. Each points to a different cause, so be specific before you change anything.

2. 2. Check the integration status

   Open the integrations page in Klaviyo and look at the Shopify connection. Reconnect it if it shows an error or needs reauthorising.

3. 3. Look at the activity feed

   Search for a missing customer by email. If events exist but no profile does, the profile may be suppressed or merged elsewhere.

4. 4. Review consent settings

   Check how the integration handles marketing consent at checkout. Profiles can exist but not be subscribed, which looks like missing signups.

5. 5. Test with a new order

   Place a small test order with a new email and see whether the profile and placed order event arrive. Note how long it takes.

6. 6. Check for blocking changes

   Review recent theme edits, checkout customisations, privacy tools or app installs that could stop the tracking script or customer data passing through.

7. 7. Re-sync and recheck

   If the connection is healthy, use the integration options to resync, wait for it to run, then repeat the search for the missing profile.

Common pitfalls.

• Assuming missing subscribers means missing profiles, when only consent differs.
• Reconnecting the integration without noting current settings first.
• Ignoring theme or privacy app changes.
• Testing with an email that already exists in Klaviyo.

Check it worked.

• Integration shows connected
• Test order creates a profile and order event
• Consent behaviour is understood
• Missing customers found or re-synced
• Cause of the break noted

Klaviyo changes its interface from time to time, so treat the steps as the order of work and match the names to what you see on screen.

Rather have this done for you? See our klaviyo email marketing service or book a free audit.