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When your subscribers mention that they didn’t receive their login emails, there are several things to check before investigating further.

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Initial checks with the customer

Ask your customer to verify the following:
  1. Correct email address: Did they enter the correct email address? Firmhouse doesn’t show errors for incorrect emails for privacy and security reasons.
  2. Spam folder: Have they checked their spam box? Unfortunately, these emails could end up in spam.
  3. Email subject line: Did you share the subject line of the email that’s sent? Sometimes people expect something else and read over it.

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Check which setup sends login emails

Installing the Klaviyo v2 app does not automatically route login emails through Klaviyo. Check your project’s customer communication channel and the flows configured to send login messages. For a v2 lifecycle flow, open Apps > Klaviyo > Lifecycle events and check that Login token created is enabled. Its default metric is Firmhouse: Login token created. Inspect the configured payload and the received event on the customer’s Klaviyo profile, then check the flow trigger and delivery status. See Login token created. If Firmhouse sends your login emails, follow Customers not receiving emails. Avoid enabling another login flow without checking whether it would send a duplicate.

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Troubleshooting Klaviyo v1 notification flows

The following checks apply when login notifications are routed through the Klaviyo notification channel using the v1 email configuration.

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1. Check in Firmhouse

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Steps

  1. Open the Firmhouse portal.
  2. Search for the subscription that mentioned they didn’t receive an email.
  3. Look at the bottom of the subscription page for the “Self service center logins” block.
  4. 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.
  5. If that box is there, use its login records and timestamps to investigate the corresponding notification. A login record alone does not confirm that Klaviyo delivered an email.

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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, look for the metric configured for the login notification in your project’s email configuration. Existing v1 setups commonly use firmhouse-self-service-center; use your saved event name if it differs. 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 the configured login notification metric.
  • 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.