How to give an agency access to your Klaviyo account

In Klaviyo, the account Owner or an Admin clicks the account name in the bottom left corner, goes to Settings > Users, clicks Add new user, enters the agency person's email address, picks a User Role and clicks Add User. The agency person accepts from Klaviyo's email, and the invitation link expires after 24 hours. With the Manager role, an agency can create campaigns, flows and sign-up forms, but cannot add or delete users or export contact addresses.

This guide is for the business that owns the Klaviyo account. The agency only has to send the email address of each person who needs access.

Before you start

• You need to be the Owner or an Admin. Klaviyo says only Owners and Admins add and remove users among its standard roles. A custom role can also do it if it includes permission to edit user management.
• Get an email address for each agency person. Klaviyo's steps ask for an email address and a role. Someone new to Klaviyo creates a password from the invitation, or signs in with SSO if your account requires it. Someone who already uses Klaviyo accepts the invitation.
• Keep the Owner role in your business. Klaviyo allows one Owner per account, and only the Owner can close the account or transfer ownership.
• Single sign-on. If your account manages roles through single sign-on with just-in-time provisioning or SCIM, the role is set in your identity provider, and Klaviyo says to contact your SSO administrator.

Add the agency person

Klaviyo's user article gives these steps:

1. Click your account name in the bottom left corner.
2. Go to Settings > Users.
3. Click Add new user.
4. Type in the agency person's email address.
5. Under Language, choose a language. For someone new to Klaviyo, it sets the language of the invitation and of their account.
6. Under User Role, select a role (next section) or a custom role created for your account.
7. Click Add User.

Klaviyo's ownership article writes the same page as Settings > General > Users. Repeat the steps for each person at the agency.

Which role to give

Klaviyo's standard roles, from its roles reference:

• Admin: full account access, including adding and deleting users, editing account details and canceling a paid plan. An Admin cannot fully close the account.
• Manager: campaigns, flows, sign-up forms, reviews, lists and segments, profiles, analytics and some settings, such as setting up SMS. Managers cannot export contact addresses or recipient activity, edit or delete users, open the downloads tab, downgrade to the free plan or cancel the account.
• Analyst: analytics, segments and reporting. Analysts can view campaigns and flows but not edit them.
• Campaign Coordinator: creates and sends campaigns and creates and edits templates, with limited editing in flows.
• Content Creator: creates and edits templates and draft sign-up forms, but cannot send campaigns.
• Support: answers customers in Helpdesk and sees profiles, without changing settings.
• Social Media Manager: creates and manages social media content and data.

Our advice, based on that reference:

• An agency that runs the email and SMS marketing: Manager. It can create campaigns, flows and sign-up forms without managing users or exporting your contacts.
• An agency that only reports: Analyst.
• A designer or copywriter: Content Creator, or Campaign Coordinator if they also send campaigns.
• Admin: only if the agency should manage your users or billing.

The agency person accepts

Klaviyo emails the invitation. A person who already uses Klaviyo gets the subject "New Klaviyo Account Invitation", or its translation. Klaviyo asks them to log out of any other Klaviyo account before clicking the button in the email. Then:

• New to Klaviyo, no single sign-on: click ACCOUNT SETUP and create a password.
• Already uses Klaviyo: click Accept to join the account, or Decline.
• New to Klaviyo, with single sign-on: follow the email to sign in with SSO.

Change the role or remove the agency

To change a role:

1. Go to Settings > Users and click the person's name, or their email address if no name is shown.
2. Select the new role under User Role.
3. Click Update.

To remove the agency person:

1. Go to Settings > Users.
2. Click the three vertical dots next to the person.
3. Select Delete user, or Cancel invite if they never accepted.
4. Click Delete user in the window that opens.

You cannot delete yourself or the Owner. If your account uses SCIM, Klaviyo says to remove the person in your identity provider first.

If the agency is the Owner of your account

If the agency created your Klaviyo account, it may be the Owner: Klaviyo's roles reference says the first person to create an account is its Owner by default. Klaviyo's ownership article says only the current Owner can assign a new Owner, and Klaviyo cannot transfer ownership without the Owner's approval. Ask the agency to:

1. Add you as a user with the Admin role, under Settings > General > Users > Add new user.
2. Wait until you have accepted the invitation and logged in. A user marked Invitation pending cannot become the Owner.
3. Click your name under Settings > General > Users, open User Role, select Owner and click Update.

The agency's role then changes to Admin automatically, and only you can reverse that. Lower the agency's role or remove it once you are the Owner. If the previous Owner has left and cannot be reached, Klaviyo says to contact its support to begin a verification process.

Troubleshooting

The invitation link has expired

Klaviyo's invitation links expire after 24 hours. To send a new one:

1. Go to Settings > Users. If the page shows tabs, select Active users, where pending invitations appear.
2. Click the three dots next to the person and select Resend Invites.
3. Check the box next to the email address and click Send.

The button in the invitation does not work

Log out of every other Klaviyo account first, then click the button in the email again. Klaviyo asks for this so that the button in the email functions properly.

You cannot add users or choose a role

Only the Owner, an Admin or a custom role with user-management permission can add users. If User Role is unavailable, your account may manage roles through single sign-on, and the role is set in your identity provider.

You cannot delete the agency person

Klaviyo does not let you delete yourself or the Owner. If the agency is the Owner, ownership has to be transferred first, as described above.

Doing it with an access link

Our access link covers this task as a guided step. It shows the steps on this page beside Klaviyo's own screen, with the agency's email address to copy. Nobody signs in through the link for this: you add the user and say when it is done, and the agency confirms once it has accepted the invitation. What an agency can ask for is on the Klaviyo integration page.