Troubleshooting

Common signup issues

"I signed up on the landing page but didn't receive a text"

Diagnostic steps:

1. Check SMS flow trigger setup:
   • Verify correct VTAGZ campaign ID in filters
   • Confirm list selection (if using Joined List trigger)
2. Check the user's Klaviyo profile:
   • Look for Offer Claimed event in activity log
   • If missing, contact VTAGZ support team
3. Review flow analytics:
   • If users show as "skipped," check message settings:
     • Ensure Smart Sending is disabled
     • Verify Quiet Hours is off for onboarding message

"I received double opt-in text but not the first onboarding message"

• Follow same diagnostic steps as above
• Particularly check trigger configuration and message settings

Message delivery problems

"I submitted my receipt but didn't receive a confirmation text"

Diagnostic steps:

1. Verify Receipt Received flow exists and is active
2. Check user's Klaviyo profile for Receipt Received event
3. If event is missing from activity log, contact your VTAGZ support manager
4. If event exists but no message sent, review flow configuration and filters

General troubleshooting tips:

• Always check Klaviyo flow analytics first to see if messages are being skipped
• Verify all campaign IDs match between VTAGZ and Klaviyo exactly
• Test flows with different phone numbers to isolate issues
• Monitor event delivery in real-time during testing phases