How to Troubleshoot Klaviyo Segment Issues

You’ve successfully connected your Klaviyo account with RetentionX—great! If you’re experiencing issues when creating or using segments in Klaviyo that are based on RetentionX data, you'll find below the most common causes and how to resolve them.

Segment not Available for Selection

Are you trying to create a Klaviyo segment based on a RetentionX segment (for example, Top Customers), but it does not appear in the Dimension Value dropdown?


Step 1: Confirm Segment Creation Timing

Make sure the segment was created in RetentionX at least 24 hours ago. Newly created segments will pushed to Klaviyo over night.

Step 2: Confirm Successful Property Sync

• In RetentionX, identify a customer who belongs to the segment in question.
  
   

• Copy the customer’s email address.

• Paste the email address into Klaviyo to open the customer’s profile.
  
   

• In the Klaviyo profile, check whether the segment name appears under the Custom properties → RX_segments.
  
   

Step 3: Input Dimension Value

If the segment is listed here, this confirms that the data sync is working correctly and that the issue is related to how Klaviyo displays segments during audience creation.

To resolve this, copy the exact segment name from RetentionX and paste it into the Dimension Value field. The segment will then be created correctly.

Segments are Not Populating Customers 

Did you create a Klaviyo segment based on a RetentionX property, but see no—or fewer than expected—customers in the segment?

Step 1: Confirm Segment Creation Timing

Make sure the segment was created in RetentionX at least 24 hours ago. Newly created segments will pushed to Klaviyo over night.

Step 2: Check the Unique Identifier
RetentionX uses the customer’s email address as the unique identifier when syncing data to Klaviyo and pushes all selected customer insights into the corresponding custom profile properties.

If a customer does not have an email address—for example, in the case of POS customers—the data is still sent but cannot be associated with a Klaviyo profile. Please ensure that the customers included in the relevant segment have an email address available.

 

Step 3: Confirm Successful Property Sync

• If the unique identifier is not causing any issues, identify a customer who belongs to the segment in question.
  
   

• Copy the customer’s email address.

• Paste the email address into Klaviyo to open the customer’s profile.
  
   

• In the Klaviyo profile, check whether the segment name appears under the Custom properties → RX_segments.
  
   

Step 4: Contact your Account Manager
If the segment is listed here, this confirms that the data sync is working correctly and that the issue related to Klaviyo's segment logic or filtering. In this case, please contact your Klaviyo Account Manager for further assistance.

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