Troubleshooting Klaviyo Custom Action Events
If custom actions like profile completion or product registration are not showing in Klaviyo, use this guide to verify setup and quickly find where the sync is breaking.
If you still need to connect Klaviyo, start with Klaviyo integration.
How Custom Actions Appear in Klaviyo
Custom actions do not create a separate metric for each action name.
Instead, they appear under a shared Rivo event metric:
Rivo Points Earned for points-based actions
Rivo Credits Earned for credits-based actions
To identify the exact action, use the event property for the trigger/action name in Klaviyo when you filter or build flow logic.
Troubleshooting Checklist
1. Confirm the integration is connected and turned on
In Rivo, go to Integrations > Klaviyo and confirm:
Your Klaviyo connection is active
Integration status is ON
2. Confirm event toggles are enabled
In the Custom Events Trigger section, make sure the relevant events are enabled:
Points Earned
Credits Earned (if the custom action awards credits)
Click Save after updating toggles.
3. Confirm the customer email is valid for sync
Rivo uses customer email to sync profile data and attach events in Klaviyo.
If a customer email is missing or invalid, events may not appear until the email is corrected and the customer is synced again.
4. Confirm the custom action actually awarded points or credits
If the action did not award earnings (for example, rule limits or eligibility prevented awarding), there is no event to send.
Check the customer’s activity in Rivo to confirm the earning happened before troubleshooting Klaviyo flow logic.
5. Check the customer’s Klaviyo event timeline
In Klaviyo:
Open the customer profile.
In the timeline, select All events.
Filter by
Rivo.Look for Rivo Points Earned or Rivo Credits Earned.
6. If needed, run a manual customer sync
From Integrations > Klaviyo > Data Sync, click Sync Customers and run a sync for the most relevant audience:
Customers with an account (recommended)
Customers with activity in the last week
Customers with a VIP tier
Customers who have ever earned in your program
All customers
You can run a new manual sync about once per hour.
7. Re-check Data Sync timestamps
Use the Klaviyo Data Sync card in Rivo to confirm recent sync activity:
Last full sync started
Last individual profile synced
If those timestamps are stale, run another sync once the hourly window has passed.
Common Causes and Fixes
Event toggle is off
Turn on the relevant event type in Custom Events Trigger, save, and retest with a fresh action completion.
Missing or invalid customer email
Make sure the customer has a valid email, then run Sync Customers so profile and event updates can resume.
Recent high-volume send period
If your store is sending a large number of events, delivery can lag briefly. Wait a few minutes, then check the Klaviyo timeline again.
FAQ
Why can I not find a separate metric for each custom action?
Custom actions are grouped under the Rivo earned-events metrics. Use event properties to identify which specific action triggered the event.
I enabled the event toggle, but I still do not see past events. Why?
Enabling a toggle controls future sends. Complete a new qualifying action, then check the timeline again.
How do I force a retry?
Run Sync Customers from the Klaviyo integration page, then verify the Data Sync timestamps and recheck the customer timeline in Klaviyo.