Why aren't NotiEmail or NotiSMS signups reaching my email or SMS platform?

A NotiEmail or NotiSMS signup only reaches your platform if the integration still works, the campaign's list still exists and the shopper finishes the form. Work through the checks below, then test with a new address.

How a signup gets to your platform

Atomato sends the shopper's details only when they submit the last step before the success step, so a shopper who leaves partway isn't added.

Email signups can go to Klaviyo, Mailchimp, Omnisend or Drip. SMS signups can go to Klaviyo, or to Mailchimp when the email step also uses Mailchimp. Attentive is Coming soon.

If a signup fails, the form stays on the same step. The shopper sees no error message, Atomato doesn't alert you and it doesn't keep its own copy of the signup, so fix the cause quickly.

Check the campaign's email or SMS step

1. In Campaigns, click the campaign's name, then Edit campaign. Click the Email Opt-in or SMS Opt-in step.
2. Check the badge next to Email integrations or SMS integrations. Not connected or Disconnected means signups can't be sent, although the campaign still shows on your store. Reconnect it as described below.
3. Red text saying the list is no longer available means the list or audience was deleted, the key is for a different account, or the key stopped working. Hover Edit, choose Edit list (Edit audience for SMS), pick a list and click Save campaign. If no lists load, update the key first.

If both steps use Mailchimp, set the email step's Close button action to Close. Mailchimp needs an email address with every phone number, so if it's set to Skip, a shopper who skips the email step can't sign up.

Reconnect or update the API key

Atomato checks your API key only when you connect. If you deleted, replaced or restricted the key in your platform, signups fail while Atomato still shows Connected.

1. Create a new API key in your platform. A Klaviyo key needs List · Read, List · Write and Profile · Write. Atomato only checks list access, so a key missing the others still connects but can't add signups.
2. In Atomato, click Integrations, then Manage or Connect on the platform's card.
3. Paste the key and click Update API key. If the platform shows Not connected, click its connect button instead, such as Connect Klaviyo. Drip also needs your Drip Account ID.

The new key applies to all your campaigns at once. If it's for a different account, pick a new list in each NotiEmail campaign. For errors when you connect, see Fix integration connection errors.

Check what the shopper entered

A field that fails the form's checks gets a red outline but no message, and nothing is sent:

• The email address must be complete, such as name@example.com.
• The phone number needs the right number of digits for the chosen country code. The code starts on the country Shopify has set for the shopper, or +1 if that country isn't listed.
• If you ticked Field is required under Collect first name, the name can't be empty.

A shopper who already signed up through this campaign reaches the success step but isn't added again.

Check your plan

NotiEmail, NotiSMS and integrations are part of Enterprise+. On Free or Scale, signup campaigns don't show on your store, and moving to either sets them to draft. See Atomato plans and pricing.

Test a signup from start to finish

1. Open your store in a private window, as described in Test Atomato like a new shopper.
2. Open the bell, open the signup and submit an email address or phone number that isn't on your list yet.
3. Check it appears in the list or audience chosen in the campaign. Omnisend and Drip have no list to pick, so search your contacts.
4. Delete the test contact afterwards.

If the form stays on its last step, the signup didn't go through, even if a Klaviyo profile was created. If it reaches the success step but the contact never appears, contact the Atomato team with the campaign name and the time of your test.