FAQ and Troubleshooting
Common questions and what to check first.
A client exists in Mindbody but I cannot find them in Klaviyo
Check they have an email address in Mindbody: profiles are matched by email, and clients without one cannot receive email marketing anyway. Then check Klaviyo's suppressed list; a previously suppressed address stays suppressed (that is a Klaviyo safety feature, not a sync gap).
A profile shows an old studio name
Historical events keep the name that was current when they happened; that is by design and keeps your history accurate. If a current property (like home studio) shows an outdated name after a rename, a settings refresh re-points it; contact support and it is done the same day.
Why did a flow not fire for a client?
The usual causes, in order: the flow is still in Draft; the client was already in the flow once and re-entry is off; Smart Sending skipped them because they received another email recently; or the triggering segment depends on nightly data and has not advanced yet (see Sync timing).
Can I edit Mindbody-sourced properties by hand in Klaviyo?
You can, but the next sync for that client will overwrite Mindbody-owned fields with Mindbody's values. Treat Mindbody as the source of truth for MB-prefixed properties, and keep hand-maintained data in your own custom properties.
Do refunds or cancelled sales reverse revenue?
The Placed Order event records the sale as it happened. Handle refund accounting in your revenue reporting as you do today; if refund events matter to your marketing (for example, to suppress a post-purchase flow), talk to us about your Mindbody refund workflow.
We are opening a new location next month. What do we need to do?
Tell APIANT the site or location details when it exists in Mindbody. Adding it is a connection (for a new site) plus a settings refresh, after which it is named, syncing, and equipped with its per-location segments. See Locations.
Does the integration slow down or affect Mindbody?
No. It reads through Mindbody's official API within Mindbody's own rate limits, and writes nothing to Mindbody unless a two-way feature is explicitly enabled for your account.
Who do I contact?
support@apiant.com. Include your business name and, if the question is about a specific client, the client's email address. Do not send passwords or API keys by email.