Hi Everybody,
I got an issue collecting emails on my store and if someone can shed some light on it I’ll be grateful.
Let me explain:
On the homepage have an email signup form and it works.
At the checkout have an email signup form and again it works.
Problem is, when someone creates an account and opt in to receive emails
they are not added to my Aweber email list.
If I go and check the customers on the dashboard can see they subscribed to receive emails
but their email is not added to list. No idea why.
Thank’s
Jorge
Hey there, @jorgesil . Thanks for reaching out to the Shopify Community with your email situation.
Based on the information you’ve shared, it sounds like your native Shopify email collection is working as expected. So the issue here lies within the Aweber integration with your store and the collected emails.
I did some digging into aweber emailing, and it looks like it’s a third-party emailing solution. So, you must have a third-party application installed to integrate your store with Aweber email. The scope of support here from Shopify will be limited, since the application here is third party. Our scope of support also depends on where the application was downloaded from. Did you download the application from our Shopify App Store, or from an external source?
If downloaded from our App Store - You have some recourse with Shopify here to get some support. If the application is installed from our App Store, then you can reach out to our Live Team at this link. They can then get you in touch with the app developers, so they can help investigate why the emails aren’t being carried over to Aweber’s emailing list. You can also reach out to the developers directly yourself, if you wanted to skip this step.
If not downloaded from our App Store - If your Aweber integration wasn’t downloaded from our App Store, then there is little Shopify can do to help you here directly. You will want to reach out to the developers of the integration directly to get their support with your Aweber integration.
If you have any questions about the information I’ve shared with you above, feel free to follow up with me here.
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Hi Imogen,
Thank’s for your reply.
But you misunderstood my question or I did not make it easy to understand.
Let me explain:
Homepage has a subscriber form from Aweber and it is working fine.
Checkout has a subscriber form from Aweber and it is working fine.
Now the issue is in the create account page.
As you can see it asks for Name/Surname/Email/Password.
I have just created a test account and works fine.
Now please check my customers page, it shows some customers subscribed to receive emails from me, but where they subscribed if there’s not an optin form on the create account page.
Thank you
Jorge
Hi Imogen,
Did you see my last post?
Thank’s
Jorge
Hey there, @jorgesil . Apologies for the delayed response, I’ve been out of office, but I’ve returned now and I’m happy to chat with you.
Thanks for clarifying your situation here for me. I did some testing in my own store with customer accounts, as well. When a customer makes an account, the customer isn’t signed up automatically for email marketing. They must be opting into the emails somewhere on your store that isn’t integrated with your aweber solution.
It makes me wonder if there is potentially an subscription pop-up in your store, or a ‘subscribe me to emails’ checkbox hiding somewhere that these customers are hitting without enrolling through the checkout or method you have integrated on the homepage. If you wanted, you could share a URL for your store with us here, so we could scout out any potential un-integrated enrollment methods.
I think what would be most helpful for you here would be to reach out to our Live Support Team so they can help you troubleshoot this in real-time. They would be able to confirm the customer account creation test, and then explore your site with you to see if they can find this un-integrated enrolment option, and how to reduce or eliminate customers using it to enroll.
I recommend reaching out to the team using this link here: https://bit.ly/3cJkx8V. Feel free to reach back out to me here if you have any additional questions, or if you’d like to share with me your store URL.
1 Like
Hi Imogen,
Thank’s for your very good explanation.
I’ll reach out to the support team as soon as possible.
In the meantime if you don’t mind to have a look at my site
here is the url: https://vitalifenatura.co.uk
Thank you
Jorge
Hey again, @jorgesil . Thanks for following up with me!
I do suggest speaking to the Support Team when you can. They can do a deeper dive into your account since they can get you authenticated and speak to the tech team about things, if needed.
As some additional testing here, I made a customer account on your site. It would be great if you looked into your Customer Section of your admin and confirm my Email Subscription Status. I should NOT be subscribed, as I’ve only made an account and did not enroll through any lists.
Additionally, I spent some time exploring your site and have some ideas for you to consider with your homepage! I noticed that your banner image seems to be a bit larger than the section allows for, so reducing the size of the banner image to allow for all of your information to show entirely would be great!
I also noticed that one of your images near the bottom of your webpage has some text overlayed over text that’s a part of the image. I think it would be a good idea to move the text on that image to the otherside of the image, so the text overlay doesn’t cover up the information on the image.
Let me know how things go!
1 Like
Hi Imogen,
Thank’s again for your help.
Have just checked customers dashboard and can see your account, is showing as Subscribed.
There’s something really wrong.
Thank’s
Jorge
1 Like
Hey there, @jorgesil . Sorry for my delayed reply - I’ve been out of the office for the past few days, but I’m back now and happy to continue chatting with you about things.
So I did some further additional testing with my store and some of my colleagues stores with account creation and none of our new accounts were automatically subscribbed to emails. This suggests that there is a coding change in your theme causing Account Creations to automatically enroll folks as email subscribers.
As of right now, the best way to have the cause of this investigated, determined, and resolved, would be for you to reach out to our Live Support Team. The reason being is that we will want to have someone who can get you authenticated, and then get into the backend of your store with you so they can temporarily stop your Aweber integration to see if that has any sort of impact on this automatic subscription status. They can also try a different theme in your store to see if it’s related to the theme coding, as well.
I strongly recommend reaching out to the Live Team using the resource I hyperlinked into this reply. They should be able to help you dig a bit deeper into the cause of this, and the resolution. Feel free to follow up with us here to let us know how things go, so we can mark this thread resolved!
Hi Imogen,
I’ve been on the chat with the Shopify support and it looks like the problem is with the theme not Shopify itself.
May I’ll have to change the theme but for now will leave it.
Thank’s for your help
Jorge
Hey again, @jorgesil . Good to hear from you!
I’m happy to hear that you got in touch with the Support Team about things so they could dive a little bit deeper for you. It does make sense that the issue is related to the theme. I’m thinking it’s some sort of coding mix-up with the theme and the Aweber integration, but the folks in Support that can access the back-end of your store would have a better idea than I!
Hopefully the team can help dig into things so you can avoid having to use a new theme. Moving to a new theme isn’t too problematic - it just means you’ll have to build out the template a bit again so you can have it looking how you like. If you do end up needing to switch themes, I have a some resources that you should check out that may help you pick your next one:
I’ve enjoyed chatting with you over the past few weeks about your situation here, @jorgesil . I decided to spend some time checking out your shop just so I could have a good understanding of the types of products you’re selling!
You’ve got a lot of the extra pages that we recommend folks build added to your store, like your ‘About Us’ page, and your blog (you should update your blog with a new post, sometime!) However, I did notice that when I tried to find some additional information about your products, it wasn’t too easy to find without clicking into the products themselves. This makes me think that you could really benefit from having an ‘FAQ’ or ‘Frequently Asked Questions’ page in your store
I have a resource here that outlines how to build such a page, and even provides you with some example templates for inspiration! I only make this recommendation because having more info readily available to your customers about your business and products will absolutely lead to an increase in conversion in your store, as it helps customers feel confident in the products they’re thinking about ordering.
Thanks again for following up with me, @jorgesil . If you ever have any other questions or issues pop up in the future, feel free to reach back out to me here and I’ll do what I can to help.
