Why is SMS status still 'awaiting confirmation' after Klaviyo integration?

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Topic summary

Main issue: After integrating Klaviyo with Shopify and enabling the SMS checkbox at checkout, customers who tick it still appear as “SMS awaiting confirmation” in Shopify, while Klaviyo shows them as subscribed. Test checkouts generate no follow-up SMS/notifications, leaving consent status unclear.

Key questions raised:

  • Does ticking the SMS box constitute explicit marketing consent?
  • Is a separate confirmation SMS (double opt-in) required, and who sends it (Shopify or Klaviyo)?
  • Why is no confirmation message received during testing?

Current status: No in-thread fix. The original poster plans to contact Klaviyo support for guidance.

Additional input: Another merchant reports that when customers consent to marketing, email syncs correctly, but phone numbers provided at checkout are not added for SMS, indicating a possible gap in SMS consent capture or sync between Shopify and Klaviyo.

Open items/unknowns:

  • Exact opt-in flow needed to move from “awaiting confirmation” to active SMS.
  • Configuration required to trigger confirmation messages.
  • How to ensure phone numbers and consent sync reliably between platforms. The discussion remains unresolved.
Summarized with AI on January 13. AI used: gpt-5.
1

Hi all

Hoping someone can help me out on this one.

We have Klaviyo integrated with Shoepify for notifications etc and we are trying to set up SMS. I have updated TOS and Privacy Policies and made the SMS check box active in Shopify at checkout.
If the SMS authority is given when they tick the check box, then isn’t that an automatic yes to marketing?
Why is the “SMS awaiting confirmation”? I presume if this is occurring I am guessing that they are then receiving an automated message from Shopify that they have to click?

I have tried to test the theory and I am not getting any notifications after I have checked out, and the status still shows SMS awaiting confirmation, even though Klaviyo shows me as subscribed to SMS. I am utterly confused.

Thanks in advance

1 Like
2

Hi there! Thank you so much for the insight, I really appreciate it. I shall reach out to Klaviyo and see if they can help me further. All the best.

3

I am having similar issues. I have my policies listed on my website. When a new customer consents to marketing it will integrate their email but does not automatically include their phone number even though it was provided.