FAQ & Troubleshooting

General

Does Alva send emails?

No. Alva works through Klaviyo. When a delivery is processed, Alva fires an event back to Klaviyo, which triggers your email flow. You control the email template, branding, and sending.

Can I use Alva without Klaviyo?

No. Alva is built specifically for Klaviyo and requires a Klaviyo account to function.

Does Alva work with any Klaviyo plan?

Yes. Alva works with all Klaviyo plans, including the free tier.

Is my data secure?

Yes. Alva uses:

OAuth 2.0 with PKCE — your Klaviyo credentials are never stored.
AES-256-GCM encryption — all tokens and secrets are encrypted at rest.
Time-limited download links — links expire after a configurable period (default: 3 days).
TLS everywhere — all data in transit is encrypted.
No customer PII stored long-term — data is redacted after the retention period.

Webhooks

My webhook isn’t working

Check these common causes:

Wrong URL — make sure the webhook URL in Klaviyo exactly matches what’s shown in Alva under Settings > Webhook Configuration.
Missing secret — the x-alva-webhook-secret header must be present with the correct value.
Account disconnected — if your Klaviyo connection was revoked, reconnect from the login page.
Bundle inactive — the download bundle must be set to “Active” to accept deliveries.

I’m getting duplicate deliveries

You’re not — Alva automatically detects and ignores duplicate webhook requests using idempotency keys. If you see what looks like duplicates, check if the Klaviyo flow is set up to fire multiple times (e.g., for each item in an order).

The webhook returns a 401 error

The webhook secret doesn’t match. Go to Settings > Webhook Configuration, reveal the secret, and copy it exactly (including any special characters) into your Klaviyo webhook header.

The webhook returns a 429 error

You’ve hit the rate limit (100 requests per second). This usually only happens during bulk operations or testing. Wait a moment and try again.

Deliveries

A delivery is stuck as “Pending Review”

This means Alva’s fraud detection flagged the delivery for manual review. Go to Deliveries, click on the delivery, review the fraud score and reason, then click Approve or Block.

Common reasons for flagging:

The customer email is from a disposable email provider.
Multiple deliveries to the same email in a short period.
Missing or suspicious request headers.

How do I resend a download link?

Go to Deliveries and find the delivery.
Click on it to open the detail panel.
Click Resend — this creates a new download token and triggers a new “Alva Download Ready” event.

A customer says their link expired

You have two options:

Extend — open the delivery and click “Extend” to add more time to the existing link.
Resend — create a new download link entirely.

How do I change the default link expiry time?

Go to Settings > Account Settings and adjust Link expiry time. This applies to all new deliveries. Options range from 60 minutes to 90 days (default: 3 days).

Downloads

Download limits — how do they work?

Each download link has two limits:

Max downloads — how many times files can be downloaded (default: configurable in Settings, 1-100).
Max unique IPs — how many different IP addresses can use the link (default: configurable, 1-10).

When either limit is reached, the link stops working.

Can customers download individual files or must they download everything?

It depends on the bundle’s download type:

Individual — customers see each file separately and can download them one at a time.
ZIP — all files are packaged together as a single download.

What file types can I deliver?

Alva supports virtually any file type including PDFs, images (JPG, PNG, SVG), videos (MP4, MOV), audio (MP3, WAV), archives (ZIP, RAR), documents (DOCX, XLSX), and more.

Billing

How do I upgrade my plan?

Go to Settings > Billing and click Upgrade Plan or Manage Billing.

What happens if I hit my plan limits?

Alva uses soft limits with no overage charges:

Storage full — you can’t upload new files.
Delivery limit — new webhooks are rejected until the next billing cycle.
Bandwidth limit — downloads pause until the next cycle.

Existing active download links are not affected.

Can I switch between monthly and annual billing?

Yes. Go to Settings > Billing > Manage Billing to open the Stripe Customer Portal and change your billing period.

What happens if I cancel?

Your account reverts to the Free plan at the end of your current billing period. Existing files and bundles are preserved. If your usage exceeds Free plan limits, you’ll need to reduce it to make changes.

Account

How do I disconnect my Klaviyo account?

Go to Settings > Klaviyo Integration and click Disconnect. This revokes Alva’s access to your Klaviyo account. You can reconnect at any time by logging in again.

I’m getting “Account Disconnected” errors

This means your Klaviyo OAuth tokens expired and couldn’t be refreshed. This can happen if:

You revoked Alva’s access in your Klaviyo account settings.
Klaviyo had a temporary outage during token refresh.

To fix it, go to klaviyo.alvaapps.com and reconnect your account.

Can multiple people access the same account?

Currently, Alva uses your Klaviyo account for authentication. Anyone with access to your Klaviyo account can log into Alva. There are no separate user roles within Alva.