When a friend got linked to the wrong person, or you want to redo a link for a test, you can unlink that friend from Klaviyo, Shopify or HubSpot one at a time from the friend detail screen. An unlinked friend won't be linked again by automatic sync. This article explains how to unlink, what happens when you do, and how a friend gets linked again.
What unlinking an identity does
Unlinking removes the tie between one friend and the record on the other side: a Klaviyo profile, a Shopify customer or a HubSpot contact. You choose which services to unlink.
Typical reasons to unlink:
- The friend got linked to the wrong person, for example after a form was submitted with someone else's email address
- You're running a demo or a test and want to link the same friend again and again
- The customer asked you to remove the link
Unlinking doesn't disconnect the integration itself (the Klaviyo, Shopify or HubSpot integration). Other friends and their sync aren't affected.
What you need to use this feature
Members whose role lets them edit friends can unlink. With view-only permissions, the menu item doesn't appear.
- The integration you're unlinking must be active. While the connection is down, you can't unlink
- The friend must be directly linked to that service on the LINE Official Account you have open. Services the friend isn't linked to don't appear in the dialog
Unlinking an identity
Open "More actions" on the friend detail screen, choose the services and confirm.
- Choose the LINE Official Account in the navigation menu, open "Friends" and open the friend
- Click "More actions" at the top right and choose "Unlink identity"
- Tick the services to unlink. Each service shows the record the friend is currently linked to (name and email address, or ID) along with how and when the link was made
- Click "Unlink". If you ticked several services, the button reads "Unlink 2 services" with the count
When it's done you'll see "Identity unlinked". The friend's Activity also keeps a record of the unlink.
What happens when you unlink
Unlinking clears the LINE information for the LINE Official Account you have open from the record on the other side, and stops LINE messages and attribution that went through that record.
| Service | Cleared on the other side | What stops |
|---|---|---|
| Klaviyo | The LINE properties of this LINE Official Account on the profile (LINE User ID and others) | Klaviyo flows no longer reach this friend on LINE. Klaviyo records an "Unlinked LINE Identity" event |
| Shopify | The LINE link on the customer | Future orders won't be attributed to this friend. The friend also drops out of LINE notifications triggered by orders and shipping |
| HubSpot | The LINE properties of this LINE Official Account on the contact (LINE User ID and others) | HubSpot workflows no longer reach this friend on LINE. Where LINE activity can be recorded in HubSpot, HubSpot also records an "Unlinked LINE Identity" event |
These are kept:
- The friend, chat history, tags and field values
- The profile, customer or contact on the other side
- Orders, conversations and other data imported before the unlink
If another LINE Official Account in the same workspace is linked to the same customer or contact, that link stays. You only unlink the LINE Official Account you have open. If one Shopify store is shared by several LINE Official Accounts and another one is still linked to the same customer, future orders may still be attributed to this friend.
The operation appears in the workspace audit log as "Friend identity unlinked".
An unlinked friend isn't linked again automatically
Automatic linking by matching email address or phone number, and scheduled sync, won't link an unlinked friend again. The friend is linked again only when the customer or a member takes an explicit action.
These actions link the friend again:
- The customer logs in with LINE (a QR code, a link in an email, the website friend-add CTA)
- The customer submits a Klaviyo form
- The customer uses the LINE link button in their Shopify customer account
- Identity linking from a HubSpot form
- The customer answers a question in the chat with their member number or email address
- A member runs an identity link import
- Identity linking through the Public API
Automatic routes, such as Klaviyo flows, HubSpot workflows, import from a segment and Shopify's scheduled sync, don't relink an unlinked friend. The same safeguard applies when a customer removes their own link in their Shopify customer account.
When the friend links to a different record (relink)
When the customer links to a different record by submitting a form again with another email address or logging in with LINE again from a QR code, the link to the previous record is removed automatically. If the previous record is a Klaviyo profile, it also receives an "Unlinked LINE Identity" event. The same applies to a HubSpot contact where LINE activity can be recorded in HubSpot.
You don't need to unlink anything yourself. The friend's Activity shows the new link and the removal of the previous one side by side.
Checking the Activity
You can review links and unlinks in the Activity on the friend detail screen.
- An unlink appears as "Identity unlinked from Klaviyo". The second line shows the email address (or ID) of the record that was removed and the reason
- The reason is one of "Unlinked in Lumo" (a member unlinked), "Unlinked by the customer" (removed in the Shopify customer account) or "Relinked to a different record"
- A link appears with its route, such as "Identity linked with Klaviyo via Klaviyo form". The second line shows the email address (or ID) of the linked record
Choose "Identity unlinked" in the Activity filter to see only unlinks.
When things don't work
If you can't unlink, check the following.
| Symptom | What to check |
|---|---|
| "Unlink identity" isn't in "More actions" | Check that your role lets you edit friends. It doesn't appear with view-only permissions. It also doesn't appear when the LINE Official Account you have open has no Klaviyo, Shopify or HubSpot integration |
| "Unlink identity" is grayed out | The friend isn't directly linked to any service on the LINE Official Account you have open, so there's nothing to unlink |
| The service you want to unlink isn't in the dialog | Check the sync info on the detail screen to confirm the friend is linked to that service on the LINE Official Account you have open |
| "The … connection is not active, so this link was not removed" | Check the connection under Customer Data, reconnect the integration and unlink again |
| "Could not update …, so this link was not removed" | A temporary error. Unlink again after a while. The link is still there, but automatic sync for this friend has already stopped, so be sure to retry |
| "This link has already been removed" | Another member or the customer removed it first. Check the Activity |
| An unlinked friend got linked again | The customer took an explicit action such as submitting a form or logging in with LINE. Check the route and time on the link row in the Activity |
| A HubSpot workflow's send results say "Not sent because the identity link was removed" | HubSpot workflows don't send LINE messages to an unlinked friend. To send again, ask the customer to link again |
Related articles
These articles help with setting up and checking identity links.
- Linking Klaviyo Profiles and LINE Friends by ID — how to link with Klaviyo and check the status
- How to Integrate Shopify — the LINE link button in the customer account and unlinking by the customer
- Link HubSpot Contacts and LINE Friends by ID — how to link with HubSpot and check the status
- What Is the Friends List? — the friend detail screen and Activity
- Viewing and exporting the audit log — reviewing who unlinked and when