Notifications

What your customers are told

Your customers get notifications on their own, without you doing anything. They appear under the bell at the top of the customer’s panel. The ones about money they’re waiting on also go to the customer by email.

Top-ups and withdrawals

A customer is told, in the panel and by email, when:

a top-up is added to their balance, whether you approved it or the payment gateway confirmed it. The amount is what actually landed in the balance, after any commission you pass on to the customer;
you reject a top-up request, with the reason you gave;
you pay out a withdrawal;
you reject a withdrawal, with the reason you gave. The amount goes back to their balance.

Orders

A customer is told in the panel when an order is completed, partly delivered, failed, or canceled. For the last three, the notification also says how much went back to their balance. An SMM order is named by its service, in the customer’s language. An SMS order is named by its number and links to it.

Order outcomes aren’t emailed for now. Orders are the most frequent event, so sending an email for each one could use up the shared email allowance that verification and password-reset emails depend on.

What you’re told

These show up under the bell in your own panel:

New support ticket or a customer’s reply (also by email).
Prices waiting for your approval. When a provider’s costs change enough that your price rule asks you to approve the new price, the affected services are hidden until you decide. You get one notice per sync, saying how many prices are waiting. Review them under Pricing.
An invoice to correct. Money you invoiced went back (a refund, a dispute or a withdrawal). See Invoicing your customers.
Price changes scheduled. With automatic or smart-automatic pricing, a new price takes effect later. You get one notice per sync. See How prices follow provider costs.
A platform blocklist rule blocking services in your catalog. They can’t be ordered any more; see Blocklist.
Your own email server failing. See Your own email server.
Your email quota running low (80%) or used up. See Email quota.
A provider low on balance, or failing to respond. Its services are hidden until it recovers.
A 5sim account whose rating fell below 30. Its numbers are hidden until the rating recovers (see SMS numbers).
Unusual customer activity. A customer who buys 10 or more SMS numbers within an hour, or has 10 or more orders canceled within an hour. You’re told once a day per customer and kind of activity, while it continues.
Orders waiting for you: orders whose result the provider never confirmed, and orders whose status couldn’t be checked for over a day. These come as a daily reminder.

Turning notifications off

Everyone chooses their own notifications: open the bell, then Preferences. Your choices only change what you receive. Your customers choose theirs.

Each notification can be turned off in the panel and, if it’s also emailed, by email. The two are separate.
Customers can turn off support replies and completed orders.
You can turn off the events under What you’re told, apart from the ones below.

Some notifications are always sent, whatever anyone chooses:

account security and verification;
top-ups and withdrawals;
refunds: an order that failed, was partly delivered or was canceled;
unusual customer activity;
the daily reminder about orders whose result the provider never confirmed;
confirmations of sensitive changes, such as a new payout destination, a changed provider key or email server, or a manual balance adjustment.

Email quota

Emails sent through the platform’s shared sending count toward your plan’s monthly email quota. Settings → Email shows how much of it you’ve used this month. The quota resets on the 1st of each month (UTC). If your plan has no limit, nothing is counted.

You’re told when 80% of the quota is used, and again when it’s used up. After that, until the quota resets, only critical emails still go out, under a small emergency allowance (a tenth of the quota, at least 20):

account security and verification: email verification, password reset;
money a customer is waiting on: top-up credited or rejected, withdrawal paid or rejected.

Other emails, like support ticket messages, aren’t sent until the quota resets. They still appear in the panel.

Your own email server

Instead of the platform’s shared sending, your store can send through your own SMTP server. Set it up under Settings → Email → Your own email server: the server name, port, username, password and the address emails come from. Saving it asks for your current 2FA code, because whoever controls this server can read every email your store sends, including password-reset links. You’re notified when the settings change.

Emails sent through your server don’t count toward your email quota.
Port 465 uses TLS from the start. Any other port must offer STARTTLS, or nothing is sent.
Addresses inside private networks are refused.
Send a test email sends one to your own address. Whether it worked shows up on the same card once it’s been tried.

If your server fails, the email is tried again. If it fails a second time, it goes out through shared sending instead (and counts toward the quota), and you’re alerted, at most once a day while the problem lasts. Use shared sending removes your server and goes back to the platform’s sending.

Limits that protect your email

So nobody can turn your store into a way to flood someone’s inbox, a few limits apply to every business:

Per address: at most 5 emails an hour and 20 a day to one email address, counting every store on the platform. Emails past that aren’t sent.
Per day: at most 300 emails a day through shared sending (UTC). Past that, only critical emails go out until the next day, and you’re told once. Your own email server isn’t affected.
Undeliverable addresses: an address whose mail server rejected an email for good, or whose owner marked one as spam, gets no more emails from any store on the platform.
Per connection: one connection (IP address) can cause at most 10 emails an hour through sign-ups, verification resends and password resets. Past that, new sign-ups from it are refused for the hour, and resends and resets quietly send nothing.

Emails are in English

Notification emails are in English for now. The panel shows each notification in the language the customer is using.