Description
System emails are a key part of user account management, ensuring effective communication between your platform and your end users. These emails facilitate confirmation processes, password resets, and other important account-related actions.
Why This Matters
To give your clients a seamless experience, it's essential to configure these communications with precision and efficiency.
Because system emails carry critical actions like account confirmations and password resets, they have to reach the inbox every time. The single biggest factor in whether they do is the sender address you assign to them. Assigning a sender on a domain you own and have authenticated is what keeps these emails out of the spam folder and prevents them from being blocked outright.
Configure your own authenticated sender address
Never leave system emails on a generic or unauthenticated sender address. When the sender isn't authenticated, mailbox providers like Gmail and Yahoo increasingly identify the message as spam, send it to the junk folder, or reject it entirely (your clients see a bounce such as "Address not found"). The result is that account confirmations and password resets silently never arrive. Assigning a verified sender on a domain you own is the most effective way to avoid these blocking and spam issues. See Adding a sender and Authenticating your domain.
Step-by-Step Instructions
Accessing System Emails
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In the left menu, go to Settings ▸ System Emails.
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Choose the email type you want to configure from the tabs at the top: Account Confirmation, User Confirmation, Sender Confirmation, Password Reset, or Double Opt-In Email. Each tab lists the emails already configured for that action, showing their Sender and Language. To change an existing one, click Edit to open the Edit Custom Email panel.
Creating a New System Email
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Initiate creation. Click the + button in the top-right corner. The Set Up Custom Email panel opens.
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Configure the email. Fill out each field:
- Email Type — the account action this email covers (for example Account Confirmation).
- Language — the language the email is sent in (for example English (United States)).
- Sender — the "From" address the email is sent from. Click Select sender and choose a sender on a domain you own and have authenticated. This field has the greatest impact on deliverability (see the note below).
- Template — the template used for the email's content (for example Account confirmation).
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Review and save. Check that every field is correct, then click Save to activate the system email. To discard your changes, click Cancel.
The Sender you pick decides whether these emails are delivered
The Sender is the most important field on this panel. Always select a verified sender on a domain you own and have authenticated — not a free or generic address. An unauthenticated sender is what causes system emails to be flagged as spam or blocked before they reach your clients. If you don't have a suitable sender yet, add one and authenticate its domain first, then return here to assign it.
How System Emails Work
Once configured, system emails are automatically sent to end users whenever a corresponding action occurs, such as account verification or password reset requests. This automation ensures that users receive important notifications without delay, streamlining your communication processes.
Templates for your system emails
A ready-made template is available in your account for every system email, in each supported language (for example Account confirmation, Account confirmation French CA, and Account confirmation (Spanish - es_US)). You choose one in the Template field when you set up or edit a system email.
You can edit these templates to personalize them to your brand — adjust the wording, colors, and logo so the email matches the rest of your communications.
You must keep the merge tags — the email won't work without them
The template's merge tags are what make the email actually work: they insert the confirmation link, reset link, or other action the email depends on. If you remove or alter them, the button or link breaks and your clients can't complete the action. Always leave the merge tags in place when you personalize a template.
To personalize a system email template:
- Go to General Templates.
- Create your system template, then edit it.
- Add a call to action in your email.
- Select the text area in your CTA and click Merge Tags.
- Select the appropriate merge tag to add.
Managing and Updating System Emails
You can always return to the System Emails section to review or modify your configurations. Updating system emails periodically helps keep your content relevant and aligned with any updates or changes to your platform.
Troubleshooting
System emails are not being sent
- Check that the sender email comes from an authenticated domain
- Verify if the correct merge tags are included in the template
- Ensure the system email type is properly configured
- Review if there are account-level sending restrictions
Merge tags don't work in templates
- Confirm you're using the exact merge tag syntax
- Check if the merge tag matches the system email type
- Verify that merge tags are placed in clickable elements for actions
- Test the template with preview data before activating
Users receive emails in the wrong language
- Review the language setting for each system email configuration
- Check if user language preferences override defaults
- Ensure templates exist for all configured languages
- Verify that browser language doesn't affect selection
Template changes don't reflect in sent emails
- Confirm changes were saved in the General Templates section
- Check if you need to update the system email configuration
- Allow a few minutes for template updates to propagate
- Clear cache and verify you're editing the correct template
Related Articles
- Customizing Your Default Reseller Domain - Domain branding
- Client Template Sharing - Template sharing
- Configuring Your Brand - Brand consistency
- Creating an Automated Welcome Email - System welcomes
- Default Sender Address and Language - System senders