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Support & FAQs｜Emails

Transactional Emails

Basics

  1. What are transactional emails in Subotiz? 
    Transactional emails are system-generated messages automatically sent to customers when key subscription or payment events occur.
 
  1. Why are transactional emails important? 
    They keep customers informed, reduce payment failures, improve retention, and maintain brand trust through consistent, automated communication.
 

Email Types

  1. What types of transactional emails does Subotiz send?
    • Subscription-related: Trial reminders, activation confirmations, renewal notices, cancellation confirmations, expiry notices, resubscription prompts.
    • Payment-related: Payment success notifications, payment failure alerts.
       
       
  2. Can I control which transactional emails are sent? 
    Yes. You can enable or disable each email type from the Transactional Emails page in the Subotiz admin.
 

Access & Navigation

  1. Where can I find transactional emails in the admin? 
    In the Subotiz admin, go to Emails > Transactional emails. The page lists all automated email types, grouped under Subscriptions and Orders.
 
  1. How do I preview an email template? 
    Click Preview next to an email type. You can switch between desktop and mobile views, or send a test email to your own address.
 

Performance Tracking

  1. What performance metrics are available? 
    At the top of the Transactional Emails page, the system displays:
    • Sent: Number of emails triggered.
    • Delivered: Number successfully delivered to inboxes.
    • Opened: Number opened by customers.
       

Management & Customization

  1. Can I send transactional emails manually? 
    No. Transactional emails are triggered automatically based on subscription and payment events; they cannot be sent manually.
 

System Behavior

  1. Can I change the sending address for transactional emails? 
    No. All transactional emails are sent from the default system sender address configured for your store in Subotiz.

 
  1. When are transactional emails sent?
    Subotiz sends transactional emails immediately after a triggering event (such as a payment success or subscription renewal). Delivery to the customer’s inbox is usually instant, though it may vary by email provider.

 

Sender Domain Settings

General

  1. What are Sender Domain Settings in Subotiz? 
    Sender Domain Settings let merchants send transactional emails from their own verified domain instead of the system domain, improving deliverability and brand consistency.
 
  1. Can I use the system-assigned domain? 
    No. A custom domain with DNS access is required. System-assigned domains cannot be used for sender domain configuration.
 

Setup and Verification

  1. How do I add and verify a sender domain? 
    Go to Emails > Sender Domain Settings > Add. Enter your custom domain, then add the TXT and CNAME records provided by Subotiz into your registrar’s DNS settings. Verification usually completes within 30 minutes to 48 hours after DNS propagation.
 
  1. What DNS records are required? 
    You must configure TXT, CNAME, and SPF records exactly as shown in Subotiz. Make sure to:
    • Exclude https://
    • Remove extra spaces or characters
    • Copy values in full without modifications
       
  2. Can I have more than one SPF record? 
    No. Only one SPF record is allowed. If you already have one, merge the Subotiz mechanism into the same line. Remove duplicates or conflicting entries.
 
  1. Do I need to configure multiple subdomains separately? 
    Yes. Each subdomain (for example, mail.shopdemo.com and news.shopdemo.com) must be added and verified individually in Subotiz. Each one requires its own TXT, CNAME, and SPF records.
 

Email Address and Usage

  1. How do I add a sender email address? 
    After verifying your sender domain, go to Emails > Sender Domain Settings > Add Sender Email. Enter the desired email address (e.g., noreply@mail.shopdemo.com) and set it as the default.
 
  1. Can I receive emails through this sender address? 
    No. Sender email addresses in Subotiz are for sending only. To handle inbound messages, configure forwarding rules at your registrar.
 
  1. Which emails use the custom sender domain? 
    Custom sender domains apply to transactional emails (e.g., order confirmations, subscription renewals). Some account-level notifications, such as password resets, will continue to use the system domain.
 

Troubleshooting

  1. Why does my verification status show “Unverified”? 
    The DNS records may not have propagated yet. Wait 30 minutes–48 hours and try again.
 
  1. Why does my verification status show “Failed”? 
    This means the DNS records were misconfigured. Common causes include incorrect Host/Value entries or multiple SPF records. Review your registrar’s records and correct them before retrying. You can use online DNS lookup tools to confirm that the records are publicly visible before retrying.
 
  1. Do different registrars have different setup steps? 
    Yes, the interface may vary (e.g., GoDaddy, Cloudflare, Namecheap). However, the principles remain the same: enter the record type, Host (Name), and Value exactly as shown in Subotiz. 
 

Helpful Resources

  1. How to add DNS records on top domain registrars?