Notifications

The app emails your customers and your staff about subscription events: a subscription starting, an upcoming renewal, a failed payment and so on. The Notifications page is where you choose the address these emails come from. From there, Customer notifications and Staff notifications list every email, each with its own on/off toggle, and Customize email templates sets the logo, colours, font and shared wording.

Table of contents

• Choose who your emails come from
• What the Supr sender can and cannot change
• Where customer replies go
• Which addresses you can use
• Sending from your own domain
• The MX record and its priority
• If you already have an SPF record
• The bounce subdomain
• If the domain stays on Pending or shows Failed
• If you already confirmed a single address
• Customize branding and labels
• Customer email templates
• Upcoming renewal reminders and lead time
• Pause and cancellation flow emails
• Customize customer email text
• Staff email templates
• Common questions
• Related guides

Choose who your emails come from

On the Notifications settings page, the Sender email card offers two senders:

• Supr (subscriptions@super-simple.co). Ready to use, nothing to set up. Your store name is still shown as the sender, so customers see your shop, not ours.
• Your own email address. Emails come from an address on your domain, such as hello@yourstore.com. This needs your domain authenticated, which is the section below.

You can switch between the two at any time.

What the Supr sender can and cannot change

With the Supr sender, the email wording and logo are fixed to our defaults. On Customize email templates you can still pick the accent colour and the font, but the Logo and the shared Text labels are locked, and inside each email the Subject and Main text are locked too. A Sender email address not verified banner explains this.

To edit them, switch to Your own email address and authenticate your domain (or keep using an address you already confirmed). Everything unlocks as soon as the sender is verified.

Where customer replies go

When a customer replies to one of these emails, the reply goes to your store's customer contact email in Shopify, whichever sender you use. Staff notifications are sent to that same address.

Which addresses you can use

The address has to be on a domain connected to this store, because that is the only domain whose DNS you can prove you control. You type the part before the @ in Sender email address, and the domain is filled in for you. If your store has more than one domain connected, pick which one from the list beside it.

If your store still only has its .myshopify.com address, Your own email address is shown but cannot be selected. Shopify owns that domain, so there is no DNS for you to add records to. Connect your own domain in your Shopify settings under Domains, then come back and the option becomes available.

A mailbox provider such as Gmail or Outlook cannot be used either, for the same reason: you cannot add DNS records to it.

Sending from your own domain

To send from your own address, your domain needs email authentication records in its DNS, so inboxes can prove the emails really come from you. Without them your emails are signed by our mail servers instead of yours (some inboxes then show them as sent "via amazonses.com"), which is what sends them to spam, and a domain that publishes a strict DMARC policy will junk or reject them outright.

Saving the address is all it takes to start. Choose Your own email address, enter it, and save. We prepare your domain and take you straight to the DNS records on the Sender domain page. Then:

1. Log in to the provider your domain is registered with and open its DNS settings.
2. Add every record listed, leaving the records you already have in place. Each row has a copy button for the name and the value.
3. Click I updated the DNS records. We keep checking every few seconds while you stay on the page. A record gets a green tick as soon as we can see it in your DNS, and the domain shows Authenticated once the inbox providers confirm it. That usually happens within an hour and can take up to 72 hours.

The records you will be asked for:

• Three CNAME records whose names end in _domainkey. These sign every email you send, so inboxes can verify it came from your domain.
• One MX record on a bounce subdomain. This collects bounce and complaint reports on your own domain. It is the only record that carries a priority number, see below.
• One TXT record on the same bounce subdomain, the SPF record, which authorises our servers to send on your behalf. It goes on the bounce subdomain, not on your domain itself, so the SPF record your domain already has stays exactly as it is, see below.
• One TXT record on _dmarc, shown only when your domain has no DMARC policy yet. This one is recommended rather than required, and it tells inboxes what to do with emails that fail the checks above.

Once the domain shows Authenticated, any address on that domain works as a sender straight away.

Use Remove domain if you decide not to send from your own domain after all. That also switches you back to the Supr sender, so your emails keep going out.

The MX record and its priority

An MX record carries two things: a priority number and the mail server it points at. The app prints them the way the record is written, with the priority highlighted so you can tell the two apart. Hover it and it explains itself.

Most DNS providers give the priority a field of its own, sometimes labelled Preference. If yours does, put 10 in that field and only feedback-smtp.eu-west-1.amazonses.com in the value. Pasting the whole thing into the value field is rejected, usually with a message about an invalid mail server.

A few providers ask for the whole record on a single line instead. Those take it exactly as the app shows it, priority first.

If you already have an SPF record

Leave it as it is. A name may carry only one SPF record, and if you send through Google Workspace, Microsoft 365 or a marketing tool, your domain already has one. Ours does not go there, so there is nothing to merge and nothing to edit.

Our SPF record goes on the bounce subdomain instead, for example:

That is where it counts. Inboxes check SPF against the address bounces return to, which for our emails is bounce.yourstore.com, not your domain itself. A record on your domain itself, even one that includes amazonses.com, never authorises our emails. If you added our include to your domain's SPF record earlier, it does no harm and you can leave it.

In the rare case that the bounce subdomain already has an SPF record of its own, the page shows an Update these existing records step, with its current value beside the new one. Every sender it already lists is kept, with ours added. Copy the new value and replace the old one at your DNS provider.

The bounce subdomain

Bounce and complaint reports are collected on a subdomain of your own domain, normally bounce.yourstore.com. We check your DNS first and pick a name that is free, so if you already use bounce for something else we use a different one automatically.

A name is only unusable when it already has an MX record or a CNAME, because neither can coexist with ours. Other records on that name are no problem and we will happily share it with them.

The Bounce subdomain field sits under the records on the DNS step. If you need a specific name, type it there and click Update. Your signing records do not change, only the MX and SPF rows, which move to the new name.

If the domain stays on Pending or shows Failed

First check which records we can see. The first column of the records table shows the status of each record: a green tick means we can see that record in your DNS, a warning sign means a different value is published there (hover it to see the value we found), and an empty dashed circle means it is not visible yet. Every name and value is shown in full, with a copy button next to it.

If the domain shows Verification expired, the check ran out of time. Our mail service only looks for the records for about 72 hours after you save the address. If they were not all live by then, it stops checking and does not start again on its own, even once the records are right. Click Restart verification on the sender domain page. That starts a fresh check with three new CNAME records: replace the old CNAME records at your DNS provider with the new ones (the page lists the old names to delete). The MX and TXT records on your bounce subdomain stay exactly as they are. If the page says the domain is shared with another store, or it still does not reach Authenticated after a restart, contact support with a screenshot of your DNS records and we will check it for you.

If you already confirmed a single address

Confirming one address by clicking a link in an email is being retired. It was never enough on its own: emails still went out signed by our mail servers rather than by your domain, so inbox providers could not tell them apart from a forgery.

If your store already sends from a confirmed address, nothing changes and your emails keep going out. You will see a note recommending that you authenticate the domain, and an Authenticate domain button that starts it.

Your confirmed address keeps working the whole way through: nothing is removed while you are adding the DNS records, and your emails carry on sending from it. Once the domain is authenticated it takes over the signing, and the old single-address confirmation is tidied away, because leaving both in place would keep your emails signed by our mail servers instead of your domain.

Customize branding and labels

From Supr Bundles & Subscriptions > Settings > Notifications > Customer notifications > Customize email templates, you can adjust the look and common wording used across all emails. All emails share one layout: you change its branding and wording, not its structure.

• Logo: upload your logo and set the Logo size. Needs a verified sender.
• Colors: choose the Accent color.
• Font: pick a preferred font.
• Text: reword the labels shared by every email, such as the Manage subscription button or the Update payment method button. Needs a verified sender. Editing these is recommended if your store's main language is not English.

You can change what a button says, but not where it leads.

Customer email templates

These emails go to your subscribers. Go to Settings > Notifications > Customer notifications to switch each one on or off with its toggle, or click one to edit its wording.

• Subscription started: sent when a subscription is started.
• Subscription paused: sent when a subscription is paused.
• Subscription restarted: sent when a subscription is reactivated.
• Subscription cancelled: sent when a subscription is cancelled.
• Subscription renewal failed (customer issue): sent when a renewal payment fails because of a customer problem, such as an expired card.
• Subscription renewal failed (merchant issue): sent when a renewal cannot be processed because of a store-side issue.
• Subscription failed: sent when a subscription fails.
• Subscription renewed: sent when a renewal order is successfully processed.
• Subscription contract updated: sent when a subscription is changed, for example products or quantities added, removed or swapped.
• Next billing date changed: sent when the next billing date is updated.
• Subscription out of stock: sent when a subscription cannot be renewed because a product is out of stock.
• Subscription price updated: sent when a subscription price is updated automatically (prices are not updated automatically unless you turn that on in Billing and renewals settings).
• Subscription auto-cancelled: sent when a paused subscription is cancelled automatically after its pause limit.
• Customer portal login link: sent when a customer asks for a login link to the legacy online store subscription portal. It has no toggle.
• Quick subscribe invitation: sent when you email a quick subscribe link to a customer. It has no toggle, because it only goes out when you send it.
• Upcoming subscription renewal: the reminder before each charge, in its own card, see below.

To send one change without an email (for example to pause a subscription quietly), turn that email off, make the change, then turn it back on. The toggles apply to your whole store. Your own Paused subscription and Cancelled subscription staff notifications still go out if they are on.

Upcoming renewal reminders and lead time

Upcoming subscription renewal reminds the customer before each renewal charge, with a link to manage their subscription. It has its own card on Customer notifications, with an on/off toggle and an Email reminder lead time setting: 1 day, 2 days, 3 days, 4 days, 1 week, 2 weeks or 1 month before the renewal. The default is 1 day.

Skip this order link. Tick Add a Skip this order link on the same card to put a Skip this order link under the reminder's button. It is off unless you turn it on, so customers can still skip from the portal without the reminder offering it. It needs Skip next order turned on under Settings > Customer portal; until then the checkbox is greyed out. It opens a page in the customer's portal, after they sign in, that asks them to confirm skipping that renewal; opening the link changes nothing by itself. The link only works for the renewal the email was about, and stops working once that order is skipped, moved or placed. It is shown with the new customer portal only. Reword it as Skip this order link (renewal reminder) under Customize email templates, and translate it like the other labels.

The lead time is one setting for your whole store. It cannot differ per offer, subscription option or delivery frequency, and the reminder cannot be limited to some subscriptions. If a law requires a longer notice for some of your subscriptions (for example yearly ones), set the lead time to the longest notice you need.

Pause and cancellation flow emails

The Pause and cancellation flow emails card on Customer notifications lists Pause reminder, Win-back incentive, Auto-resume warning, Subscription auto-resumed and Cancellation win-back (14 days), (30 days) and (60 days). These are sent only when a customer goes through one of your pause or cancellation flows, and only for the steps you switched on in that flow, so they are turned on and off from the flow itself under Grow. Click one here to edit its wording. See Cancellation and pause flows.

Customize customer email text

Click an email on Customer notifications to edit its Subject and Main text. Variables like {{ shop_link }} and {{ next_billing_date }} insert dynamic information. The Preview updates as you type so you can see the final email design. Save with the save bar at the top.

• Subject and Main text can only be edited once you send from your own, verified address (see What the Supr sender can and cannot change).
• Tick Email me a copy to receive the same email at your store's contact address whenever a customer gets it. On Subscription paused and Subscription cancelled this box is the same setting as the Paused subscription and Cancelled subscription staff notifications: ticking it turns the staff notification on, and you get the staff email instead of a copy, even when the customer email is off (see Staff email templates).
• Click Send test to send the email to your store's email address, shown in the window before you send.

To translate these emails into your store's other languages, use Translations (the Notifications translation group).

Staff email templates

Staff notifications are emails to you and your team. They are sent to your store's customer contact email in Shopify. Go to Settings > Notifications > Staff notifications to switch each one on or off.

• New subscription: sent when a customer starts a new subscription.
• Paused subscription: sent whenever a subscription is paused.
• Cancelled subscription: sent whenever a subscription is cancelled, including when a paused subscription is cancelled automatically after its pause limit.
• Failed subscription renewal (customer issue): sent when a renewal fails because of a customer issue.
• Failed subscription renewal (merchant issue): sent when a renewal fails because of a store-side issue.
• Failed subscription: sent when a subscription fails.
• Subscription out of stock: sent when a subscription cannot be renewed because a product is out of stock.

Paused subscription and Cancelled subscription go out whoever made the change: the customer in the customer portal or through a pause or cancellation flow, you from the subscription page or a bulk action, an app using the API, or your dunning settings pausing a subscription after failed payments. Each one is the same setting as Email me a copy on the matching customer email, so switching either on or off changes both, and you get one email per pause or cancellation. They are sent even when the customer email is turned off. The only exception is a bulk change made with Send a notification to the customer unticked, which sends no email to anyone.

For a longer view of what will ship, use the Inventory planner.

Common questions

• Why can't I edit the email text or upload a logo?

You are sending from the Supr address. Switch to Your own email address and authenticate your domain, and the Subject, Main text, logo and labels unlock.

• Do customers get an email before they are charged?

Yes, Upcoming subscription renewal, as long as its toggle is on. Set how far ahead with Email reminder lead time.

• Can the reminder go out a different number of days before renewal for each offer?

No, the lead time applies to your whole store. Pick the longest notice you need. You can also suggest it on the Feature requests page, see Requesting a new feature.

• If a customer replies to a subscription email, does it reach us?

Yes. Replies go to your store's customer contact email in Shopify.

• Can I get an email for every new, paused or cancelled subscription?

Yes. Turn those on under Staff notifications. For paused and cancelled subscriptions, that is the same setting as Email me a copy on Subscription paused and Subscription cancelled, so turning on either one is enough. To receive a copy of any other customer email, tick Email me a copy on that email.

• Can I get a heads-up before subscriptions renew, so I can prepare the orders?

Use the Inventory planner to see the units you need for the days ahead.

• How do I change a subscription without the customer getting an email?

Turn that email off on Customer notifications, make the change, and turn it back on.

• Can I change the colours and fonts of the emails?

Yes, the accent colour and the font on Customize email templates. There is one layout for all emails.

• I reinstalled the app and my emails come from Supr again.

If the app was uninstalled for more than about two days, your sender address was cleared. Choose Your own email address, enter it again and save, then follow the Sender domain page if it shows records to add.

• My sender domain shows Failed, or stays on Pending, although my DNS records are correct.

The check expired before the records went live. Click Restart verification and replace the three CNAME records with the new ones, see If the domain stays on Pending or shows Failed.

• My emails go to spam or show "via amazonses.com".

Authenticate your domain, see Sending from your own domain and Subscription emails going to spam or not being received.

Related guides

• Subscription emails going to spam or not being received
• Dunning Settings
• Understanding billing attempt failures
• Translations
• How to Change/Translate Main Language Texts

Updated on: 10/05/2026