Subscription Emails
Automatic emails that keep customers informed about their subscription — from the welcome message to renewals, payments, and cancellations.
On this page
Where to find it: SubscriptionFlow → Email Center → Subscription (customer emails) and → Admin (store‑owner copies).
What this does
Each of these emails is sent automatically when the matching event happens in your store. Turn on the ones you want; edit the wording to match your voice.
Customer emails
| Sent when | |
|---|---|
| Subscription Created | A new subscription/license is created |
| Subscription Renewed | A subscription renews for another term |
| Payment Successful | A renewal payment is received |
| Payment Failed | A renewal payment could not be taken |
| Subscription Cancelled | A subscription is cancelled |
| Cancellation Scheduled | A subscription is set to end at the period’s end |
| Subscription Suspended | A subscription is put on hold |
| Subscription Reactivated | A held/cancelled subscription becomes active again |
| Subscription Expired | A subscription reaches its end and expires |
| Grace Period Started | Auto‑renewal failed and a short grace window begins |
Administrator emails
| Sent when | |
|---|---|
| New Subscription (admin) | Any new subscription is created |
| Subscription Cancelled (admin) | Any subscription is cancelled |
| Subscription Expired (admin) | Any subscription expires |
| Payment Failed (admin) | Any renewal payment fails |
How to use it
- SubscriptionFlow → Email Center → Subscription.
- Click Edit on, say, Payment Failed.
- Enable Send this email.
- Personalise the body — e.g. “Hi {customer_first_name}, we couldn’t process your payment for your {plan} plan…”.
- Preview, Send test, then Save Email.
- Repeat for other emails (and their Admin copies under the Admin tab).
Common placeholders here: {customer_first_name}, {plan}, {status}, {expires_at}, {dashboard_url}, and (for payment emails) {order_id}, {order_total}. See the Placeholder Reference.
Tips & Best Practices
-
Payment Failed is the highest‑value email — enable it first; it recovers revenue.
-
Attach the invoice to Payment Successful. In that template’s editor, tick Attach the PDF invoice to send customers their invoice automatically with the payment confirmation.
-
Pair customer + admin emails for cancellations and failures so you’re informed too.
-
Link to the dashboard with
{dashboard_url}so customers can fix payment details in one click. -
Keep subjects short and clear — they’re what customers see first.
Frequently Asked Questions
Do these require Pro?
Yes — the Email Center is a Pro feature, so all subscription emails require an active Pro license.
What’s the difference between “Cancelled” and “Cancellation Scheduled”?
Cancelled fires when access ends immediately; Cancellation Scheduled fires when a subscription is set to stop at the end of the paid term (the customer keeps access until then).
Why didn’t a renewal email send?
Check it’s enabled and look in Logs. Renewal/payment emails depend on the corresponding renewal event occurring.
Can I stop emailing the admin?
Yes — leave the Admin‑tab templates disabled, or point them elsewhere via your site’s admin email.
Related Features
- Email Center Overview
- Retention Emails — reminders & win‑back
- Email Logs
- Automatic Renewals
- Cancellations
Was this article helpful?
Something missing or unclear? Tell the @Rank support team and we will fix the page.
For product help beyond the documentation, visit at-rank.com.