Emails we send you
On this page
We send only what helps you run your account. Each email below is sent once for the event it is about. If something goes wrong on our side and a message is held back, it goes out later; it is never sent twice.
When each email is sent#
| When | |
|---|---|
| Confirm your address, password reset | When you ask for it. Links work for a short time. |
| Welcome | Right after you confirm your address. |
| Your trial has started | A few minutes later: when the trial ends and what happens then. |
| Ready to add your first site? | Once, if you have no site 24 hours after signing up. |
| Your first translation is live | Once, when you publish for the first time. |
| Trial ends in 3 days, trial ended | Before and after the 14 days. They explain the fall back to the Free plan. |
| Receipt | When a payment succeeds, with a link to the receipt. |
| Payment failed, then reminders | On the day, after 3 days, after 7 days and on the last day of the 14-day grace period. |
| Plan changed, subscription ended | When it happens. The "ended" email says what stays live and how to export. |
| Usage at 80 % and at 100 % | When your site reaches them. At 100 % the email says new text is waiting for capacity; nothing is lost. |
| A site's status changed | If a plan lapses, you take a site offline yourself, or our team pauses it. One email per site and reason a month. |
| Security notices | A password or sign-in email change, two-factor changes, a recovery code used. |
| New sign-in | When you sign in from a browser, device or network we have not seen before (never for your very first sign-in). It has a This was not me button. At most three a day. |
| A translation is waiting for capacity | Once per job, when a translation has waited for more than 2 hours. Nothing is lost; it starts by itself. You can switch this off. |
| Daily summary | Only if you turn it on (off by default): one email a day with what is new in your dashboard notifications, and only on days something happened. |
| Business enquiry confirmation | After you send the Talk to us form on the pricing page. |
| Account deleted | When the deletion is done. |
Your language#
Emails use the language you picked in the dashboard (the language menu). If you never picked one, we use the language of your browser when you signed up, and otherwise English. Mail is written in English, German, Spanish, French, Brazilian Portuguese, Japanese, Arabic and Hebrew; a few less common emails (such as team invitations) may still arrive in English.
What you can switch off#
The "add your first site" and "first translation" emails and the daily summary have an unsubscribe link at the bottom. On the Account page of the dashboard, under E-mail notifications, you can turn the daily summary on or off and switch off the "a translation is waiting" email. These choices are yours alone; they do not change anyone else's.
Emails about security, payments, your plan, your usage and your account are not optional, because they protect you and your sites. Payment problems are always emailed to the account owner.
"This was not me"#
The new sign-in email recognises a browser by its type (for example Firefox on Windows), its operating system and the rough area of its internet connection. We keep only a scrambled fingerprint of that, never your address or the browser text, and we forget old ones. The This was not me button opens a page where you choose a new password; choosing it signs every device out. The link works once and for 24 hours.
Where the links go#
Every link points to our own site. We never ask for your password or card in an email.
If an email does not arrive#
Look in your spam folder, then ask for it again from the page you were on. Still nothing? Use Help and contact in the dashboard. See Contact support.