Notifications overview
Automated notifications are sent by GoCardless following one of several key events or actions taking place.
Payout notification emails can only be sent to one email address, by default this is the first administrator of the account. If you wish, you can register a different email address to receive these via the Billing contact details field within the company details section of your settings area. Payout notifications will always be sent and can’t be unsubscribed from.
All other notification emails can be sent to multiple users on an account and the user themselves would manage which notifications they choose to receive via their user settings on their account.
Please note:
The information shown here assumes that:
GoCardless is responsible for all notifications (this is the case for all GoCardless users except for customers on Advanced or Pro plans using the add-on feature Custom checkout experience and payer notifications and customers using Partners who have custom notifications enabled).
The User (merchants only) has not deselected the option to receive new customer emails or failure alerts (please see here for more information).
-
List of notifications a merchant receives
-
List of notifications a customer receives
-
What languages can my customers receive these notifications in?
Types of notifications a merchant receives:
By default, merchants receive an email notification for the following actions:
-
A new customer completes authorisation (general, paylink, or plan)
-
A customer’s payment fails, is cancelled or charged back
-
A customer’s mandate is cancelled, fails or expires
-
A created payment exceeds the transaction limit
-
Each day a payout is due
You find a detailed list of notifications you may receive in this article.
Not receiving notifications?
For billing emails (where payout notifications are sent):
These emails are sent to the Billing Contact that you have set in your dashboard. You can check with Billing address you’ve chosen by following these steps:
- Click on Settings and then Account Settings
- Next, click on Edit account details
- Next, click on Account details in the top right of the onboarding screen and select Contact details.
- You will be able to see and update the email address under Business contact details.
For all other notification emails:
These notifications can be adjusted for your User account. You would need to log in with your email address and go to Settings and click on User settings. Next, scroll down to Email notifications. There you can check the boxes in order to start/stop receiving emails regarding payment failures, chargebacks, or cancelled mandates.
If you are still not receiving emails, please raise a ticket with our support team so we can look into this for you.
Types of notifications a customer receives:
Customers will receive an email notification in the following situations:
-
When they authorise a Direct Debit
-
If their mandate requires multiple signatures
-
When they authorise or are assigned to a subscription/plan
-
When their existing subscription is changed or finishes
- Advance notice of one-off payments
-
When a payment of theirs fails, is retried, cancelled or refunded
-
When their mandate is cancelled, fails, expires or is reinstated
You find a detailed list of notifications you may receive in this article.
Customer not receiving notifications?
If a customer is not receiving email notifications, we would first advise you to check if we have the correct email address for this customer.
You can view the customer's email address by locating the customer on the dashboard and checking the email address under Details. To update the email address simply click on the three dots in the top right corner and select Edit.
If the email address is correct and your customer is still not receiving email notifications please raise a ticket with our support team so we can look into this further.
What languages can my customers receive these notifications in?
The language that your customers receive notification in is defined by their web browser. Customers can receive emails in the following languages:
| LANGUAGE CODE | LANGUAGE |
|---|---|
|
da |
Danish |
|
de |
German |
|
en |
English |
|
es |
Spanish |
|
fr |
French |
|
it |
Italian |
|
nl |
Dutch |
|
nb |
Norwegian Bokmal |
|
pt |
Portuguese |
|
sl |
Slovenian |
|
sv |
Swedish |
Types of notifications partners receive:
Partners will receive an email notification in the following situations:
- During the application build phase
- Each day a payout is due
You find a detailed list of notifications you may receive in this article.