Emails we send

Avaloi sends email for the things a host should tell you about: your account, your plan and payments, your sites, your team, and support. Every message uses the same layout, has a plain text version, and works in light and dark mode. None of them contain tracking images.

Emails come from [email protected] and a reply to them is not read, except a support reply (it says so at the top). Write to [email protected] for help.

What you can turn off

Open Settings, then Notifications. Each category has an Email switch for you alone. Turning it off stops the optional emails in that category, and nothing else.

Some emails have no switch, because they protect your account or are a record of money:

• Anything about signing in and your security.
• Receipts, plan changes, cancellations, refunds, add-ons, and failed payments.
• Team invitations.

Every optional email ends with a link to the same settings page.

Account and security

These are always on.

Email	When you get it
Confirm your email address	You sign up, or ask for the link again. The link works for one hour.
Welcome to Avaloi	You confirm your address for the first time.
Reset your password	You ask to reset a password. The link works once.
You already have an account	Someone signs up with your address. Nothing changed.
Your sign-in code	You sign in with emailed codes, or turn emailed codes on.
Security change on your account	Your password changes or resets, two-factor turns on or off, recovery codes are made again, or a sign-in method is linked or removed.
New sign-in to your account	You sign in from a browser you have not used before.
A new API key was created	You make an API key. The key itself is never in the email.

The sign-in code email

The code is large and shown on its own line, with how long it lasts (10 minutes) and that it works once. The subject is always "Your Avaloi sign-in code" and never holds the code, so a lock screen or a watch does not show it. The email says Avaloi staff never ask for it, and tells you what to do if you did not ask: reset your password, which signs out every device.

If the email does not arrive, check your spam folder and ask for a new code. If our mail provider is down, the screen says it could not send the code, and you can ask again at once.

We never email recovery codes. Recovery codes are shown once when you make them.

Plan and payments

These are always on, and go to Owners, Admins, and Billing users.

Email	When you get it
Your plan is active	A plan starts, or a free trial begins. It shows the plan, price, how many sites it includes, the data center, and the next renewal.
Receipt for a payment	An invoice is paid. It links to the invoice and the PDF.
A payment did not go through	A card charge fails. It says how long you have before sites go read-only.
Your plan renews soon	A yearly plan renews in seven days, or a 3 year plan renews in 30 days and again in seven. Monthly plans do not get a reminder.
Your plan changed	You move to another plan.
Your plan is canceled	You cancel a plan, or it is set to end at the close of the period.
Your card is about to expire	The card on file has 30 days left, and again at 7 days.
A refund was issued	We refund a payment. A goodwill refund on an annual or 3 year plan says it is a one-time courtesy.
An add-on was added, An add-on was removed	You buy or remove an add-on.
You earned a referral reward	A friend you referred pays. This one follows your Billing switch.
Billing notices	The second payment reminder, read-only and suspension warnings, a payment restored, and similar.

Sites

These follow your Site status, Backups, Domains, and Usage switches.

Email	When you get it
Your site is ready	A new site finishes setting up. It has the temporary address and how to log in: open the site in your dashboard and choose Log in to WordPress. No password is ever emailed.
A site could not be created	Setting up a new site fails. Nothing is charged for the site.
A site was deleted	Someone deletes a site. It goes to Owners and Admins.
A backup failed	A scheduled or manual backup fails after every retry. Your earlier backups are not affected.
A domain is connected	A domain is verified and attached to a site.
A domain has a problem	Attaching or verifying a domain fails. It says what we found.
SSL is active on a domain	You choose Refresh SSL and the certificate is issued.
SSL is failing on a domain	A certificate cannot be issued or renewed.
A certificate expires soon	A certificate you uploaded is 30, 14, or 7 days from its end, and again when it has ended.
You are near a usage limit	Visits, disk space, or bandwidth reach 80 percent of your plan (90 percent for disk), then 100 percent.
A PHP version is reaching end of life	A site runs a PHP version about 60 days before its security support ends, and again when it has ended. Sites with the automatic end of life upgrade on are left out.
Where your sites run	A new data center opens for a site because the one you picked was full. This goes to Owners.

Team

Email	When you get it
You are invited to a team	Someone invites you. It holds a single use code that lasts seven days. Always on.
Someone joined your team	An invitation is accepted. It goes to Owners and Admins.
Your role changed	Your role on a team changes.

Support and migrations

These follow your Support switch.

Email	When you get it
We got your message	You start a support chat or write to support and a person will answer. It holds your ticket number.
The Avaloi team replied	Support replies to your ticket. When the email says so, you can reply to it to answer.
A ticket changed status	A ticket is resolved, closed, or reopened.
A site migration moved forward	A migration is queued, started, ready for review, complete, needs your input, cancelled, or failed.
Avaloi support worked on your account	Support verifies your identity, or finishes working on your account. Always on.

When an email does not arrive

1. Check spam, and search for avaloi.com.
2. Make sure the address on your account is right under Settings, User.
3. For an optional email, check the switch under Settings, Notifications.
4. Write to support with the time you expected it, and we will check.

We keep a copy of each message for two weeks (a month if it could not be sent), so we can check. We never keep a sign-in code, a reset link, or a verification link: those go straight to the mail provider.

Not yet

• A weekly digest of site activity.
• Email for a change of the address on your account. The notice to the old address is ready, and goes out when changing the address is added.
• Email in languages other than English.
• A choice of which team members get which email within a category.