Custom Emails


CCBill’s system sends automated emails to your customers when they place an order, subscribe, cancel, upgrade, or if the status of their subscription changes.

At the same time, merchants also receive event-driven emails from CCBill to inform them about transactions that occurred on their merchant account.

Merchants can use the Custom Emails feature to personalize these automated emails with a custom message and take advantage of additional sales opportunities, mitigate cancellations, or supercharge promotional activities.

How to Access Custom Emails?

Emails are configured and customized on the subaccount level.

The Custom Emails settings for subaccount 0000 are the default setting for newly created subaccounts.

To access the Custom Emails menu for a specific subaccount:

1. Access the CCBill Admin.

2. Select Account Info.

3. Click Sub Account Admin.

Access Custom Emails feature in the CCBill Admin.

4. Select a subaccount for which you would like to customize emails.

Select subaccount in the CCBill Admin.

5. Click Custom Emails.

The Custom Emails feature in the CCBill Admin.

You now have access to the Custom Emails menu for the selected subaccount.

Set Merchant Email Address

To define the email address or addresses for receiving notifications from CCBill’s system:

1. Enter an email address in the Email for Subscription Notification field. You can add multiple email addresses by separating them with commas (i.e.,,

2. Click Submit.

Set merchant email address for custom emails.

Customizing Emails

By clicking Customize, you can modify default templates for each Consumer and Client (Merchant) email type.

The Customize option in the Custom Emails feature.

The available templates and the guides for customizing them are listed below. Click on the links for detailed instructions.

ApprovalConfirms the transaction was successful and contains basic customer and website information.ApprovalConfirms the transaction was successful and contains basic customer information, including the Subscription ID.
DenialInforms the customer that the transaction could not be processed.DenialNotifies the merchant that the transaction could not be processed and the reason for the decline.
CancelConfirms that the customer canceled a subscription and specifies the cancellation date.CancelInforms the merchant that a subscription was canceled and will be inactive the following billing period.
FailedInforms the customer that the subscription failed to renew and that their membership is inactive.FailedNotifies the merchant that a subscription has failed to renew.
ExpireSingleInforms the customer that their access is going to expire End of Day (EOD).ExpireSingleInforms the merchant that a non-recurring subscription has expired.
ExpireRecurringNotifies the customer that their recurring subscription and access is going to expire End of Day.ExpireRecurringNotifies the merchant that a recurring subscription has expired.
AffiliateSaleInformed affiliates that a consumer they referred has signed up on the merchant’s website.AffiliateSaleInforms the merchant that an affiliate has successfully referred a sale.
LifetimeInforms customers that they have purchased open-ended access to the website for no additional cost, for as long as the site is active.LifetimeNotifies the merchant that a customer has purchased a lifetime subscription to their website.
UpgradeNotifies customers that their subscription has been upgraded to a new pricing plan, while their original subscription was canceled.UpgradeInforms the merchant that a customer has upgraded to a new pricing plan and that their original subscription was canceled.

Once the customize option has been selected, the menu selection will change to Edit/Default.

Edit customized email or return to default version.

You can click Edit to make changes to your template, or Default to return to the CCBill template.

Custom Email Options

Disable/Enable Emails

Consumer emails are sent to your customers, while Client emails are sent to you, the merchant.

Merchants who want to disable customer-facing (Consumer) emails need to submit a request to CCBill Merchant Support. The merchant must provide an example of an equivalent email they intend to send instead of the default CCBill email.

To disable merchant (Client) emails, click the envelope icon. It will display a crossed out envelope indicating that emails have been suspended.

Disable or enable Custom Email types.

To enable emails, click the crossed out envelope icon. It will change to display the envelope icon that indicates that emails have been enabled.

Change Log

Click Default or Custom to view the modification history of that email type for either Consumer or Client emails.

Custom Email action log.

The log provides information on the action that was taken and the date of the logged change.

Logged changes in the Custom Email feature.

Click Close to return to the Custom Emails menu.

Preview Emails

The Preview option allows merchants to view custom emails for each email type and make additional modifications if necessary.

Preview custom emails in the CCBill Admin.

An example of the email is displayed in a new browser window.

Custom email example in browser window.