Custom Emails

Custom Emails permit customers to be sent an automatic personalized email with a custom message and take advantage of additional sales opportunities through membership sign up and cancellation activity. The personalization options provide customization features that include customer name, address, username /password, account number, Subscription ID's, company and product information, pricing, decline reasons, and much more.

Custom Emails permit the creation of Approval, Denial, Cancel, Failed, Expire Single, and Expire Recurring emails using customizable templates provided by CCBill.

All merchant email for the subaccount will be sent to this address. Merchant email can be sent to more than one location by separating email addresses with commas (e.g.,,, etc.).

Email Types

  • Approval Email. For customers who had their payment approved.
  • Denial Email. For customers who had their payment declined.
  • Cancel Email. For customers who have cancelled their membership.
  • Failed Email. For customers whose payments have failed to rebill.
  • Expire Single Email. Notifies the customer when their subscription access is about to expire.
  • Expire Recurring Email. Notifies the customer when their recurring billing subscription access is about to expire.


Click Default or Custom to view the modification history of that email type. Click Close to return.

Suspending Emails

Merchant emails are sent to you (the merchant), whereas Consumer emails are sent to your customers. When you suspend Custom Approval, Denial, Failed, Expire Single, or Expire Recurring emails, they are stopped. When you suspend a Custom Cancellation Email, CCBill will automatically send out a default email. Cancellation emails cannot be stopped.
To suspend Merchant or Customer Emails, click the envelope icon, it will display a circled-out envelope indicating that emails have been suspended. Keep in mind that you may have data in any or all of the Custom Customer emails. If you want to suspend the email, be sure to delete all data in each type of Email format, for instance: text and HTML.
To enable Merchant or Customer Emails to click the circled-out envelope icon, it will display the envelope icon indicating that emails have been enabled.
NOTE: If emails have not been suspended, this is the default state of the system. Both you and your customer will receive Approval, Denial, Failed, Canceled, Expired Single, and Expired Recurring emails.


Click Preview to view the email base that will be sent.

Customize Emails

Although the CCBill default email template will be functional for most users, it may be modified by clicking Customize which will open a new editing window. Once the customize option has been selected the menu selection will change to Edit/Default. At any time in the future, click Edit to make changes to your template, or Default to return to the CCBill template.

Use the following step-by-step guide to set up a custom email:

  1. This step applies to Text emails ONLY. Skip this step if you selected an HTML email. Use the From Text Box to type in the senders email address. Use the Subject Text Box to type a title or topic for the email.
    • From – The email address of the sender.
    • Subject – The subject or topic of the message.

Merchants with appropriate permission can edit the From and Subject fields when creating customer text emails; HTML emails are locked and the data in the fields cannot be modified. If you require the ability to modify the From and Subject text for Customer emails, please contact Merchant Support at

  1. Use the pull-down menu to select Format:
    • TEXT & HTML – A text and HTML based format of the email. Go to Step 3.
    • TEXT Only – A text based format of the email. Go to Step 4.
  2. If using the HTML editor, after modifications are complete, click the blue arrow button to automatically convert the HTML to text.
  3. The converted text may be viewed in the Text section where additional edits may be made. Continue with Step 5.
  4. Edit text directly in this section and continue with Step 5.
  5. Use the BCC (Blind Carbon Copy) field to type in email addresses that will not be visible to others receiving a copy of the email.
    • To add an email address, type it into the first box and click Add Email, the address will be added to the list.
    • To remove an address, select it and click Remove Email.
  6. On completion, click Save to keep the email message for use again, or Cancel to return to Custom Emails.