How to identify purchase emails and payment reminders
A purchase can produce messages from both the platform and the gateway. To investigate repeated emails or unexpected reminders, start with subject, sender and time. This helps avoid changing the wrong template.
You need permission to view and manage this feature on your platform.
On the platform, open your profile picture and choose the administrative panel. Then follow: General → Email templates.
1Understand what can be edited
Email templates offers Boas-vindas (Welcome) and Convite (Invitation); these tab names remain Portuguese. Transactional purchase, password, billing and recovery emails are not edited here. The screenshot previews a welcome email, not a purchase confirmation.
2Identify the message type
In the default configuration, purchases use a confirmation subject and recovery uses “Falta concluir” (completion pending), with the payment term and platform name. Subjects can vary by configuration. New native-checkout buyers receive a purchase email; users created through an external integration may receive a welcome email. The purchase email’s access link lasts 7 days.
3Check reminder timing
Native recovery schedules pending Pix reminders after 20 minutes and one hour before expiry; boleto reminders the next day and the day before the due date; declined-card or abandoned-checkout reminders after 1 hour and 24 hours. There are at most two contacts per channel, subject to expiry and payment confirmation. Confirmed payment for the same product removes the buyer from the corresponding recovery flow.
Tip
If the buyer already paid, collect subject, sender, times, product and payment link. Gateway messages require checking that provider’s settings. For the access destination, read How to choose where buyers go after payment.
Frequently asked questions
Does changing my account language translate the template?
Do not assume so. The screenshot shows a localized editor with Portuguese template content. Interface language and configured email content are separate.