I'm not receiving emails or notifications from the platform — what do I do?
See which emails the platform actually sends and to which address, how to check your login email, and where to find order notifications inside the dashboard.
In this article
If you're waiting for an email from the platform that never arrives — a password reset link, a new-order alert or a subscription confirmation — go through these steps in order. Most cases are solved by the first two.
1. Look in Spam and other tabs
- Open your Spam (junk) folder, and if you use Gmail also check the "Promotions" and "Updates" tabs.
- Search your mailbox for
elmatajer. - If you find the message in Spam, mark it as "Not spam" so future messages reach your inbox.
2. Make sure you're checking the right address
All platform emails to you go to your login email — the address you use to sign in to the dashboard — not to the store email your customers see on your contact page.
- Open "Profile" from the side menu.
- Look at the "Login email" field.
- To change it, type the new address and click "Save changes". A 6-digit code is sent to the new address; enter it in the "Verify new email" window. The code is valid for 10 minutes.
3. Know what the platform actually sends
| When it is sent | |
|---|---|
| Activation code («رمز تفعيل حسابك») | After sign-up. If it doesn't arrive, just sign in with email and password — the code isn't required. |
| Password reset link | When you click "Forgot password?". Valid for 30 minutes, and sent to store owners only (not team members). |
| Email-change code («تأكيد تغيير البريد الإلكتروني») | When you change your login email; it goes to the new address. |
| New order alert | For every new order in your store. |
| Customer messages | When a customer writes through your store's contact page. |
| Trial reminders | 7, 3 and 1 day before your free trial ends, and on the day it ends. |
| Subscription payment approved or rejected | After your receipt is reviewed: "Your … subscription is now active" or "Payment not confirmed". |
Note: the platform does not send marketing emails to your customers. A customer receives an email with their order details and order-status updates at the address they entered when ordering — if a customer says nothing arrived, ask them to check Spam and the address they typed.
4. Don't rely on email alone: dashboard notifications
- The notifications bell at the top of the dashboard shows new orders ("New order #…"), customer messages and platform announcements.
- All notifications are in the "Notifications inbox" under the side menu → "Notifications". Opening the inbox marks everything as read.
- While the dashboard is open, it checks for new orders every few seconds. If there's an alert sound, some browsers block it until you click anywhere on the page.
- Team members: order and customer-message notifications go to the store owner, so they don't appear in a team member's bell. Team members should follow orders from the Orders page itself.
Still nothing arriving?
Write to us from the contact page with your login email, the type of email you're waiting for, and roughly when it should have arrived.
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