help-center-cms

Blog

Migrating from Klaviyo
This guide walks you through migrating from Klaviyo to Sender, covering subscriber data, templates, automations, and domain setup.

Before You Start
- An active Sender account with access to the dashboard.
- Admin, Owner, or Analyst access to your Klaviyo account (required for exporting lists and segments).
- A list of what you plan to migrate: subscribers, templates, automations, signup forms, suppression lists, and sending domains.
- Exported files stored locally before importing into Sender — do not delete anything from Klaviyo until migration is fully tested.
- Recommended migration order: domains → subscribers and suppression lists → custom fields → templates → automations → forms → test → deactivate Klaviyo.
Migration Checklist

Subscribers — In Klaviyo, go to Audience → Lists & segments, click into each list, open the Manage list dropdown, and select Export list to CSV. In Sender, go to Subscribers → Add subscribers → Import from a file and upload the exported CSV file.

Custom fields — In Klaviyo, custom properties are included in your CSV export when you choose to export all properties. In Sender, go to Subscribers → Fields → Create new field to create matching custom fields before importing, so columns map correctly during the import process.

Tags and groups — Klaviyo uses lists and segments to organize contacts. In Sender, the equivalent is Groups. Go to Subscribers → Groups → Create new group to recreate your Klaviyo lists as groups. Assign subscribers to groups during import.

Email templates — In Klaviyo, go to Content → Templates, click the additional options menu next to a template, and select Export to download the HTML. In Sender, create a new campaign via Email campaigns → New campaign, choose the Custom HTML design type on the Design step, and paste the exported HTML into the code editor.

Automations — Klaviyo flows cannot be exported as files. Document the trigger, filters, timing, and email content for each flow. In Sender, go to Automations → Create new workflow to rebuild each automation from scratch.

Signup forms — Klaviyo forms cannot be exported. Note the form type (popup, embedded), fields collected, and connected list for each form. In Sender, go to Forms → Create a new form to recreate them as pop-ups or embedded forms.

Suppression lists (unsubscribes and bounces) — In Klaviyo, go to Audience → Profiles, click Suppressed Profiles in the upper right, then click Export CSV. Import this file into Sender with the correct unsubscribed status to protect your sender reputation.

Sending domain authentication — Klaviyo's DNS records will not work for Sender. In Sender, go to Account settings → Domains → Add domain and configure the new SPF, DKIM, and DMARC records that Sender provides in your domain's DNS settings.

Steps to Migrate Subscribers

Step 1 — Export your subscriber lists from Klaviyo

In Klaviyo, navigate to Audience → Lists & segments. Click into the list you want to export. Open the Manage list dropdown in the upper right and select Export list to CSV. Choose whether to export all properties or only specific ones. The export file will be available under Settings → Other → Downloads within a few minutes. Repeat this process for each list you want to migrate.

Step 2 — Prepare your file and create matching fields in Sender

Open your exported CSV file and review the column headers. In Sender, go to Subscribers → Fields and check that each column from your Klaviyo export has a matching field. If your Klaviyo data includes custom properties (such as company name or purchase date), click Create new field to add them before importing. Also go to Subscribers → Groups → Create new group to create groups that correspond to your Klaviyo lists.

Step 3 — Import subscribers into Sender

In Sender, go to Subscribers → Add subscribers → Import from a file. Drag and drop your CSV file or click Import file to upload it. Supported file types are .csv, .txt, and .xlsx with a maximum size of 64MB. On the next screen, map each column from your file to the corresponding field in Sender. Select the group to assign subscribers to, then confirm the import.

Step 4 — Import your suppression list

In Klaviyo, go to Audience → Profiles, click Suppressed Profiles, and click Export CSV. Import this file into Sender through Subscribers → Add subscribers → Import from a file. Ensure that unsubscribed and bounced contacts retain their suppressed status so Sender does not send emails to contacts who have opted out.

What Cannot Be Migrated

Campaign performance history — Open rates, click rates, send history, and revenue attribution data from Klaviyo cannot be transferred to Sender. Export and save any historical reports from Klaviyo's Analytics tab before deactivating your account. New performance data will begin tracking in Sender from your first send.

Flow and automation analytics — Performance data for individual Klaviyo flows (send counts, conversion data, revenue per flow) cannot be moved. Export flow analytics from Klaviyo before migration if you need to retain them for reference.

Form submission history — Klaviyo tracks form views, submissions, and conversion rates for each signup form. This data does not transfer. Your forms in Sender will start collecting fresh analytics from the moment they go live.

Segments with behavioral conditions — Klaviyo segments built on event-based conditions (such as purchase history, site activity, or email engagement) cannot be exported as dynamic segments. Export these as static CSV lists and import them as groups in Sender. Rebuild dynamic segments in Sender under Subscribers → Segments using Sender's segment conditions.

Klaviyo-specific integrations and tracking scripts — Direct integrations between Klaviyo and your ecommerce platform or other tools do not carry over. Set up new integrations in Sender. Remove Klaviyo's tracking snippets from your website after migration is complete.

Post-Migration Verification

Subscriber count match — Compare the total number of active subscribers in each Klaviyo list with the corresponding group in Sender under Subscribers → Groups. The Active count in Sender should match the count from your Klaviyo export.

Custom field mapping — Open several individual subscriber profiles in Sender by clicking on them under Subscribers. Verify that custom field values (such as first name, last name, and any custom properties) imported correctly and appear in the expected fields.

Suppression list accuracy — Confirm that unsubscribed and bounced contacts show the correct status in Sender. Filter subscribers by Email status on the Subscribers page to verify that suppressed contacts are not marked as active.

Domain authentication — Go to Account settings → Domains and confirm that your domain shows green checkmarks under Ownership confirmed and Authentication. Click Recheck DNS records if the status has not yet updated.

Test email delivery — Create a test campaign in Email campaigns → New campaign and send it to yourself using Send test email on the Design step. Verify the email arrives in your inbox, displays correctly, and that links and images work.

Automation trigger test — Activate one automation in Automations and trigger it with a test subscriber. Verify that the workflow fires correctly and the subscriber receives the expected email.

Form rendering — Publish a form from Forms, visit the page where it is embedded or triggered, and verify that it appears correctly and successfully adds a test subscriber to the assigned group in Sender.

Migration Tips

Migrate domains first — Verify your sending domain in Sender under Account settings → Domains before importing subscribers or sending any campaigns. DNS propagation can take up to 48 hours.

Export everything from Klaviyo before canceling — Download all lists, suppression lists, templates, and analytics reports before you downgrade or close your Klaviyo account. Once your account is closed, you may lose access to this data.

Import suppression lists early — Importing unsubscribed and bounced contacts into Sender before sending any campaigns prevents accidental sends to opted-out contacts and protects your sender reputation.

Test with a small group first — Before sending campaigns to your full list, send to a small test group to confirm that templates render correctly, personalization fields populate, and links work as expected.

Keep Klaviyo active during migration — Do not cancel your Klaviyo plan or delete flows and forms until you have fully tested your Sender setup and confirmed everything works.

Common Issues

Import fails or shows errors → This usually happens when the CSV file has formatting issues, such as extra commas, mismatched column counts, or encoding problems. Open the file in a text editor, remove any blank rows or special characters, save as UTF-8 encoded CSV, and try the import again.

Subscriber count is lower after import → Sender may deduplicate contacts based on email address. If the same email appeared in multiple Klaviyo lists, it will appear once in Sender. Duplicate emails within a single file are also merged. Check the import summary for skipped or duplicate entries.

Custom fields did not map correctly → If custom field data appears in the wrong column or is missing, the column headers in your CSV may not have matched the field names in Sender. Go to Subscribers → Fields, verify field names, and re-import the file with corrected column headers.

Domain authentication not passing → DNS record changes can take up to 48 hours to propagate. Verify that you added the correct SPF, DKIM, and DMARC records provided by Sender to your domain's DNS settings. Click Recheck DNS records under Account settings → Domains after allowing time for propagation.

Emails landing in spam after migration → A new sending platform means your domain is building reputation with a new sending infrastructure. Start by sending to your most engaged subscribers, gradually increase volume over several days, and ensure your domain authentication is fully verified.

FAQs

How long does migration typically take? This depends on the volume of data and the number of assets to recreate. Subscriber imports take minutes. Recreating templates, automations, and forms may take several hours to a few days depending on complexity. Plan ahead and test before deactivating Klaviyo.

Will I lose my email sending history? Campaign performance data (open rates, click rates, send history) from Klaviyo cannot be transferred to Sender. Export and save your historical reports from Klaviyo before migrating. New performance data will begin tracking in Sender from your first send.

Should I import unsubscribed contacts? Yes. Import your suppression list (unsubscribed and bounced contacts) into Sender with the correct status to avoid sending to contacts who have opted out. This protects your sender reputation and ensures compliance.

Do I need to re-verify my sending domain in Sender? Yes. Even if your domain was verified in Klaviyo, you need to add it in Sender under Account settings → Domains and configure the SPF, DKIM, and DMARC records that Sender provides. Klaviyo's DNS records will not work for Sender.

Can I keep both platforms running during migration? Yes. Keep Klaviyo active until you have fully tested your Sender setup — subscriber data, templates, automations, forms, and domain authentication. Only deactivate Klaviyo after verifying everything works in Sender.

Can I import my Klaviyo email templates directly into Sender? You can export the HTML of each template from Klaviyo under Content → Templates → additional options → Export. In Sender, create a campaign with the Custom HTML design type and paste the HTML code into the editor. Templates built with Klaviyo's drag-and-drop builder will need design adjustments, as Klaviyo-specific template syntax is not compatible with Sender's editor.

Can Sender's support team help with migration? Check Sender's support options for assisted migration services. Some plan tiers may include migration assistance. Contact Sender support with details about your source platform and the volume of data to discuss options.
April 20, 2026
Migrating from Mailchimp
This guide walks you through migrating from Mailchimp to Sender, covering subscriber data, templates, automations, and domain setup.

Before You Start
- An active Sender account with a verified email address.
- Admin or Manager-level access to your Mailchimp account (required for exporting audiences and generating API keys).
- A list of what you want to migrate: subscribers, tags/groups, email templates, automations, signup forms, suppression lists, and sending domains.
- A Mailchimp API key if you plan to use Sender's direct import feature (generated under Profile → Extras → API keys in Mailchimp).
- Recommended migration order: domains → subscribers → custom fields → templates → automations → forms → test → deactivate Mailchimp.
Migration Checklist

Subscribers — In Mailchimp, go to Audience → select your audience → Export audience → Export CSV to download your contacts. In Sender, go to Subscribers → Add subscribers and use either Import from a file or Import from Mailchimp (direct API import) to bring your contacts in.

Custom fields — Review the merge fields you use in Mailchimp (such as FNAME, LNAME, BIRTHDAY, or any custom merge tags). In Sender, go to Subscribers → Fields → Create new field to recreate any fields that do not already exist before importing subscribers. Sender includes Email, Phone number, First name, Last name, and Birthday by default.

Tags and groups — Mailchimp uses tags and groups to segment audiences. In Sender, the equivalent is Groups. Go to Subscribers → Groups → Create new group to set up your groups before importing. When importing via CSV, you can assign subscribers to a specific group during the import process.

Email templates — Mailchimp includes template HTML files when you export your account data via Account → Settings → Manage my data → Export Data. In Sender, go to Email campaigns → New campaign → proceed to the Design step and select Custom HTML email to paste your exported HTML code. Alternatively, rebuild your templates using Sender's Drag and drop builder.

Automations — Mailchimp automations (welcome sequences, abandoned cart, win-back flows) cannot be exported and must be recreated. In Sender, go to Automations → Create new workflow and choose from ready-made templates like Welcome, Abandoned cart recovery, Win-back customers, or Onboarding — or select Create from scratch.

Signup forms — Mailchimp signup forms and pop-ups cannot be exported. In Sender, go to Forms → Create a new form and choose between Pop-up or Embedded form types. Recreate your form fields, design, and connected subscriber groups manually.

Suppression lists (unsubscribes and bounces) — In Mailchimp, your audience export includes separate CSV files for subscribed, unsubscribed, non-subscribed, and cleaned contacts. Import unsubscribed and bounced contacts into Sender with their correct status to protect your sender reputation.

Sending domain authentication — In Sender, go to Account settings → Domains → Add domain and configure the SPF, DKIM, and DMARC DNS records Sender provides. Mailchimp's DNS records will not work for Sender — new records must be added to your domain's DNS settings.

Steps to Migrate Subscribers

Step 1 — Export your audience from Mailchimp

In Mailchimp, click Audience in the left navigation. If you have multiple audiences, click the Audience drop-down and select the one you want to export. Click Export audience. In the Export all contacts? pop-up, click Export CSV. Mailchimp will prepare a ZIP file containing separate CSV files for subscribed, unsubscribed, non-subscribed, and cleaned contacts. You will receive an email when the export is ready.

Step 2 — Prepare your file and create custom fields in Sender

Unzip the downloaded file and open the subscribed_contacts.csv in a spreadsheet application. Review the columns — these correspond to Mailchimp merge fields. In Sender, go to Subscribers → Fields and verify that matching fields exist. Click Create new field for any custom data columns (such as company name or address) that are not part of Sender's default fields: Email, Phone number, First name, Last name, and Birthday.

Step 3 — Import subscribers into Sender using a file

In Sender, go to Subscribers → Add subscribers → Import from a file. Drag and drop your CSV file or click Import file to upload it. Supported file types are .csv, .txt, and .xlsx with a maximum size of 64MB. After uploading, map the columns from your file to the corresponding fields in Sender. Select the group to add the subscribers to, then complete the import. Verify the subscriber count matches your exported file.

Step 4 — Alternative: Use Sender's direct Mailchimp import

Instead of a file upload, you can use Sender's built-in Mailchimp integration. In Sender, go to Subscribers → Add subscribers → Import from Mailchimp. To get your API key, go to Mailchimp and click your profile icon → Profile → Extras → API keys → Create A Key → Generate Key → Copy Key to Clipboard. Paste the API key into Sender and click Get lists. Select the audience lists you want to import.

Step 5 — Import your suppression list

Open the unsubscribed_contacts.csv and cleaned_contacts.csv files from your Mailchimp export. Import these into Sender via Subscribers → Add subscribers → Import from a file and ensure contacts are marked with the correct unsubscribed or bounced status. This prevents Sender from sending to contacts who previously opted out and protects your deliverability.

What Cannot Be Migrated

Campaign performance history — Open rates, click rates, send history, and campaign analytics from Mailchimp cannot be transferred to Sender. Export your Mailchimp reports before migrating by going to your profile icon → Account → Settings → Manage my data → Export Data and selecting Reports. Save these files for your records.

Automation analytics — Performance data tied to your Mailchimp automations (such as revenue attributed, conversion rates, and per-email open rates) does not carry over. Note your key metrics from Mailchimp before recreating automations in Sender. New analytics will begin tracking from the first send in Sender.

Form submission history — Historical data about who signed up through specific Mailchimp forms, including submission timestamps and source URLs, cannot be migrated. Sender will begin tracking form submissions from the point you publish new forms.

Mailchimp-specific features — Features unique to Mailchimp, such as Customer Journey Builder maps, postcards, social media ad campaigns, website/landing page builder content, and Content Studio assets, do not have a direct migration path. Evaluate which features have equivalents in Sender and recreate them where applicable.

Email template drag-and-drop designs — Templates built with Mailchimp's visual editor cannot be exported as editable design files. Only the final HTML output is available via account export. You can paste this HTML into Sender's Custom HTML email editor, but interactive editing will require rebuilding the template in Sender's Drag and drop builder.

Post-Migration Verification

Subscriber count — Compare the total number of active subscribers in Sender under Subscribers with the count from your Mailchimp audience export. The numbers should match. Check that unsubscribed and bounced contacts also imported with the correct status under Subscribers → Groups.

Domain authentication — In Sender, go to Account settings → Domains and confirm that your domain shows green checkmarks under Ownership confirmed and Authentication. If records are not verified, click Recheck DNS records after allowing time for DNS propagation (up to 48 hours).

Test email — Create a test campaign in Sender via Email campaigns → New campaign. Send it to an internal email address using Send test email in the design editor. Verify that the email arrives, renders correctly, and that the sender name, reply-to address, and unsubscribe link all function as expected.

Automation triggers — For each automation you recreated in Sender, trigger a test by adding a test subscriber or performing the trigger action (such as joining a group for a welcome sequence). Verify that the automation fires, emails are sent in the correct order, and delays between steps work as configured.

Form rendering — For each form recreated in Sender, preview it on your website or use Sender's built-in preview. Submit a test entry and confirm the subscriber appears in the correct group in Sender with the right field data populated.

Migration Tips

Migrate domains first — Set up and verify your sending domain in Sender under Account settings → Domains before importing subscribers or sending any campaigns. DNS propagation can take up to 48 hours, so starting early avoids delays.

Clean your list during migration — Use the migration as an opportunity to remove inactive or disengaged subscribers. Filter your Mailchimp export to exclude contacts who have not opened or clicked in the last 6–12 months before importing into Sender.

Map Mailchimp merge tags to Sender fields — Mailchimp uses merge tags like *|FNAME|* and *|BIRTHDAY|*, while Sender uses field codes like {{firstname}} and {{birthday}}. After importing, update any merge tags in your email templates to use Sender's field syntax.

Test automations before going live — After recreating automations in Sender, keep them in Draft status and trigger test runs before activating. This ensures triggers, delays, and email content all work as intended without affecting real subscribers.

Keep Mailchimp active during testing — Do not cancel your Mailchimp account until you have fully verified subscribers, domain authentication, templates, automations, and forms in Sender. Run both platforms in parallel during your testing period.

Common Issues

Subscriber count mismatch after import → Mailchimp exports separate files for subscribed, unsubscribed, non-subscribed, and cleaned contacts. If your total in Sender does not match, verify you imported the correct file (subscribed_contacts.csv for active subscribers) and check whether duplicate email addresses were merged during import.

Custom fields not mapping correctly → Column headers in your Mailchimp CSV may not match Sender's default field names. During import, use the field mapping step to manually match each column to the correct Sender field. Create any missing custom fields under Subscribers → Fields before starting the import.

Domain authentication failing → Sender provides specific SPF, DKIM, and DMARC records that are different from Mailchimp's. Ensure you added Sender's records (not Mailchimp's) to your DNS settings. Allow up to 48 hours for propagation and use Recheck DNS records under Account settings → Domains to verify.

Mailchimp merge tags not rendering in Sender → If your imported HTML templates display tags like *|FNAME|* instead of subscriber names, replace them with Sender's field codes (for example, {{firstname}}). Search your HTML for *| to find all Mailchimp merge tags that need updating.

API key not working for direct import → Mailchimp hides previously created API keys. If you cannot find your key, generate a new one under Profile → Extras → API keys → Create A Key. Copy the key immediately after generation — it will not be fully visible again.

FAQs

How long does migration typically take?

This depends on the volume of data and the number of assets to recreate. Subscriber imports take minutes using either file upload or the direct Mailchimp API import. Recreating templates, automations, and forms may take several hours to a few days depending on complexity. Plan ahead and test before deactivating Mailchimp.

Will I lose my email sending history?

Campaign performance data (open rates, click rates, send history) from Mailchimp cannot be transferred to Sender. Export and save your historical reports from Mailchimp via your profile icon → Account → Settings → Manage my data before migrating. New performance data will begin tracking in Sender from your first send.

Should I import unsubscribed contacts?

Yes. Import your suppression list (unsubscribed and bounced contacts) into Sender with the correct status to avoid sending to contacts who have opted out. This protects your sender reputation and ensures compliance with anti-spam regulations.

Do I need to re-verify my sending domain in Sender?

Yes. Even if your domain was verified in Mailchimp, you need to add it in Sender under Account settings → Domains and configure the SPF, DKIM, and DMARC records that Sender provides. Mailchimp's DNS records will not work for Sender.

Can I keep both platforms running during migration?

Yes. Keep Mailchimp active until you have fully tested your Sender setup — subscriber data, templates, automations, forms, and domain authentication. Only deactivate Mailchimp after verifying everything works in Sender.

Should I use the direct Mailchimp import or a CSV file?

The direct Import from Mailchimp option in Sender (under Subscribers → Add subscribers) is faster and pulls your lists automatically using an API key. However, a CSV import gives you more control over which contacts and fields to include, and lets you clean your list before importing. Use the direct import for speed or the CSV method for more granular control.

Can Sender's support team help with migration?

Check Sender's support options for assisted migration services. Some plan tiers may include migration assistance. Contact Sender support with details about your Mailchimp account size and the volume of data to discuss available options.
April 20, 2026
Notification Settings and Email Preferences

This guide explains how to configure notification settings and email preferences for your Sender account.

Where to Find This Setting

In the Sender dashboard, click the notification bell icon (🔔) in the top-right corner of the screen, then click the settings gear icon (⚙️) at the bottom of the notifications panel. This opens the Notifications settings page.

Alternatively, click your profile name in the top-right corner and select Notifications from the dropdown menu.

On this page, you will see two sections — General & account notifications and System notifications. Each notification type has two toggle columns: In-app and Email. All toggles are enabled by default. A Reset to default button appears at the bottom of the page.

Steps to Configure Notification Preferences

Step 1 — Open the Notifications Settings Page

Click the notification bell icon in the top-right corner of the dashboard. A panel appears showing your recent notifications. At the bottom-left of the panel, click the gear icon (⚙️). The Notifications settings page loads, displaying all available notification categories organized under General & account notifications and System notifications.

Step 2 — Adjust General & Account Notification Toggles

Under General & account notifications, locate the notification type you want to change. Each row has an In-app toggle and an Email toggle. Click a toggle to turn it off (gray) or on (orange). Changes save automatically — there is no save button. Repeat for each notification type you want to adjust.

Step 3 — Adjust System Notification Toggles

Under System notifications, review each notification type in the list. Toggle In-app or Email on or off for each type depending on your preference. Note that some important and critical system notifications may still be delivered to ensure smooth operation of the service, even if certain toggles are turned off.

Step 4 — Reset to Default (Optional)

If you want to restore all notification preferences to their original state, scroll to the bottom of the page and click the Reset to default button. This re-enables all In-app and Email toggles across both sections.

Available Settings

Account status and reminders — Controls notifications about your account status, such as usage limits, account health, and important reminders. Available as both In-app and Email.

Performance reports — Controls notifications that summarize the performance of your campaigns. Available as both In-app and Email.

Useful tips & tutorials — Controls notifications with educational content, how-to guides, and tips to help you get more out of Sender. Available as both In-app and Email.

Promotional offers & exclusive discounts — Controls notifications about special offers, deals, and promotions from Sender. Available as both In-app and Email.

Ecommerce performance reports — Controls notifications related to ecommerce tracking and revenue reporting. Available as both In-app and Email.

Interface changes and new features — Controls notifications about UI updates, new feature releases, and platform changes. Available as both In-app and Email.

System performance alerts — Controls notifications about platform performance issues, maintenance windows, or service interruptions. Available as both In-app and Email.

Error messages — Controls notifications about errors that occur during campaign sends, imports, or other operations. Available as both In-app and Email.

Warning messages — Controls notifications about potential issues that may require your attention before they become errors. Available as both In-app and Email.

Success messages — Controls notifications confirming that an action or process completed successfully. Available as both In-app and Email.

Settings Tips

Keep system alerts enabled — Leave Error messages, Warning messages, and System performance alerts toggled on for both channels so you are immediately notified of any issues that could affect your campaigns or account.

Turn off promotional notifications if not needed — If you do not want to receive marketing communications from Sender, toggle off Promotional offers & exclusive discounts under both In-app and Email to reduce notification noise.

Use email notifications for offline awareness — Enable the Email toggle for critical notification types like Account status and reminders and Error messages so you receive alerts even when you are not logged into the dashboard.

Audit preferences periodically — Review your notification toggles regularly to make sure they still match your needs, especially after onboarding new team members or changing your campaign frequency.

Use Reset to default after troubleshooting — If you are missing expected notifications, click Reset to default to restore all toggles to their original enabled state and then selectively turn off only what you do not need.

Common Issues

Not receiving email notifications → The Email toggle for that notification type is turned off. Go to the Notifications settings page, find the relevant notification type, and toggle Email back on (orange).

Too many in-app notifications → All In-app toggles may be enabled. Turn off In-app for lower-priority types like Useful tips & tutorials, Promotional offers & exclusive discounts, and Success messages to reduce clutter.

Cannot disable certain system notifications → Some critical notifications are required to ensure smooth operation of the service. These may still appear even if you toggle them off.

Notification preferences reset unexpectedly → Another user with Admin access on the account may have clicked Reset to default, which restores all toggles to their enabled state. Coordinate with your team before resetting.

FAQs

How do I access notification settings? Click the notification bell icon (🔔) in the top-right corner of the dashboard, then click the gear icon (⚙️) at the bottom of the notifications panel. You can also click your profile name in the top-right corner and select Notifications from the dropdown menu.

Do notification changes save automatically? Yes. When you toggle a notification setting on or off, the change is applied immediately. There is no save button on the Notifications settings page.

What is the difference between In-app and Email notifications? In-app notifications appear inside the Sender dashboard when you are logged in and online. Email notifications are sent to your account email address and help you stay informed when you are offline or not actively using the platform.

Can I turn off all notifications at once? There is no single toggle to disable all notifications. You need to turn off each In-app and Email toggle individually. To re-enable everything at once, click Reset to default at the bottom of the page.

Will disabling notifications affect my campaigns? No. Notification preferences only control the alerts you receive about your account and system activity. Disabling notifications does not impact campaign delivery, automation workflows, or subscriber communications.

What does the Reset to default button do? Clicking Reset to default restores all notification toggles across both General & account notifications and System notifications to their original enabled state. Both In-app and Email toggles for every notification type will be turned back on.

April 20, 2026
How to Change Your Sender Email Address

This guide explains how to change the sender email address that recipients see when they receive your campaigns in Sender.

Where to Find This Setting

In the Sender dashboard, go to: Email campaigns → select a campaign → Settings (first step in the campaign workflow)

On the Campaign settings page, you will see two sections. The Campaign details section contains fields for the campaign name, email subject, and preview text. Below it, the Sender details section contains the From name and Sender's email address fields. To the right, an Inbox preview panel shows a real-time preview of how your email will appear in recipients' inboxes, along with an Auto resend toggle.

Steps to Change Your Sender Email Address

Step 1 — Open your campaign settings

Go to Email campaigns in the left sidebar and locate the campaign you want to update. Click the edit icon (pencil) next to the campaign name. This opens the Campaign settings page, which is the first step in the campaign workflow breadcrumb: Settings → Design → Recipients → Review and send. Scroll down to the Sender details section to see the current From name and Sender's email address.

Step 2 — Enter the new sender email address

Click the Sender's email address field and clear the existing value. Type the new email address you want recipients to see as the sender. If you also want to update the display name, edit the From name field. The Inbox preview on the right updates in real time to reflect your changes. If the new email uses an already verified domain, the Save and continue button remains active.

Step 3 — Verify the domain if required

If the domain of your new sender email address has not been verified, a warning message appears below the Sender details section stating that the sending domain is not yet verified. The Save and continue button becomes disabled. Click the Verify [your domain] domain button to begin domain verification, or go to Account settings → Domains and click Add domain to add and verify the new domain before returning to this step.

Step 4 — Save and continue

Once your new sender email address uses a verified domain, click Save and continue to apply the change and proceed to the Design step. Alternatively, click I'll finish later to save your settings and return to the campaign list without advancing. You can confirm your updated sender details on the Review and send step, where the From name and Sender's email address are displayed under the Settings summary.

Available Settings

From name — The display name recipients see in their inbox. This is a free-text field and does not require verification.

Sender's email address — The email address shown as the sender of your campaign. The email's domain must be verified on the Domains page before you can save and send.

Inbox preview — A real-time preview panel on the right side of the page that shows how the from name, subject line, and preview text will appear in a recipient's inbox.

Auto resend — A toggle that, when enabled, automatically resends the campaign to subscribers who did not open it.

Settings Tips

Use a verified domain before editing — Verify your new domain under Account settings → Domains before updating the sender email address in your campaign. This prevents the save button from being disabled.

Keep the from name recognizable — When changing the sender email address, also review the From name field. Recipients are more likely to open emails when the sender name is familiar and consistent.

Check the Inbox preview — After entering a new sender email address and from name, review the Inbox preview panel on the right to confirm the changes appear as expected before saving.

Update all draft campaigns — Changing the sender email address on one campaign does not update other campaigns. Review any scheduled or draft campaigns individually if you want to apply the new sender address across all sends.

Common Issues

Save and continue button is disabled → The domain of the email address you entered is not yet verified. Click the Verify [domain] domain button that appears below the sender details, or go to Account settings → Domains to add and verify the domain first.

"Domain is already in use" error → The domain you entered is registered to a different Sender account. You need to use a domain that is not claimed by another account, or contact support to resolve the domain conflict.

Sender email did not change on a sent campaign → Sender email changes only apply when you save the campaign settings before sending. Already sent campaigns retain the sender address used at the time of sending.

Inbox preview does not update → The Inbox preview reflects the From name and Email subject, not the sender email address directly. Confirm the email address by reviewing the Sender's email address field or checking the Review and send step.

FAQs

Can I use any email address as my sender email? You can enter any email address in the Sender's email address field, but the email's domain must be verified under Account settings → Domains before you can save the campaign and send. Unverified domains will trigger a warning and block saving.

Does changing the sender email address affect existing campaigns? No. Each campaign stores its own sender email address independently. Changing the address on one campaign does not update other draft, scheduled, or sent campaigns. You must edit each campaign separately.

Do I need to verify the email address itself or just the domain? You need to verify the domain, not the individual email address. Once a domain is verified on the Domains page, you can use any email address on that domain as your sender email address.

Where do I verify a new domain? Go to Account settings → Domains and click Add domain. Enter your domain name and follow the verification steps. You can also click the Verify [domain] domain button that appears directly on the Campaign settings page when an unverified domain is detected.

Can I change the sender email address after a campaign is sent? No. Once a campaign has been sent, the sender email address used at the time of sending cannot be changed for that campaign. You can only update the sender email on draft or scheduled campaigns that have not yet been sent.

April 20, 2026
How to Update Your Account Profile and Business Information

This guide explains how to update your company details, address, time zone, and other account-level settings in Sender.

Where to Find This Setting

In the Sender dashboard, go to: Account settings → General settings

You will see the General settings page divided into three sections. On the left, the Company info section contains your business name, tax identifiers, phone number, and mailing address fields. On the right, the Google Analytics section lets you configure UTM tracking parameters for your campaigns. Below that, the Other settings section includes your plain text email signature, ecommerce report currency, and toggles for unsubscribe confirmation and ecommerce tracking. A Save button appears at both the top-right and bottom-right corners of the page.

Steps to Update Your Account Profile and Business Information

Step 1 — Open the General settings page

Click Account settings in the left sidebar of your Sender dashboard. This expands the settings submenu. Click General settings at the top of the submenu. The page loads with your current company information and account-level settings pre-filled in their respective fields.

Step 2 — Update your company and business information

In the Company info section, update any of the following fields as needed: Company name, Company code / Tax ID (optional), VAT code (optional), Address, City, State / Province / Region, Postal/ZIP code, and Country. To change your phone number, click the Edit phone button next to the Phone number field and follow the verification process. Select your Time zone from the dropdown to ensure campaign scheduling and reporting reflect the correct local time.

Step 3 — Configure additional account settings

On the right side of the page, review the Other settings section. Update the Signature in plain text emails field to change the default text that appears at the bottom of plain text emails. Select a currency from the Ecommerce report currency dropdown if you use ecommerce tracking. Toggle Ask for unsubscribe confirmation on or off depending on whether you want subscribers to confirm before being removed. Toggle Enable ecommerce tracking if you want to track revenue from your campaigns (available on PRO plans).

Step 4 — Save your changes

Click the Save button at the top-right or bottom-right corner of the page. Your updated company information and settings are applied immediately and will be reflected across your campaigns, email footers, and reports that reference account-level fields.

Available Settings

Company name — The name of your business. This value appears in your email footer and any templates that use account-level merge fields.

Company code / Tax ID (optional) — Your company registration number or tax identification number. This field is optional and used for record-keeping purposes.

VAT code (optional) — Your value-added tax registration number. This field is optional and relevant for businesses in regions that require VAT identification.

Phone number — Your business phone number. Changing this number requires verification through a code sent to the new number. Click Edit phone to begin the process.

Address, City, State / Province / Region, Postal/ZIP code, Country — Your business mailing address. These fields are used in your email footer for CAN-SPAM compliance and may appear in campaign templates that reference address merge fields.

Time zone — The time zone used for campaign scheduling, automation triggers, and report timestamps. Changing this affects how future scheduled sends are timed.

Signature in plain text emails — The default text appended to the bottom of plain text email versions. Update this to customize the message recipients see in non-HTML email clients.

Ecommerce report currency — The currency used to display revenue data in your ecommerce reports. Select the currency that matches your store's primary currency.

Ask for unsubscribe confirmation — When enabled, subscribers who click the unsubscribe link are asked to confirm before being removed from your list. When disabled, they are unsubscribed immediately.

Enable ecommerce tracking — When enabled, Sender tracks purchases and revenue attributed to your campaigns. This feature is available on PRO plans.

Settings Tips

Keep your business address current — Your mailing address is included in email footers to meet CAN-SPAM and anti-spam compliance requirements. An outdated or incorrect address can cause deliverability issues or legal non-compliance.

Set the correct time zone before scheduling campaigns — The Time zone setting affects when scheduled campaigns and automations are sent. Verify this is accurate before setting up any time-sensitive sends.

Use a descriptive company name — The Company name field may appear in email footers and recipient-facing templates. Make sure it matches the brand name your subscribers recognize.

Update your phone number promptly — If your business phone number changes, click Edit phone to update and verify the new number right away. An outdated number can delay account verification or support requests.

Review your plain text signature — Many recipients and email clients display the plain text version of your emails. Keep the Signature in plain text emails field professional and aligned with your current brand messaging.

Common Issues

Changes are not saving → This typically happens when a required field is left empty or contains an invalid value. Ensure all required fields (such as Company name and Address) are filled in correctly, then click Save again.

Phone number won't update → Changing your phone number requires verification. Click Edit phone, enter the new number, and submit the verification code sent to that number. If you don't receive the code, confirm the number is correct and try again.

Time zone change didn't affect past reports → The Time zone setting only applies to future campaign scheduling and reporting timestamps. Previously sent campaigns retain the time zone that was active when they were sent.

Address not appearing in email footer → If your updated address does not appear in sent emails, verify that your email template uses account-level address merge fields. Templates with hardcoded addresses need to be updated manually.

FAQs

How do I change my company name on the account? Go to Account settings → General settings and update the Company name field. Click Save to apply the change. The updated name will appear in your email footer and any templates that use account-level fields.

Can I leave the Company code / Tax ID and VAT code fields empty? Yes. Both Company code / Tax ID and VAT code are optional fields. They are not required to send campaigns or use any Sender features.

Does changing my time zone affect already-scheduled campaigns? Scheduled campaigns that were set up before the time zone change will still send at the originally scheduled time. Only new campaigns and automations created after the change will use the updated time zone.

How do I verify a new phone number? Click the Edit phone button next to the Phone number field on the General settings page. Enter your new phone number, then enter the 6-digit verification code sent to that number and submit it to confirm the change.

Will updating my address affect existing sent campaigns? No. Previously sent campaigns are not affected. Only future campaigns that use account-level address merge fields will display the updated address in the email footer.

What does the Ask for unsubscribe confirmation toggle do? When enabled, subscribers who click the unsubscribe link in your emails see a confirmation page before being removed. When disabled, clicking the unsubscribe link removes them immediately without an extra step.

April 20, 2026
What Happens When You Exceed Limits

This guide explains what happens when you exceed your plan's subscriber or email sending limits in Sender and the steps you can take to resolve the issue and resume sending.

Where to Find This Setting

In the Sender dashboard, go to: Account settings → Billing

On this page you will see the Your plan section on the left, which displays your current plan name, its ACTIVE status badge, the plan expiration date, and the Change or renew plan button. To the right, the Email campaigns section shows three usage counters with progress bars: active subscribers, unique subscribers emailed, and emails sent. Each counter displays your current usage against your plan limit. Below that, the SMS campaign section shows your SMS credit left, Unique subscribers messaged, and SMS messages sent. When any counter exceeds its limit, the number and its progress bar turn red, indicating that the limit has been reached.

Steps to Resolve Exceeded Limits

Step 1 — Identify which limit you exceeded

Go to Account settings → Billing and review the Email campaigns section at the top of the page. Check the three counters: active subscribers, unique subscribers emailed, and emails sent. Any counter that has exceeded its plan limit will display in red with a filled red progress bar. Identify whether you have exceeded your active subscriber count, your unique subscriber emailed count, your email sending allowance, or a combination of these. The specific limit you exceeded determines which resolution options are available.

Step 2 — Choose a resolution path

Once you know which limit is exceeded, you have three options. To upgrade, click Change or renew plan on the Billing page. Select a larger plan tier or a higher subscriber level that accommodates your current usage, then complete the purchase. Your new limits take effect immediately. To renew your current plan, click Change or renew plan and repurchase the same plan to reset your limits for a new billing cycle. To wait, take no action and your limits will reset automatically when your next billing cycle begins.

Step 3 — Reduce your subscriber count (if applicable)

If you exceeded your active subscribers limit and prefer not to upgrade, go to Subscribers in the left sidebar. Use the Email status and Advanced filter options to identify inactive, bounced, or unengaged subscribers. Select the subscribers you want to remove and use the Actions menu to delete them. Your active subscriber count recalculates every hour, so allow time for the updated count to reflect on the Billing page before attempting to send campaigns again.

Step 4 — Verify your limits and resume sending

Return to Account settings → Billing and confirm that all three counters in the Email campaigns section are within your plan limits. Once your active subscribers, unique subscribers emailed, and emails sent are all below their respective limits, you can resume creating and sending email campaigns. Navigate to Email campaigns in the left sidebar and proceed with your next campaign as normal.

What Happens After the Change

Upgraded plan — If you purchase a higher plan, the new email credit allowance, subscriber limits, and any additional features take effect immediately. Your new plan expiration date is set based on the billing cycle you selected.

Renewed plan — If you renew your current plan, your email credits, unique subscriber counter, and emails sent counter all reset to zero for the new billing cycle. Your active subscriber count remains unchanged since it reflects your current subscriber list.

Automatic upgrade at renewal — If auto-renewal is enabled and your active subscriber count exceeds your current plan's limit at the time of renewal, the system automatically upgrades your account to a larger plan that can accommodate all of your active subscribers. This results in a higher charge on your next billing date.

Waited for next billing cycle — When your billing cycle renews, your unique subscribers emailed and emails sent counters reset automatically. You can resume sending without taking any action, provided your active subscriber count is still within your plan limit.

Removed subscribers — After deleting subscribers, the active subscriber count recalculates within the hour. Once it falls within your plan limit, sending is restored without needing to change your plan.

Billing Tips

Monitor your usage regularly — Check the Email campaigns counters on the Billing page periodically, especially before large campaign sends, to avoid hitting limits unexpectedly.

Understand the two subscriber types — Active subscribers reflect how many recipients are currently stored in your account, while unique subscribers emailed tracks how many distinct addresses you have sent to during the current billing period. Both counts must stay within your plan limit.

Be aware of auto-upgrade behavior — If your active subscribers exceed your plan limit and auto-renewal is enabled, the system will automatically move you to a more expensive plan at renewal. Remove surplus subscribers before your renewal date if you want to stay on your current plan.

Clean your list before renewal — Remove unsubscribed, bounced, and inactive contacts from your subscriber list before your billing cycle renews to keep your active subscriber count within your plan's allowance.

Check remaining plan value before upgrading — When you click Change or renew plan and select a new plan, the next step of the purchase flow shows a breakdown of any credit applied from your existing plan before you click to confirm payment.

Common Issues

Campaign sending is blocked but my counters look fine → Your active subscriber count recalculates hourly. If you recently removed subscribers, wait up to one hour for the updated count to appear on the Billing page, then try sending again.

Active subscriber count exceeds my limit even though I haven't imported anyone new → Subscribers added through forms, automations, or integrations also count toward your active subscriber total. Check Subscribers in the left sidebar and sort by Date added to identify recently added contacts.

Unique subscribers emailed shows a high count after deleting and re-adding contacts → The unique subscribers emailed counter tracks every distinct email address you have sent to during the billing period, including addresses that were later deleted or unsubscribed. This counter resets only when your billing cycle renews.

I was charged more than expected at renewal → If auto-renewal is enabled and your active subscriber count exceeded your plan limit at the time of renewal, the system automatically upgraded your account to a higher plan. Review your invoice under the Invoices tab on the Billing page to see the new plan details.

I upgraded from yearly to monthly by mistake → If you purchase a monthly plan while on a yearly plan, the remaining value of your yearly plan is applied as a credit toward the monthly plan cost, but the unused portion of the yearly plan is not refunded separately. Contact Sender support if you need assistance reverting this change.

FAQs

What happens if I exceed my active subscriber limit?

The system prevents you from sending email campaigns until you either upgrade to a plan with a higher subscriber allowance or remove enough subscribers to bring your count within the current plan limit. Your active subscriber count recalculates every hour.

What happens if I exceed my unique subscribers emailed limit?

You will not be able to send additional campaigns for the remainder of your billing cycle. To resume sending, you can upgrade to a higher plan, renew your current plan to reset the counter, or wait for your next billing cycle to begin.

What happens if I run out of email credits?

The system blocks further campaign sending until your email credits are replenished. You can upgrade to a plan with more credits, renew your current plan, or wait for the next billing cycle when credits reset automatically.

Will I be automatically upgraded if I exceed my limits?

Only if auto-renewal is enabled and your active subscriber count exceeds your plan limit at the time of renewal. In that case, the system automatically upgrades you to a larger plan to accommodate your subscriber list, which results in a higher charge.

Does removing subscribers immediately restore my ability to send?

Not instantly. The active subscriber count recalculates every hour. After removing subscribers, wait up to one hour for the updated count to reflect on the Billing page before attempting to send a campaign.

Does the unique subscribers emailed counter reset when I remove subscribers?

No. The unique subscribers emailed counter tracks all distinct email addresses you have sent to during the current billing period, regardless of whether those subscribers were later removed. This counter resets only when your billing cycle renews.

Where can I check my current usage against my plan limits?

Go to Account settings → Billing. The Email campaigns section at the top of the page displays your current active subscribers, unique subscribers emailed, and emails sent alongside your plan limits.

Can I schedule a campaign if I've already reached my limits?

No. Scheduling a campaign requires sufficient remaining email credits and unique subscriber capacity. The system reserves those limits at the time of scheduling. If you cancel a scheduled campaign, the reserved limits are released back to your account.

April 20, 2026
Refund Policy

This guide explains Sender's refund policy, when refunds are and are not available, and how to submit a refund request to Sender support.

Where to Find This Setting

In the Sender dashboard, go to: Account settings → Billing

On this page you will see your current plan name and status (e.g., Active), the plan validity date, and the Change or renew plan button. Below that, three tabs are available: Payment methods, Invoices, and Email usage. The Invoices tab lists all past and pending charges with columns for Date, Invoice no., Amount, and Status. Each invoice has a Download Invoice button so you can save a copy for reference when submitting a refund request.

Steps to Request a Refund

Step 1 — Review the invoice in question

Go to Account settings → Billing and click the Invoices tab. Locate the charge you want to dispute or request a refund for. Note the Date, Invoice no., Amount, and Status of the invoice. Click Download Invoice to save a copy. You will need these details when contacting support.

Step 2 — Review refund eligibility

Before contacting support, confirm that your situation meets the refund criteria. Sender provides a refund only if Sender terminates your service without cause before the end of a period you have already paid for. Refunds are not available for unused or partially used plans, forgotten cancellations, wrong plan purchases, charges after a new billing cycle, or accounts suspended due to policy violations. See the What Happens After the Change section below for full details.

Step 3 — Contact Sender support

Reach out to Sender support via LiveChat (available through the chat icon in the bottom-right corner of your dashboard) or by emailing [email protected]. Include your account email address, the invoice number and date, the charge amount, and the reason for your refund request. Sender support will review your case and respond with a decision.

Step 4 — Submit your dispute within the required timeframe

All billing disputes must be submitted in writing within 30 days of the charge or purchase date. Disputes submitted after 30 days are considered void and the charges become irrefutable. Make sure to contact support promptly after identifying a charge you want to dispute.

What Happens After the Change

Refund eligibility is limited — Sender only issues refunds when Sender itself terminates your service without cause before your paid period ends. There is no entitlement to a refund outside of this specific circumstance.

Policy violations void refund eligibility — If your account is suspended due to a violation of the Anti-Spam Policy or Terms of Service, no refund will be issued. This also applies if you were sending emails without subscriber permission or with prohibited content.

Unused or partially used plans are not refundable — If you did not use or only partially used your plan, forgot to cancel before renewal, or were charged for a new billing period after failing to cancel in time, no refund will be provided.

Wrong plan purchases are not refundable — If you purchased the wrong monthly or yearly plan, even by mistake, or decided to cancel after purchase because of functionality, no refund is available.

Downgrade value is not refunded — If you downgrade to a smaller plan, the remaining value from your previous plan is not refunded or converted to credit. It is forfeited at the time of the downgrade.

Dispute deadline applies — You must submit any billing dispute in writing within 30 days of the charge. After this window, the charge is considered final.

Billing Tips

Save your invoice before contacting support — Go to Invoices and click Download Invoice for the charge in question. Having the invoice on hand speeds up the review process.

Act within 30 days — The dispute window is 30 days from the charge date. If you notice an unexpected charge, contact support immediately rather than waiting.

Check your plan renewal date — Go to Account settings → Billing and note the Valid until date shown under Your plan. Cancel or adjust your plan before this date to avoid being charged for a new billing cycle.

Review your plan before purchasing — Carefully verify the plan tier, billing cycle (monthly vs. annual), and subscriber level before completing a purchase. Plan purchases due to user error are not eligible for a refund.

Use LiveChat for faster responses — The LiveChat widget in the bottom-right corner of your dashboard connects you directly with Sender support for real-time assistance with billing issues.

Common Issues

Charged after forgetting to cancel → This happens when auto-renewal is enabled and the billing cycle renews before you cancel. Sender does not refund charges for new billing periods caused by a missed cancellation. Cancel your plan before the Valid until date shown on the Billing page to prevent future charges.

Purchased the wrong plan by mistake → This occurs when you select an incorrect plan tier or billing cycle during checkout. Sender does not refund wrong plan purchases. Review all plan details on the purchase confirmation screen before clicking Pay Now.

Account suspended and requesting a refund → If your account was suspended for violating the Anti-Spam Policy or Terms of Service, refunds are not available regardless of remaining plan time. Contact support if you believe the suspension was made in error.

Dispute submitted after 30 days → Sender requires all billing disputes to be submitted within 30 days of the charge. Disputes outside this window are void. Monitor your Invoices tab regularly to catch unexpected charges early.

FAQs

Can I get a refund for my subscription?

Sender only provides a refund if Sender terminates your service without cause before the end of your paid period. Outside of that situation, refunds are not available. This applies to both monthly and annual plans.

What if I forgot to cancel and got charged for a new billing cycle?

Charges resulting from a missed cancellation are not refundable. To avoid this, cancel your plan before the renewal date shown under Your plan on the Billing page.

Are unused plan credits refundable?

No. If you did not use or only partially used your plan's email credits or features, the remaining value is not refundable.

Can I get a refund if I bought the wrong plan?

No. Purchasing the wrong plan — whether by mistake or by choosing a plan that does not meet your needs — is not eligible for a refund. Always review plan details carefully before completing a purchase.

How do I submit a refund request?

Contact Sender support via LiveChat on your dashboard or email [email protected]. Include your account email, the invoice number, the charge amount, and the reason for your request. Submit your request within 30 days of the charge date.

What happens to my remaining plan value if I downgrade?

The remaining value of your current plan is not refunded when you downgrade. It is forfeited at the time of the plan change. Sender recommends downgrading close to your renewal date to minimize lost value.

Is there a deadline for disputing a charge?

Yes. All billing disputes must be submitted in writing within 30 days of the charge or purchase date. Disputes submitted after this period are void and the charges are considered final.

Will I get a refund if my account is suspended?

No. If your account is suspended for violating Sender's Anti-Spam Policy or Terms of Service, no refund is issued regardless of how much time remains on your plan.

April 20, 2026
Taxes and VAT

This guide explains how to configure your VAT code, Tax ID, and company details in Sender so that your invoices display accurate tax and business information.

Where to Find This Setting

In the Sender dashboard, go to Account settings → General settings.

On this page, you will see the Company info section. It contains the Company name, Company code / Tax ID (optional), VAT code (optional), Address, City, State / Province / Region, Postal/ZIP code, and Country fields. These fields control the business and tax details that appear on your invoices. To view your invoices with the applied tax information, go to Account settings → Billing and select the Invoices tab.

Steps to Configure Taxes & VAT

Step 1 — Enter your VAT code and Tax ID

Go to Account settings → General settings. In the Company info section, locate the VAT code (optional) field and enter your VAT number (for example, LT100000009017). If you also have a company registration number or Tax ID, enter it in the Company code / Tax ID (optional) field. These fields are optional but recommended if your business is VAT-registered or requires tax identifiers on invoices.

Step 2 — Update your company and billing address details

In the same Company info section, verify that the Company name, Address, City, State / Province / Region, Postal/ZIP code, and Country fields are filled in correctly. These details appear on your invoices and should match your official business registration. Select the correct country from the Country dropdown, as this may affect how taxes are calculated on your charges.

Step 3 — Save your changes

Click the Save button at the bottom right of the page. Your updated VAT code, Tax ID, company name, and address details will apply to all future invoices. Previously issued invoices are not updated retroactively.

Step 4 — Verify the updated information on your next invoice

Go to Account settings → Billing and select the Invoices tab. Click Download Invoice next to any invoice issued after your changes. Open the downloaded PDF and confirm that your VAT code, Tax ID, company name, and address appear correctly on the invoice.

Understanding Your Invoice

Date — The date and time the invoice was generated. Invoices are listed in reverse chronological order, with the most recent at the top.

Invoice no. — A unique number assigned to each finalized invoice. Invoices with a "Waiting for payment" status may not yet have an invoice number assigned.

Amount — The total amount charged for that billing period, including any applicable taxes. The currency displayed corresponds to your billing currency.

Status — Indicates the current state of the invoice. Paid means the payment was successfully processed. Waiting for payment means the charge has not yet been completed.

Download Invoice — Click this button to save a PDF copy of the invoice to your device. The PDF includes your company name, address, VAT code, Tax ID, line item charges, tax amounts, and total.

Pay Now — Appears next to invoices with a Waiting for payment status. Click this button to attempt payment immediately using your payment method on file.

Tax Configuration

VAT code (optional) — Located in the Company info section on the General settings page (Account settings → General settings). Enter your VAT registration number here. Once saved, it will appear on all future invoices. This field is intended for EU VAT numbers and similar tax registration identifiers.

Company code / Tax ID (optional) — Also located in the Company info section on General settings. Use this field for your company registration number or national Tax ID if it differs from your VAT code. This value also appears on invoices once saved.

Company name — Enter your official registered business name in this field on General settings. This is the name that will be printed on your invoices as the billing entity.

Address, City, State / Province / Region, Postal/ZIP code — These fields on General settings define your billing address. Ensure they match your business registration to keep your invoices accurate for accounting and tax filing purposes.

Country — Select your country from the dropdown on General settings. Your country selection may influence how taxes are applied to your subscription charges. Review your invoices to confirm the correct tax treatment.

Note: Sender provides tools to configure your tax identifiers and business details for invoices. For guidance on your specific VAT obligations, tax exemptions, or jurisdiction-specific requirements, consult a qualified tax professional or accountant.

Payment Tips

Keep your VAT code current — If your VAT registration number changes or you become VAT-registered, update the VAT code (optional) field on General settings immediately so that future invoices reflect the correct number.

Match your invoice details to your business records — Ensure your Company name, Address, and Country on the General settings page match the details in your official business registration. This prevents discrepancies when submitting invoices for expense reports or tax filings.

Download invoices promptly — Go to Account settings → Billing → Invoices and click Download Invoice to save PDF copies for your accounting records. Keeping local copies ensures you have access to your financial records at any time.

Review tax amounts on each invoice — After downloading an invoice, check the tax line items to confirm the correct VAT or tax rate was applied. If something appears incorrect, contact Sender support with the invoice number.

Resolve unpaid invoices quickly — If an invoice shows Waiting for payment, click Pay Now to process the charge. Unresolved invoices may affect your account status.

Common Issues

VAT code not appearing on invoices → You may have entered the VAT code but did not click Save on the General settings page. Go back to Account settings → General settings, verify the VAT code (optional) field, and click Save. The code will appear on invoices generated after saving.

Old invoices still show previous company details → Previously issued invoices are not updated retroactively when you change your company information. For corrections to already-issued invoices, contact Sender support with the invoice number and the details that need to be changed.

Country dropdown not updating tax charges as expected → Changing your Country on General settings affects future invoices only. If you believe tax is being applied incorrectly, review your most recent invoice and contact Sender support for clarification.

Invoice shows "Waiting for payment" with no invoice number → The invoice number is assigned once payment is finalized. Click Pay Now to complete the payment. Once processed, the invoice number and Paid status will appear.

FAQs

How do I add my VAT number to invoices? Go to Account settings → General settings and locate the VAT code (optional) field in the Company info section. Enter your VAT number and click Save. It will appear on all future invoices. Previously issued invoices are not updated retroactively.

Can I add a Tax ID that is different from my VAT code? Yes. The Company code / Tax ID (optional) field is separate from the VAT code (optional) field. Enter your company registration number or national Tax ID in the Company code / Tax ID (optional) field and your VAT number in the VAT code (optional) field. Both will appear on future invoices after you click Save.

Where do I update my billing address for invoices? Go to Account settings → General settings. Update the Address, City, State / Province / Region, Postal/ZIP code, and Country fields in the Company info section, then click Save. Future invoices will display the updated address.

Is VAT or sales tax included in the price shown on the Billing page? Tax handling depends on your location and business status. Some charges may have VAT or sales tax added on top of the listed price. Review your downloaded invoice for the exact tax breakdown. Consult a tax professional for guidance on your specific obligations.

Can I get a corrected invoice if my company details are wrong? Update your Company name, Address, and VAT code on the General settings page. Future invoices will reflect the updated details. For corrections to previously issued invoices, contact Sender support with the invoice number and the details that need to be changed.

How do I download an invoice? Go to Account settings → Billing and select the Invoices tab. Find the invoice in the list and click Download Invoice to save a PDF copy to your device.

Does changing my country affect tax on existing invoices? No. Changing the Country field on General settings only affects invoices generated after the change. Existing invoices retain the tax calculation that was applied at the time of billing.

When does Sender charge my payment method? Charges occur at the beginning of each billing cycle based on your subscription renewal date. You can view your renewal date on the Billing page under Your plan.

April 20, 2026
Free plan limits explained

This guide explains the limits that apply to the Free plan in Sender, how usage is tracked, and what happens when you reach those limits.

Where to Check Your Usage

In the Sender dashboard, go to Account settings → Billing.

At the top of the Billing page, you will see two main sections. The Email campaigns section displays three usage indicators, each with a progress bar: active subscribers (your current count against the plan limit), unique subscribers emailed (the number of unique email addresses you have sent to against the plan limit), and emails sent (total emails sent against your monthly limit). The SMS campaign section shows SMS credit left (your remaining dollar balance), Unique subscribers messaged (distinct SMS recipients against the plan limit), and SMS messages sent (total SMS messages sent). Your plan name and status appear on the left under Your plan with an ACTIVE badge.

Steps to Check and Manage Your Free Plan Limits

Step 1 — Review your active subscriber count

Go to Account settings → Billing. Under Email campaigns, check the active subscribers indicator. This shows your current count against your plan's subscriber limit as a fraction (for example, 2 / 1 000) with a progress bar beneath it. If the bar is nearly full, you are approaching your subscriber limit.

Step 2 — Review your email send usage

On the same Billing page, check the emails sent indicator under Email campaigns. This displays the total emails sent this billing cycle against your monthly limit. To see a detailed log of email credit allocations and sends, select the Email usage tab below the usage summary. This log shows entries for plan credit allocations, counter resets at the start of each billing cycle, and individual campaign sends.

Step 3 — Review your SMS usage

Under the SMS campaign section on the Billing page, check SMS credit left for your remaining balance, Unique subscribers messaged for the number of distinct subscribers who received at least one SMS this billing period, and SMS messages sent for the total count. If your Free plan does not include SMS credits, these values will show zero.

Step 4 — Check your subscriber list for non-active contacts

Go to Subscribers in the left sidebar. Use the Email status dropdown filter at the top of the page to view subscribers by status. Available statuses include Active, Bounced, Unsubscribed, Reported spam, and Non-subscribed. Filter by Bounced or Unsubscribed to identify contacts that no longer count toward your limit but may still appear in your list.

Step 5 — Remove inactive subscribers to free up space

On the Subscribers page, use the Email status filter to display Bounced, Unsubscribed, or other non-engaged contacts. Select the subscribers you want to remove using the checkboxes on the left. Click the Actions dropdown and choose Delete to permanently remove them. You can also use Unsubscribe to change a subscriber's status without deleting them.

Step 6 — Verify your updated usage

Return to Account settings → Billing and confirm that the active subscribers count has decreased. The progress bar should reflect the updated count. If you have reduced your list below the plan limit, you can resume adding new subscribers and sending campaigns.

How Limits Are Calculated

Active subscriber count — Sender counts active subscribers as total recipients uploaded to your account minus those that have unsubscribed, bounced, or are duplicates. Only contacts with an Active email status count toward your plan's subscriber limit.

Duplicate handling — If the same email address exists in multiple groups, Sender counts it as one unique subscriber toward your limit. Duplicate entries across groups do not multiply your count.

Monthly email send limit — Every email sent through a campaign, automation, or transactional send counts as one send toward your plan's monthly email limit. The counter resets at the start of each billing cycle, which is visible in the Email usage log on the Billing page.

Unique subscribers emailed — This tracks the number of unique email addresses you have sent emails to during the current billing period. Sending multiple emails to the same address counts as one unique subscriber emailed.

SMS credit usage — SMS sends deduct from your SMS credit left balance. The Unique subscribers messaged metric counts distinct subscribers who received at least one SMS during the billing period. Free plan users may not have SMS credits included.

What Happens When You Hit a Limit

Subscriber limit reached — When your active subscribers count meets or exceeds your plan's limit, Sender prevents new contacts from being added. You will need to reduce your list by deleting inactive or unengaged contacts, or move to a plan with a higher subscriber limit.

Email send limit reached — When the emails sent counter reaches your monthly limit, Sender prevents additional email sends until the counter resets at the start of your next billing cycle. Scheduled campaigns and active automations may be paused until sends become available again.

SMS credit depleted — When your SMS credit left reaches zero, Sender stops sending SMS messages. You can purchase additional credits by clicking Buy SMS credits on the Billing page.

Tips for Managing Limits

Filter and clean your list regularly — Go to Subscribers, filter by Bounced or Unsubscribed using the Email status dropdown, and delete contacts that no longer serve your campaigns. This frees up subscriber slots.

Monitor your usage before sending — Check Account settings → Billing before launching a large campaign to confirm you have enough remaining email sends and subscriber capacity.

Remove non-engaged contacts — Use the Advanced filter on the Subscribers page to identify contacts who have not opened or clicked recent emails. Removing non-engaged subscribers keeps your list lean.

Watch for duplicate imports — Before importing new contacts, be aware that Sender deduplicates by email address. Importing the same address into multiple groups does not increase your subscriber count, but importing new addresses does.

Track your email usage log — Select the Email usage tab on the Billing page to review when your send counter was last reset and how many emails have been consumed by individual campaigns.

Common Issues

Subscriber count appears higher than expected → This typically happens when contacts with an Active status exist across your account that you may not be aware of. Go to Subscribers, sort by Date added, and review recently added contacts. Use the Email status filter to confirm how many are Active.

Cannot add new subscribers → Your active subscribers count has reached the plan limit. Go to Account settings → Billing to verify. Reduce your list by deleting bounced, unsubscribed, or unengaged contacts on the Subscribers page.

Emails are not sending → Your emails sent counter may have reached the monthly limit. Check the emails sent indicator on the Billing page. If the limit is reached, wait for the billing cycle to reset or move to a plan with a higher send allowance.

Subscriber count did not decrease after unsubscribing contacts → Changing a contact's status to Unsubscribed removes them from the active count, but the change may take a moment to reflect on the Billing page. Refresh the page and check the active subscribers indicator again.

Email usage log shows "Reset counter" → This entry appears at the start of each billing cycle when Sender resets your monthly email send allowance. It is expected behavior and confirms your new allocation is available.

FAQs

Do unsubscribed contacts count toward my subscriber limit?

No. Only contacts with an Active status count toward your plan's subscriber limit. Unsubscribed, Bounced, and deleted contacts are excluded from the count.

If the same email address exists in multiple groups, does it count as one subscriber or multiple?

Sender counts each unique email address once toward your subscriber limit, regardless of how many groups it belongs to. Duplicate entries across groups do not multiply your count.

Do automation emails count toward my monthly email send limit?

Yes. Every email sent through a campaign, automation, or transactional send counts as one send toward your plan's monthly email limit.

What happens if I reach my email send limit mid-month?

Sender prevents additional email sends until the limit resets at the start of your next billing cycle. Scheduled campaigns or active automations may be paused until sends are available again.

How do I reduce my subscriber count?

Go to Subscribers in the left sidebar. Use the Email status filter to find Bounced, Unsubscribed, or non-engaged contacts. Select them, click Actions, and choose Delete to remove them permanently. Regularly cleaning your list helps you stay within your plan's subscriber limit.

Where can I see my exact subscriber count and send usage?

Go to Account settings → Billing. Your current active subscribers count and emails sent total are displayed alongside your plan's limits under the Email campaigns section, each with a progress bar showing usage at a glance.

What does "Non-subscribed" status mean?

Non-subscribed refers to contacts who were added to your account but have not confirmed or completed a subscription action. These contacts may still count toward your subscriber limit depending on their email status. Check the Email status filter on the Subscribers page to review them.

Do SMS sends count toward my email send limit?

No. SMS messages and email sends are tracked separately. SMS usage is shown under SMS campaign on the Billing page, while email sends appear under Email campaigns.

April 20, 2026
Payment methods and invoices

This guide explains how to add or update a payment method, view and download invoices, and configure tax-related company details in Sender.

Where to find this setting

In the Sender dashboard, go to Account settings → Billing.

The Billing page displays your current plan name, status, and validity date at the top. Below that, three tabs organize your financial settings: Payment methods, Invoices, and Email usage. The Payment methods tab shows a table of saved cards with their type, payment details, expiration date, and status. The Invoices tab lists all invoices with their date, invoice number, amount, and payment status. Tax and company fields are located separately under Account settings → General settings in the Company info section.

Steps to manage payment methods and invoices

Step 1 — Add or update a payment card

Go to Account settings → Billing and select the Payment methods tab. Click Add payment card. In the Add payment method dialog, the New credit or debit card option is selected by default. Enter your Card number, MM/YY expiration date, and CVV, then click Add card. The card appears in the payment methods table with its type, masked payment details, expiration date, and status. This card will be charged for future billing cycles.

Step 2 — View and download invoices

Go to Account settings → Billing and select the Invoices tab. The table displays all invoices sorted by Date, along with the Invoice no., Amount, and Status for each entry. Invoices show either Paid or Waiting for payment as their status. Click Download Invoice next to any invoice row to save a copy as a PDF. For unpaid invoices, a Pay Now button is also available to complete the payment immediately.

Step 3 — Pay an outstanding invoice

On the Invoices tab, locate any invoice with the status Waiting for payment. Click the green Pay Now button next to it to process the charge using your saved payment method. Once the payment completes, the invoice status updates to Paid and the Pay Now and Delete buttons are replaced with only a Download Invoice button. If no payment method is on file, add one first on the Payment methods tab.

Step 4 — Update company and tax information for invoices

Go to Account settings → General settings. In the Company info section, update the Company name, Company code / Tax ID (optional), VAT code (optional), Address, City, State / Province / Region, Postal/ZIP code, and Country fields as needed. Click Save at the bottom of the page. These details are reflected on future invoices. Previously issued invoices are not updated retroactively.

Understanding your invoice

Date — The timestamp showing when the invoice was generated.

Invoice no. — A unique identifier assigned to each paid invoice. Unpaid invoices may show a dash until payment is completed.

Amount — The total charge for that invoice, displayed in the applicable currency.

Status — Indicates whether the invoice has been Paid or is Waiting for payment.

Download Invoice — Saves a PDF copy of the invoice. Available for all invoices regardless of payment status.

Pay Now — Appears only on invoices with the Waiting for payment status and processes the charge using your saved card.

Tax configuration

VAT code (optional) — Located under Account settings → General settings in the Company info section. Enter your VAT number in this field to include it on future invoices. The placeholder text shows the expected format (e.g., LT100000009017). Leave this field blank if VAT does not apply to your business.

Company code / Tax ID (optional) — Found in the same Company info section. Enter your company registration number or tax identification number here. This value appears on invoices alongside your company name and address.

Country — A dropdown in the Company info section. Selecting the correct country may affect how taxes are calculated or displayed on your invoices.

Company name and address fields — The Company name, Address, City, State / Province / Region, and Postal/ZIP code fields determine the billing details printed on your invoices. Update all relevant fields and click Save to apply.

Note: Sender provides these fields for tax configuration purposes. For guidance on your specific VAT, sales tax, or other tax obligations, consult a qualified tax professional or accountant.

Payment tips

Keep your card details current — If your card is nearing expiration, add a new payment method on the Payment methods tab before your next billing cycle to avoid a failed charge.

Download invoices promptly — Use the Download Invoice button to save PDF copies of paid invoices for your expense reports or accounting records.

Review unpaid invoices regularly — Check the Invoices tab for any entries with the Waiting for payment status and use Pay Now to clear them before they affect your subscription.

Verify company info before renewal — Update your Company name, VAT code, and Address under General settings before your next billing cycle so that the correct details appear on your next invoice.

Check the invoice currency — Invoice amounts may appear in different currencies. Review the Amount column on the Invoices tab to confirm the currency applied to each charge.

Common issues

Payment card was declined → The card may be expired, have insufficient funds, or be blocked by your bank. Verify your card details on the Payment methods tab, confirm funds are available, and contact your bank if the issue persists.

Invoice shows "Waiting for payment" after adding a card → Adding a card does not automatically pay outstanding invoices. Go to the Invoices tab and click Pay Now next to each unpaid invoice to process the charge.

VAT number is missing from a downloaded invoice → The VAT code field under Account settings → General settings may be blank. Enter your VAT number, click Save, and download the invoice again. Note that previously issued invoices may not reflect retroactive changes — contact Sender support for corrections to past invoices.

Company name or address is incorrect on an invoice → Update the Company name, Address, and related fields under Account settings → General settings and click Save. Future invoices will use the updated details. For corrections to previously issued invoices, contact Sender support with the invoice number and the details that need to be changed.

Cannot delete a paid invoice → The Delete button is only available for invoices with the Waiting for payment status. Paid invoices cannot be deleted from the Invoices tab and remain in your billing history as permanent financial records.

FAQs

How do I download an invoice? Go to Account settings → Billing and select the Invoices tab. Click Download Invoice next to the invoice you need to save a PDF copy.

Can I add my VAT number to invoices? Yes. Go to Account settings → General settings and enter your VAT number in the VAT code (optional) field under Company info. Click Save. The VAT number will appear on all future invoices. Previously issued invoices are not updated retroactively — contact Sender support for corrections.

What payment methods does Sender accept? The Add payment method dialog on the Billing page supports credit and debit cards. Enter your Card number, MM/YY, and CVV to add a card. Check the Billing page for the most current list of supported payment options.

Why was my payment declined? Common reasons include an expired card, insufficient funds, or a bank-side block on the transaction. Verify your card details on the Payment methods tab, check with your bank, and update your payment method if needed.

Is VAT or sales tax included in the price shown on the Billing page? Tax handling depends on your location and business status. Some charges may have VAT or sales tax applied. Review the Amount on your invoice for the exact total. Consult a tax professional for guidance on your specific obligations.

Can I get a corrected invoice if my company details are wrong? Update your Company name, Address, and VAT code under Account settings → General settings and click Save. Future invoices will reflect the updated details. For corrections to previously issued invoices, contact Sender support with the invoice number and the details that need to be changed.

How do I request a refund? Contact Sender support with your account details and the specific invoice number. Refund availability depends on Sender's refund policy, the reason for the request, and how much time has passed since the charge.

When does Sender charge my payment method? Charges occur at the beginning of each billing cycle based on your subscription renewal date. You can view your plan validity date on the Billing page under the Your plan section.

April 20, 2026