Email notifications are to notify your customers about changes and updates to their subscribed products or services. They might receive updates on the renewal of their subscription or if we're having trouble charging their card. We've noted below which ones are customizable.
In all of the following examples, when we sign your emails, we'll use your Site Title. For example, if you see "Vimeo OTT Team," the emails to your customers would say your Site Title, not "Vimeo OTT."
This is an example of what your customer will see when they purchase their subscription. This is sent whether they purchase via the web or via an in-app purchase.
The top image will come from the product image (if there is no product image, a gray box will display). The "Watch anytime at [link]" text will display your website domain. The "Total" section will show the total that was charged; if the subscription is in an active free trial, no total will be shown.
Note: We send similar emails for TVOD purchases and Pay-Per-View Event purchases.
Customizable text: The text inside the gray box can be customized via the "Distribution" tab in the product's settings. You should use it as a welcome message that details elements of the subscription product for your viewers.
New content notification
If your customer has opted in to receive new content notifications from you, you can notify them and they'll see a message similar to the below image when you update your content. The bolded text and image reference the name of the collection or category where the new content is located.
When we sign your emails, we'll use your Site Title. For example, the above email would include your Site Title and not "Vimeo OTT."
Customizable text: The subject line of the email and the body of the email (where it says "Check out these just added shows!" in the sample image above) are customizable.
If you have branded apps, you can select those apps from the notification window and send your notifications via the apps as well.
Your customers can opt to unsubscribe from these notifications by going to their email settings (this article in the customer help center will tell them how).
Once a customer is subscribed, they'll be able to log in either via password or link. If they opt to sign in via link, they'll enter their email address on the login page, and then receive the following in their email inbox (this email is not customizable).
Gift subscription is expiring
If your customer has received a gift subscription that's about to expire, they'll receive this email before the expiration takes place (this email is not customizable):
Note: A giftee who does not add a credit card will also receive a ‘Charge failed’ notification at the end of their gift period. Seven (7) attempts will be made to charge their card before their access is canceled.
If your customer cancels their subscription, they'll get the following email (this email is not customizable):
If your customer pauses their subscription, they'll receive an email like the following (this email is not customizable):
Failed payment attempt #1
We want to do what we can to help prevent churn. If a customer's payment attempt fails, we send them the following (this email is not customizable):
Failed payment attempt #2 - Canceled
This is the second email we will send to your customer to remind them about their failed payment. Following this, if they do not update, their subscription will be canceled (this email is not customizable).
Note: We initiate two (2) payment attempts for trials that are rolling over for subscriptions and seven (7) attempts for non-trial subscriptions.
Reset a password
If your customer needs to reset their password for the first time, they can trigger a reset email at the login page. This email is not customizable.
Password reset confirmation
If the customer resets their password by following the link in the reset email, they'll receive the following (this email is not customizable):