I never receive new subscriber emails to alert me I have a new subscriber from Pabbly Subscriptions

Status: Open · Asked by Tiny Goat Small Batch Coffee Roasters on · 0 views

Tiny Goat Small Batch Coffee Roasters — Question ·
Why is it that when a new subscriber signs up, I am always the last to know - and my customers end up being angry at me for not fulfilling their first order - or even knowing that they ever subscribed.

Again - I found out today that I have a new trytinygoat.com subscriber through Pabbly, yet I was never sent a "new subscriber" email from Pabbly to alert me? This has happened with every new subscriber - and this is NOT OK. When a new subscriber signs up, as the owner, I need to know about it so I can fulfill their order. I keep having this same problem. I get all off the spam emails from Pabbly trying to sell me something else, but never get my new customer subscription emails which is the only Pabbly product I need to receive emails for.

What can be done so I finally start receiving these emails?

Also, subscription customers keep complaining that they can never get into their portal, and I never know what to tell them. Why is it so hard for my customers to access the Pabbly subscription portal for trytinygoat.com ?
Tiny Goat Small Batch Coffee Roasters — Reply ·

In the past, at least on 2 separate occasions, I have asked Pabbly to change my account email from [email hidden] to [email hidden] - thinking this would help me to finally start receiving email to alert me of a new subscriber. I was promised by Pabbly that someone would change this for me, yet 3 months later, I see no one at Pabbly ever changed it. WHY was this never changed? If someone at Pabbly had done what they said they would do, I would have started receiving new subscriber emails. WHY DID THIS NOT HAPPEN?

Pabbly Support — Reply ·

Hello there,

Thanks for contacting us.

I would like to inform you that all the emails related to Pabbly Subscription and Billing software are sent to the only admin account email address. Kindly check Settings-> Email Notification that all the events are active so that you receive an email for every event.

Further, to get the account email address changed, you need to send an email change request to support@pabbly.com, as email change requests require authentication through email acknowledgment, and such requests are not handled via the Forum.

Thanks & Regards,

Adeel Akhtar
🌐 Pabbly.com

Jill — Reply ·
Thank you for your response Adeel. I have found "email recipients" inside my account settings for Subscriptions and can see that the default (status.true) primary email is set to [email hidden] ---  and is not editable.

Since I can not edit this, are you able to edit it for me so the only email available for receiving these emails is [email hidden] - never [email hidden] ?  

Screenshot attached for reference.

Please let me know.

Thank you,
Pabbly Support — Reply ·

Hello Jill,

The primary email is always the Pabbly account login email address; unfortunately, it cannot be changed. To get it changed, you have to get the Pabbly account login email address changed.

Thanks & Regards,

Adeel Akhtar
🌐 Pabbly.com

Jill — Reply ·
I thought I already requested for Pabbly to change my account email from hello@ to jill@? I requested this 5-6 months ago and it looks like no one ever did it. Is this something you can please do for me now?

Thank you,
Pabbly Support — Reply ·

Hello Jill,

The request was denied as you got the account email address changed earlier as well due to policies. As per our policy, it is unfortunately not possible to change the email address of a Pabbly account that is associated with a One-time plan. I completely understand how this may be disappointing. We already changed the account email address once.

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Thanks & Regards,

Adeel Akhtar
🌐 Pabbly.com

Jill — Reply ·
Yes, but never you never changed it back then either. So what am I supposed to do now? Never receive emails?
Jill — Reply ·
From what I can see, my email address was never changed from [email hidden] to [email hidden] from over a year ago when I originally requested it. So... I am not asking for something new. I am simply asking Pabbly to do what they said they would do over 1 year ago when I first noticed the problem. Why have I paid for a lifetime product that is useless to me if I am not receiving the emails and people are getting angry at my coffee roasting business because we are completely unaware of their subscription until they tell us they haven't received anything?

Also, no one is ever able to get into their portal to pause their subscription, change frequency, etc. as we promised them they would be able to?

What can be done to fix these 2 problems?

Thank you,
Pabbly Support — Reply ·

Hello Jill,

We already did the email change from [email hidden] to [email hidden] earlier on Jan 19, 2024. Unfortunately, the email change request for the same account cannot be accepted now.

Thanks & Regards,

Adeel Akhtar
🌐 Pabbly.com

Tiny Goat Small Batch Coffee Roasters — Reply ·

So it sounds like I am at the mercy of Pabbly's control and I will continue to never know if or when I have a new subscriber. I find it extremely hard to believe that your company CAN NOT change my email address. I think, the real fact that your company WON'T change my email address, regardless of how much it hurts my business, is a little more accurate.

What about the fact that none of my subscribers can access their portal? Is there a tutorial or anything you can link me to that would educate me on what to tell my customers when they inform they they can't access their portal so they can have access to it where I have promised them they can cancel anytime (yet, they can't because they can't access their portal)?

Pabbly Support — Reply ·

Hello Jill,

Considering your issue as a real problem, we are making a one-time exception allowing you to change the account email address. But the account email address change request cannot be processed via a forum thread. Kindly email us your request from [email hidden] to support@pabbly.com requesting an email change.

Remember this is a one-time exception, and we won't be able to allow the email change in the future. So we recommend that you get the email changed to the email address that will work for you longer time and does not have similar issues in the future.

Thanks & Regards,

Adeel Akhtar
🌐 Pabbly.com

Jill — Reply ·
Please change my email address for this account to [email hidden] --- Since I have bought a lifetime Pabbly product and might not always have Tiny Goat Coffee Roasters, I think it will be safer to change it to this email address because I use this email address daily and have never had issues receiving emails to it in the past. 

I am still needing an answer about portal - still need to know how customers can access the portal - I need to be able to tell them how to access their portal because they are still unable to do this.


Thank you,
Pabbly Support — Reply ·

Please send the email using [email hidden]. The email you sent was from [email hidden].

Also, the domain of the email address you want to change the account email address to, [email hidden], is different from trytinygoat.com. The domain must be the same as the current domain for the email address change to be processed.

Thanks & Regards,
Arshil Ahmad
🌐 Pabbly.com

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