This guide covers talking to stores through your Messages inbox, and the ways Enviglo lets you know something happened: notifications on the site, emails and Discord messages.
Message a store
Stores handle questions and support for their own products, so message the store first.
Open the store's page. From a product, select the store's name.
Select Message store.
Fill in a Subject and your Message, then select Send.
You're taken to the conversation in your inbox. Each time you use Message store you start a new conversation with its own subject.
If you're not signed in, you'll be asked to sign in first. You won't see Message store on a store you help run, or on a store that isn't taking messages.
For custom work, use Request custom work on the store's page or Request a commission on a product instead. See Request a service.
Message a store from Discord
You can also write to a store from Discord, through Enviglo's bot.
Open a DM with the Enviglo bot (select it in a server's member list, then Message). The bot's support assistant answers there. See Ask the bot a question.
Tell it which store you want to write to and what you want to say, like "Ask Nova Studio if the car kit works with R15".
It shows the message it wrote for you, under Message to a store. If it's right, select Send to and the store's name. Nothing is sent until you do.
Your message goes to the store as a new conversation, and the bot says Sent to and the store's name. After that, everything you write in the DM goes to the same store, and the bot ticks each message once it's sent. The assistant stays out of it until the conversation is closed.
The store's replies come to you as DMs from the bot. To answer one, select Reply under it or use Discord's reply on it.
When you're done, select Close conversation under any of the store's replies, or under Sent to. It moves to the store's closed conversations, and you're back with the assistant. If the store closes it, the bot tells you, and you're back with the assistant too. A conversation about a request for custom work stays open on Enviglo when you close it here, since the request has its own steps.
One at a time
Your DMs with the bot hold one conversation at a time: a support ticket or one store. While one is open, you can't start another, answer a different one or talk to the assistant. The bot says what's open and gives you the button to close it. Close it, and you can carry on with anything else.
You can also use /message, in DMs with the bot or in any server: type your text and pick the store. In a store's own server, it goes to that store unless you pick another. See Discord bot commands.
Things to know:
Only words go through. Stores don't get files or pictures you send the bot. Put a link to the file in your message instead.
It's the same conversation as on the site. It shows in your Messages inbox, and you can carry on there or in Discord.
No Enviglo account yet? Messaging a store makes one for you, with your Discord linked. Sign in with Discord to see your conversations on the site. See Create an account.
Your inbox
Open Messages, or select Messages in the account menu. The account menu shows how many unread messages you have.
Each conversation shows the store, the subject, the latest message and when it arrived. Labels tell you more:
Request with its status, such as Quoted or In progress, when the conversation is about a request for custom work.
Closed when the store has closed the conversation.
To reply, open the conversation, type in the Write a message… box and select Send. Pressing Ctrl+Enter, or Cmd+Enter on a Mac, also sends. An open conversation checks for new messages every 30 seconds.
You can't reply to a closed conversation. It says "The store closed this conversation." To get in touch again, use Message store to start a new one.
When a store messages you first
A store can only start a conversation with you if you own something from it, or you've messaged it or asked it for work before. Stores can't message anyone else out of the blue.
Notifications
Select the bell at the top of the site to see your latest 20 notifications. The bell shows how many are unread.
Select a notification to open what it's about. That marks it read.
Select Mark all read to clear the count.
Select the gear to choose what the stores you help run tell you about. See Account settings.
Notifications are removed 60 days after you read them, or after 180 days if you never do.
What you're notified about
Products added to your account: something you bought in a game, a free product you claimed, a code you redeemed, and products a store or another person gives or moves to you.
Products that leave your account: a store revoking a license or moving it to someone else, and a license coming back after a revoke.
Subscriptions: three days before one runs out, and when it has.
Products you own: a new version, when the store tells its owners about it, with what changed.
Stores: updates from stores you follow, or have bought from when the store sends to its customers.
Your wishlist: a product on it goes on sale, or a drop you saved comes out.
Messages and requests: a store replies to you, and each step of a request for custom work.
The forum: replies to your topics and posts, mentions, and your reply being marked as the solution. See Use the forum.
People: someone follows you, or reviews you as a creator.
Enviglo: replies to your support tickets, warnings and other decisions about your account, a rejected picture, and your Roblox account being linked.
Store teams: an invitation to join a store's team, and changes to your role on one.
If you help run a store, it also notifies you about things like sales, messages and reviews. You choose which in Settings. See Account settings.
Emails
Some notifications are also emailed to the address on your account:
products added to your account
updates on your requests for custom work
invitations to join a store's team
a drop you saved coming out
anything from Enviglo itself, such as support replies, decisions about your account, subscription reminders and your Roblox account being linked
Messages, follows, reviews, sales, team changes and forum activity stay on the site. There's no setting to turn these emails off.
Emails you can turn off
Two kinds of email come from stores:
Updates to products you own: when a store tells its owners about a new version, with its notes.
News from stores: updates from stores you follow, or have bought from.
You get at most two of these a day from all stores together, and the rest reach your notifications only.
To stop either kind, untick it in Settings under Notifications, or press Stop these emails at the bottom of one. The notifications keep coming either way.
Emails only go to a confirmed address on your account. Accounts made from myPod records start without one. Add or confirm yours in Settings under Sign-in. See Account settings.
Sign-in links, confirmation emails and password resets are sent separately, whenever you ask for them.
Discord messages
If you've linked Discord, Enviglo's bot sends you a direct message when you buy a product, claim a free one, or a store or another person gives or moves one to you. It says "You now own" and the product's name, or that it was transferred to you, with Open your library and View product buttons.
If you've written to a store from Discord, the store's replies in that conversation come to you as DMs from the bot too. See Message a store from Discord.
Discord only delivers these if your Discord settings let the bot message you. The product is in your library either way. See Link your Discord account.
In your DMs with the Enviglo bot, ask the support assistant for a ticket. It asks what you need help with first, then answers from the guide that covers it. If that doesn't sort it, tell it you still need help.
It then writes a subject and a summary of the problem from what you told it, and shows them under Support ticket. Select Open ticket if they're right. Nothing is opened until you do. For things only the team can do, such as a refund, a license transfer or a purchase missing from your account, it offers the ticket as soon as you've explained.
While the ticket is open, what you write in the DM goes to Enviglo support instead of the assistant, and their replies come to you as DMs. To answer one, select Reply under it or use Discord's reply on it. Only one ticket or store conversation can be open in your DMs at a time. See One at a time.
To close the ticket yourself, select Close ticket under any of support's replies. When it closes, by you or by support, the bot says Ticket closed and you're back with the assistant.
The ticket is the same one you see under Support on the site, so you can carry on there too.
You can edit or delete a message you sent on a ticket, even after it's closed. On a computer, hover over the message and select the pencil or the bin in its top corner. On a phone the buttons are always there. You can also press the up arrow in an empty reply box to edit your last message.
Edited messages show "(edited)" to you and to Enviglo support.
Deleted messages are gone for everyone. "This message was deleted." stays in their place so the replies around them still make sense. If you pasted a password or key by mistake, delete the message and change the password or key anyway.
"Too many changes in a short time." You can edit or delete 30 messages every 10 minutes.
Troubleshooting
"This store isn't taking messages right now." The store has turned messages off.
"This store is not accepting messages from you." The store has stopped you from messaging it.
"This store is not available." The store has been suspended or closed.
"You're doing that too often." You can start 10 conversations an hour and send 60 messages every 10 minutes. The message says how long to wait.
"Keep messages under 4,000 characters." Split a long message in two.
No emails arriving. Check the address under Sign-in in Settings, and your spam folder.