Messages and notifications

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.

1. Open the store's page. From a product, select the store's name.
2. Select Message store.
3. 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.

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.

Discord only delivers it if your Discord settings let the bot message you. The product is in your library either way. See Link your Discord account.

Support tickets

Tickets to Enviglo support aren't in your inbox. Find them under Support in the account menu, and open a new one. See Get help with a purchase.

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.