Customer email notifications for Vimeo OTT

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href="/hc/en-us/articles/12427224210321-Sending-notifications-for-Vimeo-OTT-subscription-products" class="sidenav-item ">Sending notifications for Vimeo OTT subscription products</a> </li> <li> <a href="/hc/en-us/articles/12427198824849-Customize-Vimeo-OTT-email-receipt-messages" class="sidenav-item ">Customize Vimeo OTT email receipt messages</a> </li> <li> <a href="/hc/en-us/articles/12427224110097-Customer-email-notifications-for-Vimeo-OTT" class="sidenav-item current-article">Customer email notifications for Vimeo OTT</a> </li> <li> <a href="/hc/en-us/articles/12427213095185-Ways-to-message-your-Vimeo-OTT-customers" class="sidenav-item ">Ways to message your Vimeo OTT customers</a> </li> <li> <a href="/hc/en-us/articles/12427212941585-Optional-registration-on-iOS-and-tvOS-for-Vimeo-OTT" class="sidenav-item ">Optional registration on iOS and tvOS for Vimeo OTT</a> </li> <li> <a href="/hc/en-us/articles/12427198592785-Rate-and-review-prompts-in-the-Vimeo-OTT-mobile-apps" class="sidenav-item ">Rate and review prompts in the Vimeo OTT mobile apps</a> </li> </ul> </div> </div> </aside> <article id="main-content" class="article"> <div class="art-pd"> <header class="article-header"> <h1 title="Customer email notifications for Vimeo OTT" class="article-title"> Customer email notifications for Vimeo OTT </h1>  </header> <section class="article-info"> <div class="article-content"> <div class="article-body"><p><span style="font-weight: 400;">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. </span></p> <p>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."</p> <p> </p> <h2 id="h_46d4deea-08bf-467d-9e4f-c6ec18948df2">Subscription purchase</h2> <p>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.</p> <p><img src="/hc/article_attachments/12442423798161" alt="email1.png" width="400" height="689"></p> <p>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.  </p> <p><strong>Note: </strong><span style="font-weight: 400;">We send similar emails for TVOD purchases and Pay-Per-View Event purchases.</span></p> <p><strong>Customizable text: </strong>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 <span style="color: #1a2e3a; background-color: #ffffff;"> viewer</span>s. </p> <p> </p> <hr> <h2 id="h_01HP425RN0VX1GJ8KTS8K9JFBJ">New content notification</h2> <p>If your customer has opted in to receive new content notifications from you, you can <a href="https://help.vimeo.com/hc/en-us/articles/12427224210321-Sending-notifications-for-subscription-products" target="_blank" rel="noopener noreferrer">notify them</a> 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.</p> <p> </p> <p><img style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif;" src="/hc/article_attachments/12442423893393" alt="email2.png" width="400" height="381"></p> <p>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."</p> <p><strong>Customizable text:</strong> 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.</p> <p>If you have branded apps, you can select those apps from the notification window and send your notifications via the apps as well.</p> <p>Your customers can opt to unsubscribe from these notifications by going to their email settings (<a href="https://support.vhx.tv/article/825-how-do-i-unsubscribe-from-emails" target="_self">this article in the customer help center</a> will tell them how).  </p> <p> </p> <hr> <h2 id="h_01HP425RN0NKAHZ77QSHEX8VK6">Link sign-in</h2> <p>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).<br><br><img src="/hc/article_attachments/12442453161617" alt="email3.png" width="401" height="419"></p> <p> </p> <hr> <h2 id="h_01HP425RN0TMFW721ZK15CQKNN">Gift subscription is expiring </h2> <p>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): </p> <p><img src="/hc/article_attachments/12442443377041" alt="email4.png" width="400" height="407"></p> <p><strong>Note: </strong><span style="font-weight: 400;">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.</span></p> <p> </p> <hr> <h2 id="h_d2420873-0198-48ef-927e-dd0d4b30124a">Subscription canceled</h2> <p>If your customer cancels their subscription, they'll get the following email (this email is not customizable): </p> <p><img src="/hc/article_attachments/12442424079505" alt="email5.png" width="402" height="581"></p> <p> </p> <hr> <h2 id="h_1eb1d58f-217c-4e04-99c9-d4356bf386ab">Paused subscription</h2> <p>If your customer pauses their subscription, they'll receive an email like the following (this email is not customizable):</p> <p><img style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Helvetica, Arial, sans-serif; font-size: 15px;" src="/hc/article_attachments/12442424217745" alt="email6.png" width="400" height="414"></p> <p> </p> <hr> <h2 id="h_1061370b-3d75-433a-8357-92fe90d3af8a">Failed payment attempt #1</h2> <p>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): </p> <p><img src="/hc/article_attachments/12442470030097" alt="email7.png" width="400" height="399"></p> <h2 id="h_7d95fb22-4b50-4336-a428-5e1b7a589a85">Failed payment attempt #2 - Canceled</h2> <p>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). </p> <p><img src="/hc/article_attachments/12442470066833" alt="email8.png" width="400" height="385"></p> <p><strong>Note: </strong><span style="font-weight: 400;">We initiate two (2) payment attempts for trials that are rolling over for subscriptions and seven (7) attempts for non-trial subscriptions.</span></p> <p> </p> <hr> <h2 id="h_f9891eb1-5a60-4a32-93f5-1d096e7935a2">Reset a password</h2> <p>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.</p> <p><img src="/hc/article_attachments/12442424412433" alt="email9.png" width="400" height="459"></p> <h2 id="h_01HP425RN08J1CGR289FHEM5GX">Password reset confirmation</h2> <p>If the customer resets their password by following the link in the reset email, they'll receive the following (this email is not customizable):</p> <p><img src="/hc/article_attachments/12442470146705" alt="email10.png" width="400" height="335"></p> <p> </p> <hr> <h2 id="h_01HP425RN0ND2QDNMV9BSG1BZT">Subscription renewal</h2> <div> <div>We send renewal reminders via email for <strong>annual subscriptions</strong> 30 days prior to renewal. We'll also notify users on a 30-day trial that they will be charged 7 days prior to the end of the trial (regardless if it is an annual or monthly subscription). </div> <div><img src="/hc/article_attachments/12442470126225" alt="email11.png" width="400" height="337"></div> <p> </p> <hr> <h2 id="h_01HP425RN0K307ST53QPC3BHSR">Chargeback</h2> <div>If your customer files a chargeback on content they purchased from you, they'll see the following email: </div> <div><img src="/hc/article_attachments/12442443965713" alt="email12.png" width="400" height="625"></div> <p> </p> <hr> <h2 id="h_01HP425RN05VR8QBVT7NFVZ882">Credit card expiring</h2> <p><img src="/hc/article_attachments/12442470207377" alt="Screen_Shot_2020-10-27_at_1.20.13_PM.png" width="555" height="483"></p> <div> </div> </div></div> </div> </section> <footer> <div class="article-footer"> </div> <div style="color:green; padding-bottom: 50px;" class="downvote-success-message"> </div> <div class="article-votes"> <span class="article-votes-question" id="article-votes-label">Was this article helpful?</span> <div class="article-votes-controls" role="group" aria-labelledby="article-votes-label"> <button type="button" class="button article-vote article-vote-up" data-helper="vote" data-item="article" data-type="up" data-id="12427224110097" data-upvote-count="3" data-vote-count="11" data-vote-sum="-5" data-vote-url="/hc/en-us/articles/12427224110097/vote" data-value="null" data-label="3 out of 11 found this helpful" data-selected-class="button-primary" aria-label="This article was helpful" aria-pressed="false">Yes</button> <button type="button" class="button article-vote article-vote-down" data-helper="vote" data-item="article" data-type="down" data-id="12427224110097" data-upvote-count="3" data-vote-count="11" data-vote-sum="-5" data-vote-url="/hc/en-us/articles/12427224110097/vote" data-value="null" data-label="3 out of 11 found this helpful" data-selected-class="button-primary" aria-label="This article was not helpful" aria-pressed="false">No</button> </div> <small class="article-votes-count"> <span class="article-vote-label" data-helper="vote" data-item="article" data-type="label" data-id="12427224110097" data-upvote-count="3" data-vote-count="11" data-vote-sum="-5" data-vote-url="/hc/en-us/articles/12427224110097/vote" data-value="null" data-label="3 out of 11 found this helpful">3 out of 11 found this helpful</span> </small> <div class="downvote-message"> <iframe id="article_feedback_form_frame" style="height:500px; 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Customer email notifications for Vimeo OTT – Vimeo Help Center