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Overview

Newie keeps customer payment communication attached to the service and billing record. It sends the essential payment emails, shows account and customer activity, and supports service-specific messages through Newie Chat.

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Emails Sent to Customers

Customers get the core emails they need to buy, manage, and return to their purchase. The main customer-facing emails are:
  • New Purchase emails: sent after checkout. These can include the Customer Manage Link, receipt details, agreed terms record, and digital download link when those apply.
  • Welcome Emails: sent after checkout when you add one to the service. Use these for onboarding links, forms, booking instructions, app links, portal links, or next steps.
  • Receipts: sent manually when you email a receipt from a paid payment record.
  • Failed-payment and overdue emails: sent when Newie needs the customer to return to the purchase, update payment details, pay, or retry where that action is available.
  • Account and login emails: sent when the customer needs a verification code, email confirmation, or email update flow.
  • Chat notifications: sent when Newie needs to tell the customer that they have a new message.
The Customer Manage Link takes customers back to the purchase. It can appear in New Purchase emails, failed-payment emails, overdue emails, and Overdue Assistant follow-ups where those flows apply. Subscription and instalment statements are generated and shared manually by you. Newie does not automatically email subscription statements to customers.

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Notifications You Receive

Newie can notify you about sales, renewals, payment issues, payouts, account status, support replies, and customer chat messages. On iPhone, these appear as push notifications when notifications are enabled. On Mac, they can appear as desktop notifications when macOS notifications are enabled for Newie. For operational questions, treat the app record as the source of truth. Open the customer, invoice, payout, or support conversation in Newie to see the current state.

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Overdue Assistant Notifications

When Overdue Assistant is active, Newie can notify you as an overdue case moves forward: follow-up starts, a payment is recovered, the customer replies, the case needs your input, or the case is resolved. Customer replies matter. If a case is escalated, open the overdue customer or invoice context and decide what should happen next.

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Newie Chat

Use Chats or Chat with [Customer] when you need to message a customer about the service they bought from you. It works well for delivery notes, booking links, onboarding documents, Zoom links, quick follow-ups, and other service-specific messages.
  • Add links to Calendly, Google Docs, Zoom, or other resources.
  • Customers with the Newie app can receive app notifications for new messages.
  • Customers can also be notified by email when Newie needs to bring them back to the conversation.
Newie does not collect phone numbers at checkout. If you need a customer’s phone number for service delivery, ask for it through Newie Chat, a Welcome Email, or an external form.

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Newie Support

Open the Home screen help button when you need help from Newie support. On some screens, Ask a Question shows a relevant help answer first, then lets you open support chat with useful context already attached. When contacting support, include the details that make the issue easy to identify:
  • Your account email
  • The service name
  • The relevant customer name or email
  • Screenshots
  • A short description of what happened

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Common Email and Support Questions

Verification codes are sent to the customer’s account email. Ask the customer to check the right inbox, spam, junk, quarantine, promotions, and focused inbox folders.Ask them to search for Newie, wait 5-10 minutes, and retry. For corporate or government domains, ask their IT or email admin to check whether automated email is filtered.If the code still does not arrive, contact Newie support with the customer’s name, account email, the action that triggered the code, and the approximate time requested.
Check spam and junk first, then verify the email address. For corporate or government email providers, ask the recipient to check whether automated email is blocked or delayed.If the email still does not arrive, contact Newie support with the recipient email address, the expected email type, and the approximate time it should have been sent.
Check for outstanding overdue invoices, active Overdue Assistant follow-up, payment attempts after cancellation, or another Newie subscription with another provider.Ask the customer for screenshots showing sender, date, and subject line. If there are no outstanding invoices or post-cancellation payment attempts, contact Newie support.
Last updated: 2026-06-26