Customer emails
The Customer Manage Link in subscription and instalment plan overdue emails opens the customer’s existing purchase. Overdue Assistant includes it in its follow-up emails too. You usually only need to resend it if the customer asks or cannot find the email. The link is for that customer; use their record in your Newie app to manage the purchase yourself.
Messages you send
- To send a receipt, choose Email Customer Receipt on the paid payment.
- To share a subscription or instalment statement, generate it from the record and send it yourself. Newie does not email statements automatically.
- For service arrangements, write to the customer in Newie Chat or your usual communication channel.
Customer chat
Open Chats or choose Chat with [Customer] from their record. Use the conversation for delivery notes, booking instructions, documents or a follow-up about the service. You can include links to Calendly, Google Docs, Zoom and other resources. Customers using the Newie app can receive notifications for new messages. Newie can also send chat notifications by email. Newie does not collect phone numbers at checkout. If you need one for service delivery, ask through Chat, a Welcome Email or an external form.Provider notifications
Newie can notify you about sales, renewals, payment issues, payouts, account status, support replies and chat messages. Turn them on in your device settings:- iPhone: Open Settings → Notifications → Newie and turn on Allow Notifications. Choose where you want alerts to appear.
- Mac: Open System Settings → Notifications → Newie and turn on Allow notifications.
Overdue Assistant notifications
While Overdue Assistant is active for a case, it can send follow-ups and notify you when a payment is recovered, the customer replies, your input is needed or the case is resolved. If a case is escalated, open it and decide what should happen next. See Failed Payments & Overdue Invoices for the case controls.Email and support questions
A customer is not receiving a verification code
A customer is not receiving a verification code
The customer should receive and enter the code themselves. Do not ask them to forward a one-time verification code or use it on their behalf.Check that they are looking in the inbox for their Newie account email. Ask them to search for Newie and check spam, junk, quarantine, promotions and focused inbox folders.Ask the customer to request a new code. For a corporate or government address, the recipient’s IT or email admin may need to check automated-email filtering.If the code still does not arrive, contact Newie support with the customer’s name, account email, the action that requested the code and the approximate time.
You or a customer are not receiving emails
You or a customer are not receiving emails
Verify the email address and check spam or junk. For corporate or government addresses, ask the recipient’s email administrator whether automated messages are blocked or delayed.If the email is still missing, give Newie support the recipient address, expected email type and approximate time it should have arrived.
A customer is still receiving billing emails after cancellation
A customer is still receiving billing emails after cancellation
Check for an outstanding invoice, active Overdue Assistant follow-up, a payment attempt after cancellation or another Newie subscription.Ask for a screenshot showing the sender, date and subject. If you cannot match the email to an outstanding invoice or later payment attempt, contact Newie support.