When Is the Welcome Email Sent?
The welcome email is sent automatically when an order moves to active status and provisioning has succeeded. Specifically:
- Invoice is paid.
- Order is approved (auto or manual).
- For
hostingtype:CreateAccountjob completes successfully and returns credentials. - For
othertype: admin manually sets the service toactive. - Email is dispatched.
[!IMPORTANT] If provisioning fails (e.g. the Panel returns an error), the welcome email is not sent. The service stays in
pendingstatus and the admin receives a provisioning failure notification instead.
What the Welcome Email Contains
| Section | Details |
|---|---|
| Service credentials | Username, password, and server hostname (if provisioning returned them) |
| Control panel URL | Link to the client's hosting control panel |
| Billing information | Selected billing cycle and next due date |
| Support link | Link to submit a support ticket |
| Order summary | Products and options ordered |
Credentials are only included if the provisioning module returns them. If your module does not return credentials (e.g. for other type services), the credentials section is omitted.
Email Template
The welcome email uses the Order Completed template.
To customise it:
- Go to Admin → Email Templates.
- Find and open Order Completed.
- Edit the subject and body using the available template variables.
- Save.
Common Template Variables
| Variable | Output |
|---|---|
{{ $client->name }} |
Client's full name |
{{ $service->domain }} |
Domain associated with the service |
{{ $service->username }} |
Provisioned username |
{{ $service->password }} |
Provisioned password (sent once, on welcome only) |
{{ $service->next_due_date }} |
Next billing date |
{{ $product->name }} |
Product name |
[!WARNING] The welcome email is the only time the provisioned password is emailed to the client. Ensure your email is sent over TLS and consider advising clients to change their password immediately.
Resending the Welcome Email
If a client loses their welcome email:
- Go to Admin → Services → [service].
- Click Resend Welcome Email.
- The email is re-queued and sent.
[!TIP] Resending the welcome email does not regenerate a new password — it resends the password stored on the service record. If the client has changed their password in the Panel, the stored password may be stale. Direct them to use Panel's password reset instead.
Provisioning Failure Notification
If provisioning fails after payment:
- The admin receives a Provisioning Failed notification email.
- The client does not receive a welcome email.
- The service stays in
pendingstatus. - Admin should diagnose the error in the provisioning log (Admin → Services → [service] → Provisioning Log) and retry or manually provision.