From time to time, we send emails to keep you informed about your Kustom account — things like updates to our terms, changes to features or payment methods, or important service information. This article explains why you might receive an email from us, and what to do if you think it doesn't apply to you.
Why we send these emails
We send emails to the users registered on Kustom merchant accounts. Reasons could include:
Changes to payment methods, features, or integrations that affect your setup
Important service or security information
Actions needed on your account, such as verifying business information
Updates to Terms & Conditions or other agreements
These are emails related to your account and they're sent because you're listed as a user on one or more Kustom merchant accounts.
Why did I receive it?
You received the email because your email address is registered as a user on at least one Kustom merchant account that the update may apply to.
A few things worth knowing:
You may manage multiple stores. If you're an administrator or user for several stores or merchant accounts, an email may apply to some of them but not others. Log in to the Kustom portal to see which stores you manage.
Several people may receive the same email. We send updates to all administrators on an account and sometimes users, so colleagues or partners managing the same store may receive it too. No action is duplicated — it's just to make sure the information reaches you.
You may receive an email that doesn't require anything from you. Many of our updates are informational. If no action is needed, we'll say so clearly in the email.
What if the email doesn't seem to apply to me?
Occasionally, an email may reach you even though the update doesn't apply to your specific account or agreement — for example, if your agreement was arranged directly with a Kustom contact, or if you've already completed the action described. We'd rather make sure everyone who needs the information gets it than risk someone missing it.
If that's the case:
Check the email itself first. Our emails state who the update applies to, usually near the top.
If it doesn't apply to you, you can safely disregard it. No action is needed, and your service is not affected.
If you're unsure, contact us. Reach out via chat in the Kustom portal or email and we'll confirm what applies to your account.
How to know an email is really from Kustom
Genuine emails from Kustom:
Are sent from an address ending in @kustom.co
Address matters related to your Kustom merchant account
Link only to kustom.co domains, such as the Kustom portal and this help center
Kustom will never ask you to share your password, full card details, or verification codes by email. If you receive a suspicious email claiming to be from us, don't click any links — forward it to support@kustom.co and we'll investigate.
I no longer manage this account
If you've left the company or no longer manage the store connected to your email address, ask a current administrator to remove your user from the account in the Kustom portal, or contact our support team and we'll help you sort it out.