When a shop replies to your message, Esano emails you at your account's email address. You get at most one email per conversation every 10 minutes, and you can turn these emails off any time.
What the email looks like
- From: Esano, at messages@updates.esano.com.
- Subject: the shop's name followed by "replied to your message."
- Message: the start of the shop's reply. Replies longer than 400 characters are cut short with "…".
- About: the listing, with its price, if your conversation was about one.
- Button: View conversation, which opens the conversation in your Messages.
The bottom of the email links to Turn off message emails in your account settings.
Why you don't get an email for every message
Esano sends one email per conversation, then waits 10 minutes before it can send another for that conversation. If the shop sends three messages in a row, you get an email about the first one. The next two don't get their own email, and Esano doesn't send another to catch up.
Other conversations have their own 10-minute window. A reply from a second shop sends its own email right away.
So don't rely on the email alone to see everything. Open Your account → Messages to read the full conversation. See Find and manage your messages.
When you won't get an email
- Message emails are turned off in your settings. See Turn message emails on or off.
- A reply arrived less than 10 minutes after the last email for the same conversation.
- The email didn't go through. If a send fails, Esano lets the next message email you.
- It's in your spam or junk folder. Search your inbox for messages@updates.esano.com. To check an email is really from Esano, see Which email addresses does Esano send from?.
New messages still show up in Messages on Esano whether or not you get an email.
Reply from the email
Replying to the email doesn't send a message to the shop. Use View conversation instead. See Replying to a message email.
Other emails
These emails are only for new messages. Sign-in codes and other account emails always go out, even when message emails are off. For the full list of emails Esano sends buyers, see Emails you get from Esano as a buyer. To manage your email address, see Change your email address on Esano.
Common questions
Why didn't I get an email for every message?
Esano sends at most one email per conversation every 10 minutes. A message that arrives inside that window doesn't get its own email, but it's waiting in Messages.
Do I get an email when I send a message?
No. The email tells you when a shop replies to your message.
Related articles
- Turn off Esano emails, including message emailsYour account · Account settings and emails
- Replying to a message emailBuying on Esano · Messaging shops
- Find and manage your messagesBuying on Esano · Messaging shops
- How long does a shop take to reply?Buying on Esano · Messaging shops
- Emails you get from Esano as a buyerYour account · Account settings and emails
More in Messaging shops
Still need help?
Email customerservice@esano.com or call 888-463-7051 (toll-free). Include your order number if you have one.