Esano emails you because of something that happened on your account, an order, a message or a shop you're connected to. The footer of most emails says why. Find your subject below.
Codes you didn't ask for
If the subject starts with "Confirm your email with this code", "Your Esano sign-in code" or "Reset your Esano password with this code", someone asked for a code for your email address. It's often a typo by someone else, or you tried to sign in earlier.
- You don't need to do anything. The email says: "If you didn't request this code, you can ignore this email."
- A reset code alone doesn't change your password.
- Don't share the code with anyone. Esano will never ask you for it.
Your account changed
- Your Esano password was changed. Your password changed. If you did it, there's nothing to do. If you didn't, go to Esano, select Forgot your password? on the sign-in screen and reset your password. See reset a forgotten Esano password and what to do if someone else accessed your account.
- An email-change confirmation. Someone asked to change the email on your account. If it was you, follow the link. If it wasn't, don't follow it and reset your password.
Orders and downloads
- Your Esano receipt for order {order}. The footer says: "You're getting this receipt because you bought files on Esano with this email address." See find your order number and receipt.
- Your downloads from {shop}. That shop sent you the download links for your order. Sign in with this email address to download.
- You made a sale: {title}. Someone bought from your shop. See the "You made a sale" email.
Messages
- {shop} replied to your message. You messaged that shop on Esano.
- New message from {buyer}. A buyer messaged your shop.
You can turn these off. See stop or turn off Esano emails.
Refunds and custom orders
These come from the shop or from Esano after you or the other side takes a step, such as asking for a refund or a custom order, sending a quote or delivering files. Each says which order or request it's about. See emails you get as a buyer or as a seller.
A shop team invite
If the subject is "{name} invited you to help run {shop}", someone entered your email address in their shop's Team settings. The footer says: "You got this email because {name} entered your address on Esano." You can ignore it, or see accept an invite to join a shop team to learn what joining means.
If an email doesn't match anything here
- Check the sender. Real emails come from addresses ending in
@updates.esano.com. See which email addresses Esano sends from. - Don't click links or share codes if something feels wrong.
- Report it by following spot phishing and scam messages, or contact Esano support.
Common questions
I got an Esano sign-in code I didn't ask for. Is my account hacked?
Not by itself. Someone may have typed your email address by mistake. Ignore the email and your account stays as it is. If you also got "Your Esano password was changed" and it wasn't you, reset your password right away.
Why did I get an email from a shop I never contacted?
Esano emails you about a shop when you messaged it, bought from it, made a request or refund request, or were invited to its team. Check the footer of the email for the reason.
Related articles
- Which email addresses does Esano send from?Policies and safety · Trust and safety
- Emails you get from Esano as a buyerYour account · Account settings and emails
- Emails you get from Esano as a sellerYour account · Account settings and emails
- Turn off Esano emails, including message emailsYour account · Account settings and emails
- Someone else accessed my Esano accountYour account · Signing in and security
More in Account settings and emails
Still need help?
Email customerservice@esano.com or call 888-463-7051 (toll-free). Include your order number if you have one.