You can manage who your customer emails come from, how they look, and how many you can send each month all in one place. This guide explains how to use your own sender domain, unify your email branding, and calculate or purchase additional sending quota.
Go to Customers → Settings in your dashboard. You will see three cards: "Sender Identity," "Email Branding," and "Sending Quota."
Your sender domain is the part after the @ in your email address, such as yourbrand.com in hello@yourbrand.com. Using your own domain helps customers recognize your brand immediately and reduces the chance of your emails being marked as spam. A Pro plan or higher is required to use a custom sender domain.
Before you set this up, emails to customers are sent as "Your Website Name via Kanorio" from a Kanorio notification address. When a customer clicks "Reply," the email is sent to the contact email address listed in your website settings.
| Email Type | Unverified | Verified |
|---|---|---|
| Order confirmations, shipping, refunds, etc. | Sent from Kanorio default address | Sent from your domain |
| Form confirmations, campaigns, etc. | Not sent | Sent from your domain |
Emails that count toward your quota must be sent from your own domain. Anyone can use someone else's email address to fill out a form; if these emails were sent from a Kanorio address, malicious users could impersonate your forms. Using your own verified domain also protects your sender reputation from being affected by other websites.
Before verification, these emails in Automations will be marked with "Sender domain verification required." Reasons for unsent emails are listed in Contact Records.
yourbrand.com)—do not include https:// or www. If your website already has a custom domain, it will be pre-filled.If your domain is already used for business email (e.g., Google Workspace, Outlook), we recommend using a subdomain like mail.yourbrand.com to avoid conflicts.
Domains from free email providers like Gmail, Yahoo, or Outlook cannot be verified. Please use a domain you own. Each website can only have one sender domain.
If your domain was purchased via Kanorio and is managed by Kanorio:
If your domain is managed by another provider: Go to your domain provider's DNS settings page and add the records as shown on the screen:
Copy the name and value exactly as shown. Verification usually takes a few minutes to a few hours. The status of each record will be displayed.
| Status | Meaning and Action |
|---|---|
| Pending | Waiting for DNS to propagate. The system checks automatically within 72 hours, or you can click "Re-check." |
| Failed | Records do not match. Verify the name and value match exactly, then click "Re-check." |
| Verified | Customer emails will be sent from your domain. |
| Expired | Previously verified, but DNS records were deleted or changed. |
If verification is not complete after 72 hours, the system stops automatic checks. After fixing your DNS, click "Re-check" manually. Wait 30 seconds between checks.
If verification expires: Until fixed, form confirmations and campaigns will pause, and shopping emails will revert to the Kanorio default address. You and team members with management permissions will receive a notification. Once you confirm the records and click "Re-check" to restore "Verified" status, sending will resume with your original settings. You can click "Resume sending" for paused campaigns.
In the same panel, update "Sender Details" and click "Save":
@ (e.g., hello, news, orders). Use only letters, numbers, and . _ + -. Defaults to hello.Preview the result in the "Sender preview" section.
To change your domain, click "Remove domain" first, then add the new one. Removing a domain pauses emails that count toward your quota, reverts shopping emails to the Kanorio default, and deletes the DNS records managed by Kanorio.
Email branding settings apply to all emails sent to customers. Changes to automations or campaigns take effect everywhere at once. Notifications sent to your website team use Kanorio templates and are not affected.
Go to Customers → Settings and click "Email Branding." You can also click "Adjust email branding" while editing an email.
Logo Design: Uses your brand logo from website settings. If not set, it displays your store name. Adjust "Size" (Small, Medium, Large) and "Position" (Left, Center, Right). The preview shows the actual size. Change your logo in website settings.
Primary Color: The color of buttons and links in emails. It follows your website's brand color. Change it in the editor settings.
Footer Info: Appears at the bottom of every email. Defaults to your website data: contact email, phone, address, and links to your Terms of Purchase, Refund Policy, Privacy Policy, and Terms of Service. You can customize this (links only). Click "Restore default" to revert to auto-generated content.
Brand Links: Uses the brand links from your website settings. Use the toggles to decide which appear in the footer (e.g., only Instagram and LINE). New links added later are displayed by default.
Campaign emails automatically include an "Unsubscribe" link that cannot be removed. Order confirmations and shipping notifications do not include this.
| Email Type | Counts toward quota |
|---|---|
| Order confirmations, payment reminders, shipping, refunds, etc. | No (all plans) |
| Form confirmation (to the submitter) | Yes |
| Form submission notification (to your team) | Yes (per recipient) |
| Campaigns | Yes (per recipient) |
| Kanorio inbox notifications, Webhooks | No |
| Test emails | No |
Emails that count toward your quota require a Pro plan or higher and must be sent from your verified domain.
| Plan | Monthly Included | Add-on Size | Add-on Cost |
|---|---|---|---|
| Free | None (cannot send quota-based emails) | N/A | - |
| Pro | 100 emails | 100 emails | NT$25/month per 100 |
| Business | 1,000 emails | 150 emails | NT$25/month per 150 |
Prices are based on your subscription currency (e.g., US$0.90, HK$7, ¥130). Quotas reset monthly and do not roll over.
Go to Customers → Settings. The "Sending Quota" card shows this month's usage. Click the card to see "Monthly Overview," including remaining quota, reset date, "Included in Plan," "Monthly Add-ons," and "Monthly Total."
Add-on rules:
If you use less than your quota, the panel will suggest reducing add-ons to save money. If you run out during a campaign, you can add quota during the sending process (see Campaigns).
Quota-based emails (like form confirmations) pause when you run out. Enable "Auto-add quota when limit reached" to automatically add a pack (100 for Pro, 150 for Business) so emails keep sending:
Auto-add-on is off by default. Click "Agree and enable" to turn it on.
| Situation | Billing Time |
|---|---|
| Monthly plan | Billed with your next monthly invoice |
| Annual plan | Billed when add-ons reach ~NT$150, or with your annual renewal |
| Large add-on (> ~NT$150) | Billed immediately |
All charges appear on your Billing page. If credit card verification is required, you will be prompted to complete it before the quota takes effect.
If payment fails, you can only use your plan's included quota until the balance is paid. You cannot purchase add-ons during this time. Update your payment method on the Billing page to restore service.
The most common reasons are that the sender domain is not verified or your monthly quota is exhausted. Check the reason in Contact Records by clicking on the email.
No. Order confirmations, shipping, and refund emails are sent from the Kanorio default address until you verify your domain, after which they are sent from your domain.
No. Sender records are added to a specific subdomain and do not change your existing email settings.
Each domain can only be used as a sender domain for one website. Check if another of your websites is using it, or use a subdomain like shop.yourbrand.com.
This is a capacity issue on our end, not an error in your settings. Please contact us.
The add-on size changes to 150 emails, effective immediately. For example, if you had 2 add-ons (200 emails), you will have 300 emails after upgrading, with no change in cost.