Notifications
Communication preferences for your team. Pick which notifications each role receives by email and WhatsApp.
The Communication preferences page (in Settings → Notifications) controls which notifications XPay sends to your team and through which channels. Notifications cover account events (verification status, holds, team changes), money events (payments, refunds, payouts), and integration events (webhook delivery failures).
Two things shape what each teammate sees on this page: their role on your account (some notifications are restricted to specific roles) and the notification's own configuration (some channels are required, some are unavailable).
This page covers how the dashboard is laid out, the three lock states you may run into, what each notification reports, who receives it by default, and why test mode produces no notifications.
What you can do
Pick channels per notification
Each notification can be received by email, WhatsApp, both, or neither (depending on which channels are available).
Different defaults per role
Recipients are scoped per role. Owners and Administrators get account events; Accountants get money events; Developers get webhook failures.
Required channels stay on
Critical risk and compliance notifications are locked on for the roles that receive them. They can't be disabled.
Test mode is silent
Notifications fire only on live mode activity. Switch to live mode to receive them.
Open the communication preferences
In the dashboard sidebar, click your account menu and pick Settings, then click Notifications. The page is titled Communication preferences and described as "Choose which notifications you receive and how."
How the page is organized
The page is organized as three top-level tabs, each grouping related notifications into sections.
| Tab | Sections |
|---|---|
| Account | Risk and Compliance, Account Updates, Team Management. |
| Transactions and Balances | Payments, Payouts. |
| API | Webhooks. |
Each section lists its notifications as rows. To the right of every row are two columns of checkboxes: Email and WhatsApp. Click a checkbox to toggle that channel for that notification.
Saves are immediate; there's no save button.
Channels and lock states
Every notification has up to two channels: Email and WhatsApp. The state of a channel checkbox falls into one of four cases:
| State | Visual | What it means |
|---|---|---|
| Toggleable, on | Checked, clickable | The channel is on for you. You can turn it off by unchecking. |
| Toggleable, off | Unchecked, clickable | The channel is available but currently off. You can turn it on by checking. |
| Locked: required | Checked, disabled | The channel is mandatory for this notification on your role. You can't turn it off. Hover for "Required for your account". |
| Locked: not available | Unchecked, disabled | The channel doesn't apply to this notification (the message has no template for it) or the notification isn't sent to your role. Hover for an explanation. |
There are two distinct flavors of "locked unavailable":
- "Not available for this notification" means the notification only ships on certain channels. For example, transaction-related notifications today only send by email; their WhatsApp checkbox is locked off for everyone.
- "Not available for your role" means your role isn't on the recipient list for this notification. For example, a Sales Representative looking at the Refunds notification sees both channels locked off, because Refunds notifications go to Owners, Administrators, and Accountants only.
What each notification covers
The pages below list every notification XPay sends today, what triggers it, and which roles receive it.
Risk and Compliance
| Notification | What triggers it | Who receives it | Channels |
|---|---|---|---|
| Account status | Your merchant is approved, suspended, restored. A payment is held for risk review, or a hold is captured, released, or expired. | Owner only. | Email and WhatsApp required (locked on). |
| Information requests | The verification team asks you for additional documents or information, accepts your submission, rejects it, or cancels their request. | Owner and Administrator. | Email and WhatsApp required (locked on). |
Account Updates
| Notification | What triggers it | Who receives it | Channels |
|---|---|---|---|
| Payment method updates | XPay enables or disables a payment processor on your account (e.g. card processing comes online). | Owner and Administrator. | Email required (locked on). WhatsApp not available. |
Team Management
| Notification | What triggers it | Who receives it | Channels |
|---|---|---|---|
| Team member changes | A teammate is added, removed, or has their role changed. | Owner and Administrator. | Email toggleable (on by default). WhatsApp not available. |
Payments
| Notification | What triggers it | Who receives it | Channels |
|---|---|---|---|
| Successful payments | A charge succeeds. | Owner, Administrator, and Accountant. | Email toggleable (off by default). WhatsApp not available. |
| Refunds | A refund is created. | Owner, Administrator, and Accountant. | Email toggleable (on by default). WhatsApp not available. |
Payouts
| Notification | What triggers it | Who receives it | Channels |
|---|---|---|---|
| Payout sent | A standard payout batch is paid out to your bank. | Owner, Administrator, and Accountant. | Email toggleable (on by default). WhatsApp not available. |
Webhooks
| Notification | What triggers it | Who receives it | Channels |
|---|---|---|---|
| Webhook delivery failed | A webhook endpoint exhausts its retry attempts and gives up. Helps you catch broken endpoints before events pile up. | Owner, Administrator, and Developer. | Email toggleable (on by default). WhatsApp not available. |
If your role isn't listed for a given notification, the row appears greyed out for you with both channels locked off. Support Agent, Sales Representative, and View Only receive no notifications today; they see the page with every row locked.
Test mode is silent
Notifications are only sent for live mode activity. While you're in test mode, no email or WhatsApp message is delivered, regardless of how your preferences are configured.
The dashboard surfaces a notice at the top of the page in test mode: "Notifications are only sent for live mode activity. Switch to live mode to receive notifications." If you're testing your integration and expecting to receive an email or WhatsApp message, switch to live mode first.
Where to next
Team and roles
Roles control who appears on the recipient list for each notification.
Payouts and settlement
The Payout sent notification reports paid batches; this is where you read the underlying methods and schedule.
Webhooks (developer)
Webhooks deliver event data to your server; the failed-delivery notification fires when an endpoint stops responding.