Emails Sigil sends

Sigil is not a mailing product, and it sends very little. The list below covers the automated messages Sigil sends, which is worth having in front of you when somebody forwards you a message asking whether it is genuine.

Where they come from

Automated messages sent by Sigil come from signatures@usesigil.app, with the display name “Sigil by Tophhie Cloud”.

Nothing else sends on Sigil’s behalf. A message that claims to be from Sigil and comes from any other address is not.

Stripe sends billing mail of its own as well: the invoice itself, receipts, and its own payment failure notices, under Stripe’s own sender, because Stripe is what raises the invoice and holds the card. See billing.

Sigil sends its own notices about the same events, from the address above, and they say the same thing. That duplication is deliberate. The Stripe copy goes to the billing contact on the Stripe customer record, which is one address and is sometimes never filled in, while Sigil’s copy reaches everybody in your organisation who can actually act on it.

To your administrators and users

Message	Sent when
You’ve been given a role	Somebody is added to Users and roles for the first time. Names the role and what it covers
You’ve been invited to manage your organisation	An organisation is provisioned for you rather than self-served, so the first administrator has a link to start from
Signature test	You send a test email. Goes to the address you name, defaulting to your own
Sigil health digest	Weekly by default, to every administrator. Coverage, apply failures and anything waiting on a decision
Sigil health digest, on request	An administrator presses “Send me one” in settings. Goes to that administrator only
Action needed: reconnect Sigil	Admin consent has lapsed and signatures have stopped updating. Sent to every administrator
Your Sigil trial ends soon	Three days before the trial ends, and again the day before. The wording depends on whether a card is on file
Your Sigil payment failed, or your Sigil invoice is overdue	A payment has failed, or an invoice has gone past its due date. Names the day signatures stop
Your Sigil signatures stop on a named day	About a week before the grace period runs out, if it is still unsettled
A message from Tophhie Cloud	Support needs to tell your administrators something specific about your organisation
An announcement from Tophhie Cloud	Something applies to every customer rather than to you in particular, such as an add-in manifest worth taking or a change to a published policy

The health digest is the only one of these that arrives on a schedule rather than in response to something. It reports rather than alerts, so a healthy organisation still gets one, and it carries a link to settings where you can change it to monthly or turn it off.

An administrator can also send themselves a copy on demand. That one goes to the person who pressed the button and to nobody else, and it does not move the schedule, so the real digest still arrives when it was going to.

The reconnect prompt is sent by Tophhie Cloud support rather than fired automatically. A nightly scan across the fleet flags organisations whose Graph consent has stopped working, and somebody looks before your administrators are mailed, so a transient Graph outage does not become a fleet-wide alarm.

The role email goes out only when somebody is added, not when an existing user’s role is changed. Changing a role takes effect on their next request and needs no announcement.

The last two rows are both written by a person at Tophhie Cloud rather than fired by an event, and they differ only in how many organisations they were aimed at. Both are addressed to every administrator, both come from the address above, and both leave an entry in your change log so you can see afterwards that it was sent and when.

An announcement goes to organisations Sigil is actually serving. One whose trial lapsed months ago without a card is left out, because a notice about the product is not for somebody who is not using it. A wider notice, a change to the data processing agreement being the obvious one, goes to every organisation still on the platform. Neither is marketing and neither has an unsubscribe link, for the reason given below: Sigil sends no marketing at all, so there is nothing to unsubscribe from.

The billing notices

The three billing messages go to everybody who could do something about them: every Admin and every holder of the Billing role, plus the billing email on your billing profile if you have set one. Duplicates are removed, so somebody who is both is mailed once.

Trial reminders go out three days before the trial ends and again the day before, in a morning sweep rather than at whatever hour the clock rolls over. A message about money leaving an account belongs in the morning post. Each is sent once per trial end date, so extending a trial arms both again rather than skipping them silently.

What they say depends on how your account is collected. With a card on file it is a reminder that billing is about to start. With no card it is the one thing left to do before signatures stop. On invoice terms it says the first invoice follows, since there is no card to be missing.

The overdue notice is sent as it happens, the moment a healthy subscription first goes past due, since there is nothing gained by sitting on it overnight. A second message lands about a week before signatures stop, from the morning sweep with the trial reminders.

A card that is retried and declines again does not send another and does not move the date. The clock runs from the first failure, or on terms from the due date, so retrying neither buys time nor costs any.

The second message is also the safety net for a failure the first never saw. A subscription can reach a past due state without passing through the moment that sends the first notice, and the sweep still reaches those organisations before the cliff.

Neither goes to an organisation nobody is charging. A partner-managed client and an organisation on a free arrangement are both left alone, because telling either that a card is about to be needed would be wrong. So is a suspended organisation, and one whose deletion is already scheduled, on the grounds that a payment reminder is not their most relevant news.

If your organisation is managed by a partner

Message	Sent when
Your provider has invited you to set up Sigil email signatures	An MSP is onboarding you for the first time. Carries the link that starts admin consent, and expires after 14 days
Your provider has asked to manage your account	An MSP requests a transfer of your existing tenant. Approve or decline it yourself in the portal
Your provider has released your account	Your MSP has ended the relationship. Billing returns to you
Action needed: your email signatures are at risk	Your MSP’s payment has been failing long enough that your signatures have a stop date

These go to every administrator of the managed organisation rather than to the partner, and they exist because each one is something a client must not learn about only by noticing it. A managed client has no relationship with Stripe and no way to see a provider’s billing problem coming, so they are told directly, with the date and who to chase.

An organisation managed by a partner can legitimately have no administrators of its own, in which case there is nobody to tell and nothing is sent. The partner is the one who has to act in that case anyway.

The invitation is the exception to everything else on this page, because it arrives before your organisation exists in Sigil at all. It is sent only if your provider gives Sigil an address to send it to; a provider who would rather hand the link over themselves leaves that field empty and nothing is sent. Either way the link is the same one, it is single use, and it asks for a Global Administrator, so it is worth confirming with your provider that they sent it before anybody follows it.

To a partner’s own staff

Sigil sends partner staff almost nothing. An MSP joining the partner programme is given a signup link to follow rather than being mailed one, and after that partner staff learn about their client base from the console rather than from their inbox.

The one addition is the announcement described above, which can be addressed to a partner’s Owners and Admins as well as to each client’s own administrators. It exists because a managed client is allowed to have no administrators at all, its provider being the one who runs it, so a notice that needs somebody to act would otherwise reach nobody for that client.

Message	Sent when
Action needed: your Sigil payment failed	A payment on the partner subscription has failed. Names the date signatures stop across every managed client if it stays unpaid
Your Sigil partnership is at risk	The partnership has gone six consecutive months without an active client. Written to the partner’s Owners, and it starts the 30 days the agreement gives them to respond

The partnership-at-risk notice exists because the partner agreement promises it. Removal for going six months without a client cannot happen until the notice has been sent and the 30 days have run, so it is a required step rather than a warning somebody chose to send. See leaving the programme.

The payment failure notice goes to the billing email on the partner’s invoice details, if one is set, and to every Owner and Billing member of partner staff. It is sent once when the failure starts rather than on each retry, so a card that declines three times produces one message and one stop date.

Stripe sends its own dunning mail as well, from the first failure. Sigil’s notice exists because that one depends on the Stripe customer record carrying an address, and an MSP whose record had none used to learn about a failed invoice from their own clients. Between them it is why the client-facing warning above only starts partway into the grace window: by then the partner has already been told several times. See partner billing.

Mail about you rather than to you

One message goes to Tophhie Cloud support instead of to you. If connecting your organisation fails, or finishes with a step outstanding, support is emailed at the moment it happens with the attempt reference, your organisation name and domain, and which step did not complete. It carries no directory contents and no signature content. It exists so that a half-finished setup reaches somebody while you are still in front of the portal, rather than being noticed days later. See connect your organisation.

What Sigil never sends

No newsletters, no product announcements to end users, and nothing at all to the people whose signatures Sigil renders. Your colleagues get a signature on their mail; they do not get mail from Sigil.

There is no operational alerting. No threshold is configurable, nothing pages anybody, and no message is sent because coverage dropped or an apply failed. The health digest arrives on its schedule whatever the numbers say, and activity is a view you open rather than something that mails you.

The billing notices above are the exception, and are a deliberate one. They are not reports on how Sigil is running; they are notice that signatures are going to stop on a particular day unless somebody acts, which is the one thing nobody should first learn about by noticing.

Mail flow and anti-phishing

The messages above land in administrator inboxes and mention granting consent, adding a card, and approving a change of provider, which is exactly the shape of message a well-trained administrator is suspicious of.

That suspicion is correct, and the answer is that every action in these emails can also be started from portal.usesigil.app/admin directly. Nothing Sigil asks you to do requires following the link in the message. If a mail looks wrong, ignore it and go to the portal.

None of these messages ever ask for a password, and Sigil has no password to ask for. Portal sign-in is your Microsoft work account. See the security model.

Mail from people rather than from the system

Everything above is sent by Sigil itself. Separately from it, Tophhie Cloud may write to your administrators about your account: onboarding, configuration, a support request you raised, billing, a security matter, or anything else directly related to your use of Sigil.

Those are service communications rather than marketing. The published privacy policy names administering the service and communicating with administrators about their account among the purposes it holds your tenant, subscription and billing records for. See compliance.

Support itself is reached at support@usesigil.app, and the aim is a response within one business day, Monday to Friday in UK business hours. Sending your organisation name, what you expected, what happened, and the mailbox or template involved saves a round trip.