Glow sends automated emails when customers join your loyalty program, earn points, redeem rewards, receive referral rewards, and reach other loyalty milestones. You can customize these emails in two places:

Use Settings > Email Templates to preview templates, enable or disable each email, copy available variables, and edit full HTML when your account has template access.
Use Settings > Translation to edit the customer-facing email text, including subject lines, headlines, greetings, messages, and call-to-action text.

Before you start

Keep these points in mind:

If you are on the free plan, you can edit email text from Translation, but full HTML template editing is not available.
Some accounts may need support-enabled email template access before HTML edits can be saved.
If you customize a template's HTML, that template will not receive future Glow system template updates.
Variables such as {customer_name} and {points_name} are replaced with real customer and program values when Glow sends the email.

Open your email templates

In Glow, go to Settings > Email Templates.
Find the email you want to review.
Click View Template.

Glow Email Templates page with the free-plan HTML access note and View Template button highlighted

If a template shows Upgrade, that template is not available on your current plan.

Preview an email

Each template page includes a live preview of the email body. Use this preview to check the layout, wording, button text, and unsubscribe footer before customers receive the email.

Glow New Member email template preview with the preview body, available variables, and Enable Email field highlighted

The preview uses sample variable names, so seeing text like {customer_name} or {signup_points} in the preview is expected. When the email is sent, Glow fills those values with the customer's name, point balance, reward code, or other details for that email type.

Turn an email on or off

Open the template.
Find Enable Email?.
Choose Enabled or Disabled.
Click Save Email Settings.

Disabling a template stops Glow from sending that specific email. It does not turn off your loyalty program or other email templates.

Use variables in email copy

The right side of each email template page shows the variables available for that template. Copy variables from that list when you want Glow to insert customer or loyalty data into an email.

Examples include:

{customer_name}
{point_balance}
{points_name}
{signup_points}
{code}
{reward_name}

Available variables depend on the email. For example, a redemption email can include discount-code variables, while a birthday email focuses on points and customer details.

Change the subject line and email text

Use Settings > Translation for the words customers see in Glow emails.

Go to Settings > Translation.
Search for the email you want to edit, such as welcome_email.
Update the subject, headline, greeting, message, or button text.
Keep any variables you still want Glow to fill in, including the {} braces.
Click Save Settings.

Glow Translation page filtered to New Member email text fields

Use Translation when you want to change wording without editing HTML. This is usually the safest option for most merchants.

Edit the full HTML template

If your account has HTML template access, use the HTML tab on an email template page to edit the full email structure.

Glow New Member email HTML tab with the template editor and free-plan access message highlighted

Use HTML editing only if you are comfortable working with email HTML. Email clients can be strict, so small markup changes may affect the way the message displays in inboxes.

After editing HTML:

Keep the variables you still need.
Preview the email.
Click Save Email Settings.
Send yourself or a test customer through the related loyalty action when you need to test the real delivered email.

Revert a customized HTML template

If an email template has custom HTML saved, Glow shows a message above the template saying the email is customized and not eligible for system updates.

Use the revert link in that message to return to Glow's default template. Reverting removes the custom HTML for that email template.

Email templates available in Glow

Glow includes these email templates:

Template	When it is used
New Member	Sent to new members when they sign up.
New Order	Sent to members when they earn points for an order.
Happy Birthday	Sent to members on their birthday when birthday awards are configured.
Happy Anniversary	Sent to members on the anniversary of joining your program when anniversary awards are configured.
New Referral	Sent to members when they refer a friend and earn referral points.
Referral Discount Reward	Sent when a member receives a free discount code for referring a customer.
Discount Code (Redemption)	Sent when a member redeems points for a discount code.
Automatic Reward (Redemption)	Sent when a member redeems points for an automatic reward.
Points Expiration Notice	Sent before a member's points expire, when point expiration is enabled.
Points Balance Reminder	Periodically reminds members about unused points. Available on paid plans.
Discount Code (Reminder)	Periodically reminds members about unused discount codes. Available on paid plans.
Manual Points Adjustment	Sent when a member's points are manually adjusted.
Custom Reward State Updated	Sent when a custom reward submission is approved, denied, or otherwise updated.

Common questions

Why can't I edit the HTML?

Full HTML template editing is limited by plan and template access. If the HTML editor is disabled or you see an upgrade message, use Settings > Translation for text changes or contact support about template access.

Why do I still see variables in the preview?

That is expected. Glow fills variables with real values when the email is sent to a customer.

Will custom HTML templates receive Glow updates?

No. After you customize a template's HTML, that template is no longer eligible for automatic system template updates. Revert the custom template if you want to return to Glow's default version.