The emails we send you

Spark does not send marketing email. Everything below is about your file.

What arrives, and when

• "Welcome to Spark, <your name>" — when you create your account. Nothing to do.
• "We've got your application (SPK-XXXXXX)" — the moment you send one. This is your receipt; the reference in the subject line is the one to quote if you call.
• "We need a couple of documents (SPK-XXXXXX)" — an underwriter has read it and something is missing. It says what. See when we need something from you.
• "Application SPK-XXXXXX: <status>" — the file has moved. The same words the tracker uses.
• "You're approved — <amount>" — the one worth opening. See reading your offer.
• An invitation, if somebody adds you to a team. See someone invited you to help.
• A password reset link, only when you ask for one. It lasts an hour.

You can reply to any of them

This is the part people miss. Our emails are not sent from a no-reply address: a reply goes back to the people working on your file and lands on the record, not in a personal inbox somebody is away from.

So if the request for a document is easier to answer by email — the file is already an attachment in a thread with your accountant, say — reply to it and attach the thing. It reaches the same place as the upload panel.

Who gets them

Whoever the application belongs to. If your bookkeeper is on the team and filling it in, they do not automatically receive the decision email — that goes to the person the account belongs to. Worth knowing if you are the one waiting on an answer.

If they are not arriving

1. Check spam, and mark us as not spam if you find one there — otherwise the next one goes the same way.
2. Check the address on the account. A work address typed with a personal one in mind is the usual cause, and you can see which one we hold on the Account tab in the app.
3. Nothing at all? Call us. Nothing about your application depends on email — everything an email tells you is also on the application itself, on both surfaces.