# The emails we send you

Every email Spark sends, what each one means, and the useful thing about them — you can just hit reply.

Updated: 2026-09-12

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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](/help/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](/help/reading-your-offer).
- **An invitation**, if somebody adds you to a team. See
  [someone invited you to help](/help/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](/support). Nothing about your application depends on email — everything an email
   tells you is also on the application itself, on both surfaces.