QrX messages to consumers, such as payment emails, PIN messages, receipts, and delivery updates, are sent from QrX's own infrastructure by default. Merchants can customize the templates behind these messages and can optionally send from their own email and SMS accounts.

In PortalX under Settings → Templates merchants can manage the message and document templates used for their channels. Templates support multiple languages, and you can send yourself a test message to check the result before it goes live to consumers.

By default, QrX sends messages through its own providers (SendGrid for email, Bird for SMS and WhatsApp). Under Settings → Messaging a merchant can instead connect:

Sender accounts are configured per template, so you can move over gradually. Credentials are stored write-only: after saving, secrets are never shown again in the portal, only a "configured" status.

The Messaging settings include a test console that verifies your sender configuration step by step: it validates the settings, connects to the provider, authenticates, and sends a test message, showing a pass or fail for each step. Run this after any credential change.

When you have configured your own sender for a channel and that sender fails (for example expired credentials), QrX does not silently fall back to QrX's own sender. This protects your deliverability and branding, but it means a broken sender configuration can stop messages. If consumers stop receiving messages after you changed sender settings, run the test console first.

Contact QrX support directly if messages stop arriving after a sender-profile change, if the test console keeps failing on the authentication or send step, or if you need QrX to look into provider-side delivery logs. Our team will investigate with you.