When sending out email notifications from your UpViral campaign (ex. the emails upon registration, incentives unlocked emails, etc.), your participants may see that the emails are sent by info@upviral.com regardless of the subscription you're under:

If you've already set up your own sender profile, what this does is it changes the (1) Name of the sender and the (2) Reply-to address. 

What this means is that the email address where the email is sent from will always be info@upviral.com. However, once a user replies to the email, their replies will get sent to the email address of the sender profile you've set up. 

Here's some more information on setting up a sender profile: https://support.upviral.com/support/solutions/articles/4000075836-how-to-change-the-sender-of-the-email-notifications-
If you wish to change info@upviral.com to your own email address, you would need to use a different email server. 
Here's an article on how to switch to your own email server: https://support.upviral.com/support/solutions/articles/4000075839-how-to-send-emails-using-your-own-email-server-

How to get your support tickets resolved faster
Statistics have shown us that the more you tell us when you report an issue, the faster we solve that ticket. So...
1 - If you have screengrabs, please include them. A picture is worth a thousand words.
2 - If you have recorded a video showing the issue you're having, please include that as well. A video is worth a million words.
We recommend a free service called Loom for creating these videos. (this is a link to useloom.com)
3 - To speed up ticket resolution, follow these useful tips How to Write the Perfect Support Ticket (That Gets Results Fast)