Alert Notifications Not Received via Email

A user may not receive alert notifications via email even when the required alert notification settings are configured correctly.

One of the first checks should be whether the user's registered email address is verified on the platform. If the email address is not verified, email alert notifications may not be delivered to the user.

Example Questions

• • Why is the user not receiving alert notifications via email?
  • Why are email alerts not being received?
  • Alert notifications are configured, but the user is not receiving emails. Why?
  • How can I check whether the user's email is verified?
  • Why is the user receiving other notifications but not email alerts?
  • Does email verification affect alert notifications?

Symptoms / How to Identify

• User is not receiving alert notifications through email.
• Alert notification settings appear to be configured correctly.
• The user's registered email address is not verified.
• Other users may be receiving the same alert notifications correctly.
• The user may not have completed the email verification process.

Information Required Before Troubleshooting

• Affected username/account.
• Registered email address.
• Type of alert notification expected.
• Alert notification configuration.
• User's notification settings.
• Email verification status.
• Parent/Reseller/Company account hierarchy, where applicable.

Troubleshooting Steps

1. Verify Alert Notification Eligibility

First confirm that the affected account/user is eligible to receive alert notifications.

Check the applicable notification settings and ensure the required alert notification option is enabled.

2. Verify the User's Email Address

Check whether the user's registered email address is verified.

• If the email is not verified, the user should receive a verification email at the registered email address.
• Ask the user to check their inbox and complete the verification process.
• If necessary, check the spam/junk folder for the verification email.

3. Verify Notification Settings

Once the email address is verified:

1. Check the user's notification settings.
2. Confirm that the required alert notification is enabled.
3. Verify that email is selected as the required notification method, where applicable.
4. Confirm that the user has the necessary permissions to receive the alert.

4. Test the Notification

After completing the above checks:

1. Generate or wait for a new applicable alert.
2. Verify that the alert is generated in the platform.
3. Check whether the email notification is delivered to the verified email address.

5. If Email Is Verified but Alerts Are Still Not Received

If the user's email is verified and notification settings are correct, continue troubleshooting:

• Verify the alert configuration.
• Check the user's notification permissions.
• Check the account hierarchy and parent-level permissions.
• Verify the email/SMTP configuration if the issue affects multiple users.
• Review available email delivery information/logs, if applicable.

Possible Cause

• User's registered email address is not verified.
• Required alert notification is not enabled.
• User does not have the required notification permissions.
• Account is not eligible to receive the particular notification.
• Parent/account hierarchy permissions are not configured correctly.
• Email/SMTP or delivery-related issue.

Resolution / Action

Ensure that the user is eligible to receive the required alert and that the necessary notification permissions are enabled.

If email notifications are required, ensure that the user's registered email address is verified. Ask the user to complete the verification using the verification email sent to their registered address.

Once verification is completed, verify the notification configuration and test with a new alert.

If the email address is already verified and the user still does not receive notifications, investigate the alert configuration, user permissions, account hierarchy, and email/SMTP delivery configuration.