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Why are WhatsApp, email, or SMS notifications not being received?

Issue Title

  • WhatsApp/email/SMS notification issue

Issue Summary

WhatsApp, email, or SMS notifications may not be received even when an alert has been generated successfully. The issue can occur due to incorrect recipient details, notification configuration, provider restrictions, delivery failures, or system-side notification processing issues.

Symptoms / How to Identify

  • Alert is generated in the system, but the notification is not received.
  • WhatsApp message is not delivered.
  • Email notification is not received in the recipient's inbox.
  • SMS notification is not received on the registered mobile number.
  • Notification is received through one channel but not another.
  • Notification status shows Failed, Pending, or Undelivered, if available.
  • Some recipients receive the notification while others do not.

Information Required Before Troubleshooting

  • Vehicle/Object name or ID
  • Alert name/type
  • Alert date and time
  • User/recipient name
  • Registered mobile number or email address
  • Notification channel being used: WhatsApp, Email, or SMS
  • Alert configuration
  • Notification/recipient assignment
  • Notification delivery status or logs
  • Screenshot of the alert and notification configuration
  • Whether other notifications are being received successfully

Troubleshooting Steps

Check on Device

  1. Verify that the device generated and transmitted the event required for the alert.

  2. Check the event timestamp and relevant parameter in the device data.

  3. Verify that the alert condition was actually met.

  4. Confirm that the device was communicating with the system when the event occurred.

Check in System

  • Verify that the alert was successfully generated.
  • Confirm that the required notification channel is enabled.
  • Verify that the recipient is assigned to the alert.
  • Check the registered mobile number or email address.
  • Verify notification preferences and schedules.
  • Check whether the notification was sent through the selected channel.
  • Review notification logs/status for Sent, Delivered, Failed, Pending, or Undelivered status.
  • Check whether other users are receiving notifications for the same alert.
  • Test another notification or alert to determine whether the issue is specific to one alert or the notification channel.

Check Notification Channel

WhatsApp

  • Verify that the mobile number is correct and can receive WhatsApp messages.
  • Check whether the WhatsApp service/provider is active.
  • Verify whether the message was accepted, delivered, or rejected by the provider.
  • Check for template, account, or provider restrictions where applicable.

Email

  • Verify that the email address is correct.
  • Check the recipient's Spam/Junk folder.
  • Verify whether the email was successfully sent by the system.
  • Check for bounced, rejected, or blocked emails.
  • Verify email service/provider status if available.

SMS

  • Verify that the registered mobile number is correct.
  • Check whether the SMS was successfully submitted to the SMS provider.
  • Check for failed or rejected delivery status.
  • Verify network/operator-related delivery issues.
  • Check SMS provider balance, account, or service status where applicable.

Compare and Identify

  • Alert was not generated: Troubleshoot the alert-generation issue first.
  • Alert was generated but notification was not sent: Check system notification configuration and processing.
  • Notification was sent but not delivered: Investigate the respective WhatsApp, email, or SMS provider.
  • Only one recipient is affected: Check the recipient's contact details and preferences.
  • All recipients are affected: Investigate the notification service, provider, or system configuration.
  • Only one channel is affected: Focus troubleshooting on that specific notification channel.

Possible Causes

  • Incorrect mobile number or email address.
  • Recipient not assigned to the alert.
  • Notification channel disabled.
  • Incorrect notification configuration.
  • User notification preferences or schedules.
  • WhatsApp provider/template restrictions.
  • Email bounced, rejected, or marked as spam.
  • SMS provider or mobile network issue.
  • Provider account or service issue.
  • Notification service failure.
  • System-side notification processing issue.
  • Temporary communication or provider outage.

Resolution / Action

First confirm that the alert was generated successfully. Verify the recipient details, notification channel, alert assignment, notification configuration, and delivery status.

If the system did not send the notification, investigate the system notification configuration and processing. If the system shows that the notification was sent but it was not delivered, investigate the relevant WhatsApp, email, or SMS provider.

For escalation, provide the alert name, vehicle/object ID, recipient details, notification channel, event timestamp, notification status/logs, and relevant screenshots.