Notification History

Use Notification History to view past email and/or SMS notifications for an individual user’s phone number. This allows your staff to verify if a user’s two-factor authentication notifications were delivered and see delivery logs for any SMS alerts that the user has set up. Only email and/or SMS notification history is shown. Voice call history to landline phone numbers is not shown. 

Note: This tool is not available in UAT environments because SMS messages are not sent in UAT.

For more information on 2FA in our products, go to Two-Factor Authentication. For information on Twilio, go to Our Standard and Optional Third-Party Vendors.

Navigate to Notification History

To access Notification History, staff users must have the permission "Can view notification history." Admins will be able to access it by default. 

To open Notification History, from the Admin Platform sidebar, select Configurations > Notification history > Search History.

In the dialog that appears, enter the user's phone number or select Email to enter the user's email address. Select Search.

You can also access Notification History from the user's profile. From the Admin Platform sidebar, select Customers or Members, then select the user's name. Scroll down to the Two-factor authentication section and select Search history. Results show automatically.

Notification History Page

The Notification History page shows the following information for email addresses:

• Recipient – The recipient's email address

• From Address – The sender's email address

• Subject Line – The truncated email subject line

• Date – The date and time the email was sent

• Status – The delivery status of the email. Go to Notification Delivery Statuses for more information.

The Notification History page shows the following information for SMS messages:

• To – The recipient's phone number

• From – The sender's phone number

• Body – The truncated message text. Verification codes in the body text are hidden for security. To customize the SMS text message that users receive with their 2FA codes, go to Customize the SMS Message.

• Date – The date and time the message was sent

• Status – The delivery status of the message. Go to Notification Delivery Statuses for more information.

  

  
  Statuses that are NOT "Delivered" have Twilio error code information below the status. View detailed descriptions for Twilio error codes at Twilio Docs.
  

  

Notification Delivery Statuses

Email Delivery

Email delivery is provided by Amazon SES (Simple Email Service), a cloud-based email-sending service provided by Amazon Web Services (AWS). It is designed to help businesses send transactional, marketing, or bulk emails to customers efficiently and securely.

Possible email statuses are:

• Send – The send request was successful and Amazon SES will attempt to deliver the message to the recipient’s mail server. (If account-level or global suppression is being used, SES will still count it as a send, but delivery is suppressed.) 

• RenderingFailure – The email wasn't sent because of a template rendering issue. This event type can occur when template data is missing, or when there is a mismatch between template parameters and data. (This event type only occurs when you send email using the SendTemplatedEmail or SendBulkTemplatedEmail API operations.)

• Reject – Amazon SES accepted the email but determined that it contained a virus and didn’t attempt to deliver it to the recipient’s mail server.

• Delivery – Amazon SES successfully delivered the email to the recipient's mail server.

• Bounce – A hard bounce when the recipient's mail server permanently rejects the email. 

• Transient Bounce – A soft bounce that occurs when Amazon SES is no longer retrying to deliver the email. Generally, these soft bounces indicate a delivery failure, although in some cases, a soft bounce can be returned even when the mail reaches the recipient's inbox successfully. This typically occurs when the recipient sends an out-of-office automatic reply.

• Complaint – The email was successfully delivered to the recipient’s mail server, but the recipient marked it as spam.

• DeliveryDelay – The email could not be delivered to the recipient’s mail server because a temporary issue occurred. Delivery delays can occur, for example, when the recipient's inbox is full or when the receiving email server experiences a transient issue.

• Subscription – The email was successfully delivered, but the recipient updated the subscription preferences by clicking List-Unsubscribe in the email header or the Unsubscribe link in the footer.

• Open – The recipient received the message and opened it in their email client.

• Click – The recipient clicked one or more links in the email.

• Unknown – Delivery status is unknown.

SMS Delivery 

SMS delivery is provided by Twilio, a cloud communications platform that helps businesses integrate various communication methods, such as SMS and voice calls. Possible SMS statuses are:

• Delivered – Twilio has received confirmation of message delivery from the carrier and the destination handset (where available).

• Delivery unknown – The message has remained in the sent status for longer than 1 hour without receiving a further status update. Select the info icon to view the Twilio error code.

• Failed – The message could not be sent. This can happen for various reasons including queue overflows, account suspensions, and media errors (in the case of MMS). Select the info icon to view the Twilio error code.

• Sent – Twilio has not received updated delivery information for your message. Typically, a sent status will be replaced by a delivered or undelivered status within seconds or minutes.

• Undelivered – Twilio has received a delivery receipt indicating that the message was not delivered. This can happen for many reasons including carrier content filtering, availability of the destination handset, etc. Select the info icon to view the Twilio error code.

View detailed descriptions for Twilio error codes at Twilio Docs.

Search for Another Phone Number/Email

To view history for a different email address or phone number, select Search History on the Notification History page.

Enter a new phone number or select Email and enter an email address. Select Search to refresh results.