Test Notifications

Use test notifications to troubleshoot user issues with receiving emails or SMS notifications from your institution. Note: This feature is not available in UAT environments.

To test notifications, from the Admin Platform, select the cog wheel, then select Test Notifications. Enter the destination email and phone number, then select Send Test Notification.

If no errors appear, there is likely an issue with the user's device. The steps below can help resolve mobile or email notification issues.

Troubleshooting Mobile Notifications

• Check for blocked numbers. It's possible that the user or their mobile provider blocked the number used to send notifications.
• Check the network connection and ensure the user has adequate cell reception.
• Disable Airplane Mode.
• Restart the device.
• Ensure the device is updated to the latest version.
• Update the texting app and clear the app's cache. Then reboot the phone and restart the app.
• Have the user check their cellular provider's website. Look for any alerts or updates concerning network issues. Network problems may not be immediately obvious to end users, or may only affect certain functions.

Troubleshooting Email Notifications

• Ensure their email address is spelled correctly. This is the most common reason for email notifications not being received.
• Check that emails are not marked as spam. The user's email provider may have sophisticated spam filters that detect which emails are legitimate and which are not. These filters are not 100% reliable and may mark legitimate emails for spam, which you should have them mark it as safe.
• Check for group email addresses. If the user has group addresses such as sales@ or support@ then it’s possible the email was sent there, rather than their personal inbox. Check for other recipients in that group, as they may have received the notification instead.
• Check email filter rules. Ensure that the user doesn’t have filter rules that may be moving, blocking, or quarantining the email. Check the Junk and Clutter folders to see if certain emails are captured there.
• Look for connection problems. Sometimes the reason for not receiving emails is a wider problem, such as an issue with the internet connection in the user's building or a broader connectivity problem. Check if anyone else on the user's network is having problems with email or web access in order to rule this out.
• Allow more time for receiving notifications. The user's email may be relayed through several servers, which can delay communications.