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Troubleshooting Notification Delivery Issues

Last updated

Notification delivery issues can be very frustrating when they occur. However, they are generally easily resolved.

Common Causes for Notification Delivery Issues

  1. Incorrect Email or Mobile Number
  2. Delivery Issues (ex. Marked as spam, inbox full)
  3. Missing Communication Consent
  4. Notification Configuration Issues
    • Missing Location
    • Missing Healthcare Service
    • Missing Access Role
  5. Missing or Deactivated Notification

Delivery Issues (ex. Marked as spam, inbox full)

Email Notifications

A common reason for email notification to appear to be missing is that they have been sorted to the incorrect folder or mistakenly marked as spam.

We recommend:

  • Checking your spam folder
  • Checking your junk folder
  • Check any secondary folders or inboxes
  • Searching for emails from [email protected]
  • Check that your inbox is not full

For more information on searching your inbox please see the official help articles below:

SMS Notifications

Likewise, SMS notifications can be sorted to a built in spam folder.

If you are still unable to find the email or SMS message please feel free to reach out to our team and we can investigate if any other delivery issues were flagged.

Incorrect Email or Mobile Number

If the incorrect email or phone number is attached to an account it will cause delivery issues.

For Providers / Administrators

To resolve this, please take these steps:

  1. Navigate to My Clients (or All Clients for Admins)
  2. Locate the Client profile
  3. Click on their name to open their cumulative client profile
  4. Click Edit Details on the right hand side
  5. Confirm and update their email / mobile number
  6. Click Save

For Clients

Clients who have access to the client portal are able to update their mobile number on file but not their email.

To do so, please take the following steps:

  1. Login to the client portal here
  2. Navigate to your settings
  3. Click Edit
  4. Update your mobile number
  5. Click Save

Missing Communication Consent

If the SMS or Email communication consent is missing the relevant notifications will not be sent.

For Providers / Administrators

To resolve this, please take these steps:

  1. Navigate to My Clients (or All Clients for Admins)
  2. Locate the Client profile
  3. Click on their name to open their cumulative client profile
  4. Click Edit Details on the right hand side
  5. Check the communication consent
    • Confirm if the Email Communication Consent is checked for emails to be received
    • Confirm if the SMS Communication Consent is checked for SMS notifications to be received
  6. Click Save

For Clients

Clients who have access to the client portal are able to update their mobile number on file but not their email.

To do so, please take the following steps:

  1. Login to the client portal here
  2. Navigate to your settings
  3. Click Edit
  4. Confirm if the email or SMS consent is checked
  5. Click Save


Notification Configuration Issues

Notification delivery issues can also be caused by missing configurations, specifically:

  • Locations
  • Healthcare Services
  • Access Roles

To check your notification configuration please take these steps:

  1. Navigate to Settings -> Notification Templates
  2. Locate the relevant notification
  3. Click on the notification name to edit it
  4. Make the appropriate updates
  5. Click Update Notification Template

Missing Location

If the location where an appointment is booked is not listed on the notification template, then it will not be sent.


Missing Healthcare Service

If the healthcare service that the appointment is booked for is not included on the notification template, then it will not be sent.


Missing Access Role

If a relevant access role is missing from the notification, it will not be sent to. 

For provider or administrator related notifications, check for these roles:

  • Provider Admin
  • Provider
  • Office Staff
  • Support Staff

For client facing notifications, the following role should be present:

  • Patient


Missing or Deactivated Notification

The other possible reason why a notification has not be sent is because the notification is missing or deactivated.

First, check if the notification exists by:

  1. Navigating to Settings->Notification Templates
  2. Searching for the notification by name or type (ex. confirmation, reminder etc)

If the notification appears, check if it is active by reviewing the status in the Status column.

  • Active
    • Notification is active and will be sent
  • Inactive
    • Notification has been deactivated and will not be sent
    • Click the Activate button beside the inactive status
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