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Troubleshooting Notifications

Paige Freeman
  • Updated

Following are common troubleshooting scenarios for Notification Designer.

Why isn't my scheduled notification working?

There can be a number of reasons why your scheduled email notification is not working. Follow the steps below to verify your notification settings.

  1. Check the To email address. 
    Check to make sure that the To email address set within the Email Details is set to the correct email address.
  2. Check that the From email address is Verified.
    The From email address must be Verified for the email to send.
  3. Check if the notification is in Active or Test mode.
    If the notification is in Test mode, check the Global Settings to ensure the Test email is set to the correct email address.
  4. Check the Frequency, Start Date, End Date, and Timezone set on the Event Details tab.
    Make sure that these settings are correct for your email, and that you have waited the appropriate amount of time before checking for the email.
  5. Check the Additional Filters section on the Event Details tab.
    Check to make sure your filters are correct. If there is a filter included for the Allow System Notification flag set to Y, check the customer record to ensure the Allow System Notifications toggle is set to YES for that customer. This toggle is located on the Contact Information page within the customer record.

Where is my header/footer?

  1. Check to make sure your header and/or footer is Active.
    The header or footer must be Active for it to be included in your email. To activate a template, select Activate from the contextual menu within the grid on the Design Headers and Footers page. This sets the template status to Active. 
  2. Check to make sure your header and/or footer has been published to your environment.
    The header or footer must be published for it to be included in your email. To publish a template to Production, select Publish from the contextual menu within the grid on the Design Headers and Footers page.

Why isn't the customer getting the email?

  1. Check to make sure the customer has a primary email address on file. 
    The customer must have a primary email address to receive the email notification.
  2. Check if the notification is in Active or Test mode.
    The notification must be Active and not in Test mode for the customer to receive the email. 
  3. Check that the From email address is Verified.
    The From email address must be Verified for the email to send.
  4. Check the Additional Filters section on the Event Details tab.
    Check to make sure your filters are correct. If there is a filter included for the Allow System Notification flag set to Y, check the customer record to ensure the Allow System Notifications toggle is set to YES for that customer. This toggle is located on the Contact Information page within the customer record.