How do I find out why a push or email notification did not arrive?

You will know which of the usual causes applies.

Before you start

You need the Write permission for notifications to see the send form and its result line.

Steps

1. Look at the result line after sending. It says whether devices accepted, were removed as dead, failed, or that there were none.
2. If it says no devices, the customer has not turned push on. They enable it in their portal profile and allow it in the browser.
3. If the web-push option is disabled, the site has no push keys. Ask whoever runs the server to set them.
4. For email, check that the customer has an email address and that a mail server is set up and tested (Site Settings → Email, then Test Send).
5. Ask the customer to open their portal Notifications page: the in-app copy is always created, so if it is there the message was sent.

What you will see

Usually the portal copy exists and one delivery channel was missing something.

If something goes wrong

• A customer's push device that stops responding is removed automatically; they must turn push on again.
• Push needs an https site. The server refuses push endpoints that are not public https hosts.
• Broadcasts have no email channel.
• Customers can switch off in-app and email copies of ticket notifications in their profile, but not announcements.