There are several possible reasons why an email/text message was not delivered.

Following are some common scenarios and troubleshooting tips.  

  • At the organization level, click the ​Admin​ icon and navigate to ​Organization​​> ​Organizations​​.

  • Click the Settings tab and expand General. Ensure that you selected Activate email and Activate text message (SMS).

  • Click the Email/Texts tab and ensure that you set the Issue Create template On for Email and Text.

  • Ensure you have enough email and text (SMS) credits for the center to send notifications. You can view the credit balance on the right when you are at the center settings. If you do not have enough credits, contact Support to purchase additional credits.

  • In the employee profile (Employees > Employees > (Name of the employee) > General tab):

    • Ensure that you selected Receive Transactional Emails and Receive Transactional Text Messages (SMS)

    • Ensure that the employee has a valid phone number and email address

Note: To purchase email/text credits, go to Purchase SMS and email credits.

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