Troubleshooting: Staff members aren’t receiving email or SMS notifications

Problem

Staff members are not receiving email or SMS notifications from your business for several reasons. Review the table below to determine the cause of the issue you’re facing and learn how to implement the corresponding solution.

If you are having issues with clients not receiving notifications, see Troubleshooting: Clients are not receiving email or SMS notifications.

Solution

To resolve the issue, follow the instructions below. If the issue persists after completing these steps, please contact WellnessLiving Support.
IssueResolution
The notification is not active and cannot be sent to any staff members.Check the staff member’s individual notification settings under the Notifications tab of their profile and if necessary, activate the notification.
The staff role assigned to the staff member does not have the appropriate permissions to access the notifications.Modify the notification settings for the staff role to ensure your staff members receive all the notifications they need.
The email notification is being flagged as junkCheck to make sure that the emails are not present in the junk folder. If necessary, update your email settings to ensure that the email sender is not blocked by your email address. Also, check to make sure staff members are not using unique domain names for their email addresses. Many private domain names will not be able to receive email notifications from WellnessLiving. Please try to use public domain names such as Gmail or Hotmail.
The SMS notification is being flagged as spam.If you are including links in your SMS message, do not use URL shorteners such as bitly.com. Shortened links may cause carrier filters to flag the message as spam.

If you are sending the SMS message manually, only send the message to 50-100 clients at a time. Sending a message to a mass amount of clients at one time may cause carrier filters to flag the message as spam.

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