Notifications or SMS not arriving

How to find out whether a notification was sent, held, suppressed or failed, and fix the usual causes: personal preferences, quiet hours, phone settings, SMS limits and opt-outs.

Before you begin

• To review deliveries: access to Messages → Notification rules.
• To change SMS settings: the communications settings permission.

Check your own preferences

1. Go to Settings → My profile and find Notification preferences.
2. Tick the channels you want (In-app, Email, Push, SMS) for each event and select Save preferences.
3. Check your Mobile number in Details. It’s used for SMS alerts and sign-in codes.
4. Safety alerts can’t be turned off.

Check the delivery record

1. Go to Messages → Notification rules and scroll to Recent deliveries (last 7 days).
2. Filter by Channel and Status. Hover over a status to see the reason.
3. For a failed delivery, fix the cause and select Retry.
4. Select Test on a rule to send it to yourself with sample data.

Check quiet hours, digests and SMS settings

1. Go to Settings → Quality and communications and open the Communications tab.
2. Check SMS quiet hours (safety-critical exempt) (21:00 to 07:00 by default) and Default quiet hours for push and SMS. Messages in quiet hours wait until they end.
3. Non-urgent emails may be held for the daily or weekly digest (When daily and weekly (Monday) digests are sent).
4. On the SMS card, check This month against your included SMS, and the Opt-outs tab for numbers that replied STOP.

Check the phone

1. Allow notifications for CompanionAxis in the phone’s settings. Without it, push can’t arrive.
2. Make sure the person is signed in to the app on that phone.
3. If lock-screen privacy is on, notifications show “CompanionAxis” without names until the phone is unlocked.

Tips

• When the SMS allowance runs out, the default is to send push instead. Check When the SMS bundle runs out; add an SMS bundle in Settings → Plan and billing.
• Someone who replies STOP gets no more texts until they reply START or staff opt them back in with consent recorded.

If something goes wrong

Status suppressed

Hover for the reason: no device, no SMS consent, opted out, over the SMS limit or no address. Fix that detail and select Retry.

Status held or scheduled

The message is waiting for quiet hours to end or for the digest. It will send then.

Email shows sent but never arrived

Ask the person to check spam and their mail filters. Notification email is marked sent once handed to the mail service.

A banner says the SMS integration is paused

CompanionAxis has paused it. Contact support.