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Troubleshooting

Email or SMS notifications not sending

Work out why reminders, emails or text messages stay Pending or fail, and what to change so they go out.

  • 2 min read
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If people aren't getting emails or texts from NizamOS, check these things in order. You need to be an Organization Admin or Super Admin.

1. Is it in your plan?#

Automated reminders, email and text messages need the Core plan or higher. On Free, only in-app alerts for new signups are sent. See NizamOS plans and pricing.

2. Is the rule turned on?#

Open Notifications → Automation rules and check that a rule for that event and channel is turned on. A rule above your plan shows Upgrade to use and sends nothing. See Notifications and automation rules.

3. Has the automation been run?#

Date-based reminders, such as task due or session approaching, are found when an admin chooses Run automation on the Notifications page. Run it, then check the summary.

4. Is email or texting switched on?#

Open the Delivery box on the Notifications page, or Organization settings → Communications. If a channel says Not switched on, Being set up or Awaiting a number, messages stay Pending. Switch it on. Messages that were already waiting before you switched it on are never sent. See Email and SMS delivery settings.

  • The person must have given SMS consent for that phone number. Check the SMS consent section on their People record. See SMS consent and opt-out.
  • If they replied STOP, no texts are sent until they text START.
  • Your organization needs SMS credit. If there isn't enough, the text isn't sent. See SMS credit, packages and your texting number.

6. Emails only: monthly allowance#

If all of this month's emails are used, new reminders aren't emailed until you buy more or the month resets. Check Usage in Plan & Billing. See Change, upgrade or cancel your plan.

7. Does the person have contact details?#

Emails need an email address and texts need a phone number on the person's record.

Reading a notification#

On Notifications → All notifications, filter by Status to find Pending and Failed messages. Choose History on a message to see the event, each delivery attempt and any error. Choose Retry on a failed message, or Cancel on a pending one you no longer want sent.

If a text shows "Delivery could not be confirmed", it can't be retried, because retrying might send a duplicate.

Still have a question?

Ask the assistant in English, اردو or العربية, or email support@nizamos.ca.

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