Users are not receiving email notifications and broadcasts

 

If some users have reported not receiving email notifications and/or broadcasts, there are several things you can check.

  • Ask the user to check their spam folder and any social/promotions tabs they may be using. Some email notifications and broadcasts may end up there.
  • Ask the user to mark the address from which notifications are sent - no-reply@awardsplatform.com as allowed. For broadcasts, the from address is postmaster@mg.awardsplatform.com
  • Try not to use any characters or words in the message subject - like "!!!!" or "WINNER" - which might be flagged by anti-spam software.
  • Check whether the user has unsubscribed from broadcasts and notifications.

If you've checked all of these possible causes and your users are still not receiving messages, please contact support.

Tip: if multiple users specify they do not receive email notifications (this does not apply to the receipt of broadcasts), please make sure the notification is active by going to Settings > General > Notifications (see screenshot).
Important: to comply with local laws, SMS notifications cannot be sent to UAE residents between the hours of 9pm and 7am. 

Example 1: The notification list view featuring the 'active' status of each notification

Screen_Shot_2021-05-11_at_2.06.11_PM.png

Example 2: The 'Active notification' setting found within each notification

Screen_Shot_2021-05-11_at_2.06.43_PM.png

Need more help? Get in touch!

We're here to help if you need it. Simply get in touch with our Client Success team through one of the methods available at the base of the page.