Users Not Receiving Platform Notifications or Emails

Issue Users report that they are not receiving expected notifications, reminder emails, or system alerts from the platform.

Affected Area Notifications

Common Symptoms

• Enrollment confirmation emails are not being received
• Reminder notifications are not triggering
• System alerts are not appearing in the platform
• Notification preferences are not being saved
• Emails are landing in spam or are being blocked

Status If you are seeing this ticket, check with the engineering team whether an active investigation exists before escalating as a new bug. This is a known recurring issue affecting enrollment notification emails. If the ticket describes notifications not sending within 48 hours of enrollment and affects newly added participants only, this matches the known issue. If symptoms differ, escalate as a new bug.

Workaround Ask the customer to:

1. Check spam and junk folders
2. Confirm the email address on their account is correct
3. Check if their organization has email filtering rules blocking platform emails
4. Confirm whether the issue affects all users or specific individuals

When to Escalate Escalate as a new bug if notifications are confirmed not sending at the platform level and the issue is not related to email filtering on the customer side.