Troubleshooting Notifications

  • Updated

If you are not receiving expected notifications or are receiving incorrect notifications, try the following troubleshooting steps.

1. Check Notification Preferences

  • Open Profile > Notifications.
  • Verify that the required notification types (Email, SMS, or Web UI) are enabled.
  • Save any changes made to your notification preferences.

2. Confirm Organization-Level Notification Settings

  • Notifications may be enabled or disabled at the account level by your administrator.
  • If notifications are disabled for your organization, individual user preferences will not override this setting.
  • Contact your administrator to verify that notifications are enabled for your account.

3. Verify Contact Information

  • Ensure your registered email address and phone number are correct.
  • If your contact information has changed, ask your administrator to update your user information.

4. Check Email Delivery

  • Check your Spam, Junk, or Promotions folders.
  • Ensure your mailbox is not full.
  • Add your organization's OWL email domain to your safe sender list, if required.

5. Verify Notification Triggers

  • Confirm that the event you expected actually generates a notification.
  • Some notifications depend on your role, record ownership, collaboration status, or notification preferences.

6. Refresh the Web UI

  • Refresh the browser to update in-app notifications.
  • Sign out and sign back in if notifications do not appear.

7. Browser Notifications

  • If using Web UI notifications, ensure browser notifications are allowed for the OWL site.
  • Verify that browser notification permissions have not been blocked.

When to Contact Your Administrator

Contact your system administrator if:

  • Notifications are not being received despite being enabled.
  • You receive duplicate or unexpected notifications.
  • Notification settings cannot be updated.
  • In-app notifications are not appearing correctly.
  • You believe notification processing is failing.

Note: Notification delivery may vary depending on your organization's configuration and the notification channels enabled by your administrator.