Why aren’t I getting Alert notifications?

This could be because:

• Timing: App download notifications can take between 20 and 60 minutes.

• Notifications disabled: If you’ve turned off certain settings you won’t get sent notifications.

• No Tracking: You may have switched tracking off for particular users.

• No Reports: You may have switch reports off for your account.

• Spam: Your email may be stuck in your email spam folder. Check to ensure our emails are set as “not spam”.

• No Email address: You may have signed up with a mobile number. We need an email address to send the report.

• Unsubscribed: You may have unsubscribed to an email from us (through an unsubscribe link on our emails).

Actions to Resolve

• Check snapshots to see if there is any data

• Check your users Activity feed to see if they have generated activity that would cause a safety indicator to be created in the last 7 days

• Check to see if the user is being tracked

• Check to see that you’ve not turned reports off for your account

• Update your account with your email address

• Check your spam/junk folder of your email, our emails may be being flagged as spam

  • Ensure you flag the email address as known so emails go to your inbox

• Log a support ticket to have them investigate, you may have opted out of emails

My issue still isn’t resolved, what do I do next?

For more information you can read our Behavioural Alerts and Red Flags feature guide.  It has a number of FAQs and links to how to guides that may help you with what you need to do.

Alternatively you can contact our support team for help.  

Please ensure that you include the following information in your request:

• Account email

• Child’s name

• Devices impacted

• Time of issue

• Description of the issue