> For the complete documentation index, see [llms.txt](https://docs.pushpulse.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.pushpulse.com/notifications/troubleshooting-notifications.md).

# Troubleshooting Notifications

PushPulse allows notifications to be delivered through multiple channels, including push notifications, email, SMS, and automated phone calls. If you or a user are experiencing issues receiving notifications, follow this guide to identify and resolve common issues.

### Understanding Notification Deliverability

Several factors influence whether a notification is successfully delivered:

1. Channels Selected by the Admin – The admin determines which channels are used when creating a notification or notification template.
2. Account Capabilities – Certain notification types are only available on specific plans:
   * SMS: Available for Plus and Unified plans.
   * Voice Calls: Available for Unified plans only.
3. User Status – Users must have an active account to receive notifications.
4. Notification Preferences – Users can customize their preferred notification channels.
5. Device Permissions – The PushPulse mobile app requires certain permissions to send push notifications.

### Troubleshooting Notification Issues

#### User Did Not Receive Any Notification

If a user did not receive any notification at all, check the following:

* The user was not included as an individual recipient or a group member.
* The user has not activated their account.
* The user's notification preferences do not include any of the channels used in the message distribution.

#### User Did Not Receive an Email

If the user expected an email but did not receive one, verify:

* The admin included email as a distribution channel.
* The user's notification preferences allow email notifications.
* There are no deliverability issues related to the organization’s IT settings (e.g., whitelisting PushPulse IPs and domain names).

#### User Did Not Receive a Push Notification

If the user did not receive a push notification, check:

* The admin included push notifications as a distribution channel.
* The user's notification preferences allow push notifications.
* IT settings permit push notification traffic (e.g., required ports are whitelisted).
* The user granted push notification permissions when prompted by the app.

#### User Did Not Receive an SMS Message

If an SMS notification was expected but not received:

* Confirm the account has SMS messaging enabled (only available for Plus and Unified plans).
* Ensure SMS was included as a distribution channel.
* Verify the user's notification preferences allow SMS messages.
* Check if the user has blocked or opted out of SMS messages.

#### User Did Not Receive a Voice Call

If a voice call notification was expected but not received:

* Confirm the account has voice calling enabled (only available for Unified plans).
* Ensure voice calls were included as a distribution channel.
* Verify the user's notification preferences allow voice calls.
* Check if the user has blocked the voice call number.

### Final Steps

If all settings appear correct and the user is still not receiving notifications, consider:

* Checking spam or junk folders for emails.
* Restarting the PushPulse app or the user’s device.
* Contacting IT support to ensure necessary network settings are configured. [IT Configuration Instructions](/platform/it-configuration-instructions.md)
* Reaching out to PushPulse Support for further assistance.

By following this guide, you can effectively troubleshoot and resolve most notification delivery issues in PushPulse.

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