Troubleshooting messages and notifications

Find out why codes, WhatsApp updates, SMS, e-mails or pushes are not reaching people.

Where to find itShopSettings

Who can use this

Shop owner

Start with the channel that is failing.

Customers do not receive codes

Open Shop › Settings › Social Login Settings and read Phone code delivery.

You see	Cause	Fix
"SMS: off — enable SMS sign-in codes in SMS settings"	Neither Enable Login with SMS OTP nor OTP verification of phone number is on	Turn one on in SMS Settings. No such tab? Ask support
"SMS: off — the SMS gateway is not fully configured (SMS settings)"	No Default SMS Gateway, or a required provider field is empty	Complete SMS provider details
"WhatsApp: off"	WhatsApp codes are off for the platform, or there is no gateway and no usable code template	See WhatsApp sign-in codes; ask support
"No phone code can be delivered: the website hides code sign-in, and phone verification cannot be required."	No channel works	Fix SMS or WhatsApp above. Customers can use password or Google meanwhile
"SMS: on", yet nothing arrives	The provider refused the message: wrong key, or an unregistered sender or template	Check your provider's dashboard. The panel does not show the provider's answer
"SMS: on" with Dummy (For Testing) selected	The test gateway sends nothing	Choose a real gateway

Also check: a customer with a foreign phone number gets an SMS code only through Twilio. In India with MSG91, the Template Id must be a registered template.

WhatsApp messages are not sent

See Troubleshooting WhatsApp messages.

Order SMS is not sent

Use my own SMS provider is off. Order SMS is never sent through the platform's shared settings.
The event's switch on SMS Notification Settings is off. All start off.
India with MSG91: the event's Template ID is empty or not registered.
The sale was made at the point of sale, which gets no "delivered" SMS.
The order is a demo order. Demo orders send nothing.

E-mails are not arriving

Symptom	Cause	Fix
No order e-mails to customers	Use my own email provider or Enable Emails is off	Turn both on in Email Settings. No such tab? Ask support
One kind of order e-mail is missing	Its switch is off	Email Notification Settings
No "New Order Received" to your shop	Admin Notification "Email" is empty, or Enable Emails is off	Fill it in, or ask support to
The test says "Mail Sent" but nothing arrives	The provider refused the key or the sender, or the driver is Dummy (For Testing)	Check the key, verify the From address with your provider, read the provider's activity log
Some customers never get e-mail	Their account has no real e-mail address	Nothing to fix
A shop page says shop e-mails are off	E-mail sending is off for your shop	Ask support

Pushes are not arriving

Your shop has no customer app, or its push service is not set up. Both are the platform's to do: ask support.
Status pushes, from accepted to cancelled, are off for the whole platform. Ask support.
The customer has not installed the app, is signed out, or blocked notifications.
Your changed texts are not used: Enable Push Notification Overrides? is off.
No pop-up or sound in the panel: see New-order alerts and sound.

See also Customer sign-in codes and the overview.

Customers do not receive codes

Open Shop › Settings › Social Login Settings and read Phone code delivery.

You see

Cause

Fix

"SMS: off — enable SMS sign-in codes in SMS settings"

Neither Enable Login with SMS OTP nor OTP verification of phone number is on

Turn one on in SMS Settings. No such tab? Ask support

"SMS: off — the SMS gateway is not fully configured (SMS settings)"

No Default SMS Gateway, or a required provider field is empty

Complete SMS provider details

"WhatsApp: off"

WhatsApp codes are off for the platform, or there is no gateway and no usable code template

See WhatsApp sign-in codes; ask support

"No phone code can be delivered: the website hides code sign-in, and phone verification cannot be required."

No channel works

Fix SMS or WhatsApp above. Customers can use password or Google meanwhile

"SMS: on", yet nothing arrives

The provider refused the message: wrong key, or an unregistered sender or template

Check your provider's dashboard. The panel does not show the provider's answer

"SMS: on" with Dummy (For Testing) selected

The test gateway sends nothing

Choose a real gateway

Also check: a customer with a foreign phone number gets an SMS code only through Twilio. In India with MSG91, the Template Id must be a registered template.

Order SMS is not sent

Use my own SMS provider is off. Order SMS is never sent through the platform's shared settings.

The event's switch on SMS Notification Settings is off. All start off.

India with MSG91: the event's Template ID is empty or not registered.

The sale was made at the point of sale, which gets no "delivered" SMS.

The order is a demo order. Demo orders send nothing.

E-mails are not arriving

Symptom

Cause

Fix

No order e-mails to customers

Use my own email provider or Enable Emails is off

Turn both on in Email Settings. No such tab? Ask support

One kind of order e-mail is missing

Its switch is off

Email Notification Settings

No "New Order Received" to your shop

Admin Notification "Email" is empty, or Enable Emails is off

Fill it in, or ask support to

The test says "Mail Sent" but nothing arrives

The provider refused the key or the sender, or the driver is Dummy (For Testing)

Check the key, verify the From address with your provider, read the provider's activity log

Some customers never get e-mail

Their account has no real e-mail address

Nothing to fix

A shop page says shop e-mails are off

E-mail sending is off for your shop

Ask support

Pushes are not arriving

Your shop has no customer app, or its push service is not set up. Both are the platform's to do: ask support.

Status pushes, from accepted to cancelled, are off for the whole platform. Ask support.

The customer has not installed the app, is signed out, or blocked notifications.

Your changed texts are not used: Enable Push Notification Overrides? is off.

No pop-up or sound in the panel: see New-order alerts and sound.