What are the main reasons for communication issues

Depending on the communication methods, there are some reasons why the users may not have received an alert.

First it must be confirmed that the users were correctly configured to receive that alert in the moment of alert generation. Then verify the list below and check if any of these conditions are met.

Email

• Invalid email address (common for users who never activated their account)
• User has the wrong email address associated 
• The email sent was rejected by your local IT administrators. Please contact your local IT.
• The server is temporarily unavailable and the email is deferred. This may lead to delayed deliveries.
• Our email sender may be considered spam by your mail server provider. Please contact your local IT.

Troubleshooting:

• Fully activate the users account 
• Test the user email
• Add our domain and/or our mail server to your mail server provider white list.

SMS

• Invalid phone number (common for users who never activated their account)
• Wrong phone number configured 
• Phone number was changed and wasn't verified
• Wrong country code
• SMS Inbox is full 
• No more communication credits available
• Your local IT/provider is barring the reception of SMS

Troubleshooting

• Fully activate the users account 
• Verify the users phone number and country code associated 
• Verify the phone's inbox is not full
• Verify your communication credits (check how the communication credits are spent and if needed request more)
• Verify that there's no SMS barring configured by your local IT team/provider.

App ViGIE

• App ViGIE3 not installed
• Missing login on your ViGIE3 app
• Your device is blocking our notifications (device settings, airplane mode, focus modes)
• Your device may not have WiFi/mobile data reception 

Troubleshooting

• Verify you have ViGIE3 app installed (on iOS or Android)    
• Verify if you have your account successfully logged in on ViGIE3 app
• Verify if your ViGIE3 notifications are turned ON on your device settings
• Verify that you have a successful internet connection

Voice call

• Invalid phone number (common for users who never activated their account)
• Wrong phone number configured 
• Phone number was changed and wasn't verified
• Wrong country code
• Your phone might have been turned OFF in the moment of the phone call attempts
• You may not have reception on your device in the moment of the phone call attempts
• No more communication credits available
• Our communication number was blocked/barred by your operator

Troubleshooting

• Fully activate the users account 
• Verify the users phone number and country code associated 
• Verify the phone's reception
• Verify your communication credits (check how the communication credits are spent and if needed request more)
• Verify that there's no communication barring configured by your local IT team/provider.
• Verify you haven't our numbers blocked.