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Knowledge Base

Customer is not receiving email notifications

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If a customer is not receiving email notifications, verify the following information.

Note: If a Resolve button prompt is present next to a notification on the Alarm.com customer website, this means the notification is currently enabled but does not have any recipients. Click Resolve and follow the prompts to add notification recipients.

Email notification is correct and enabled

Verify the notification and the email address the end-user is accessing is enabled on the customer's Alarm.com account and is entered correctly. The notification and email recipients can be verified using the Alarm.com customer website or Alarm.com app.

Note: Verify the email address does not have any spelling errors such as misspellings, typos, and that any similar characters (e.g., a capital i versus a lowercase l, the letter O versus the number 0, etc.) are entered correctly.

User's email address needs to be updated

If the user's email address is incorrect or disabled, the email address can be updated using the Alarm.com customer website. For more information on updating the primary email address for a customer's account, see Change the primary e-mail address on a customer account. 

To update a user's email address: 
  1. Log in to the Alarm.com customer website. 
  2. Click Users. 
  3. Click More next to the desired user, then click Edit.
  4. In Contact Information, click Detailsnext to the existing email address.
     
    Note: If an email address is not associated with the user, click Add Contact, then click Email Address.
     
    • If the user's email address is incorrect, enter the correct email address in the Email Address text field.
    • If the user's email address is correct but disabled, click the Enabled toggle switch to enable the email address. The following image is an example of an email address that is enabled on the Alarm.com customer website: 

      Email Notification.PNG
       
  5. Click Save. 

Email troubleshooting

Spam/junk folders

Check all folders (e.g., spam, receipts, junk, etc.) to verify the email was not marked as spam/junk. Run a search in the spam/junk folder separately, as these results do not populate during inbox searches. For email notifications search for key terms of the expected notification (e.g., Alarm, arm, disarm, panel, etc.) or from notifications@alarm.com (or dealer's custom From Address).

If the email was marked as spam/junk, add the From Address (e.g., notifications@alarm.com) to the safe senders list. 

Email filters and rules

Verify the email was not placed into another folder via filters/rules. Users should be able to view the filter/rules created when on a web browser. This option may not be available when checking email on a mobile browser or mobile app (i.e., phone/tablet).

Method used to access email

Is the user accessing email from an app, web browser, or desktop (e.g., Gmail app versus mail.google.com)?

Certain apps run their Inbox differently so filters cannot be checked, and emails may be more difficult to locate. For best results, move to a desktop version of the email service.

Blocked senders list

If the Alarm.com domain or a custom From Address is on their blocked senders list, the customer should remove the domain from the blocked senders list and add the domain to the safe senders list. 

Inbox storage capacity 

If the inbox has reached its storage capacity, the email address may not be able to receive emails. The customer may need to delete old emails or set up a new email address to receive emails. 

SPF record situation

Is this an SPF record situation? If the dealer account's From Address is notifications@alarm.com, then it is not related to the SPF record.

If the From Address has a custom domain, check to see if this is an SPF situation. For more information, see Setting Up Dealer-Branded Notifications: Custom "From Address".

Private email address

Is their email address a private email address instead of a public email, like Hotmail or Gmail?

If the customer has a private email address, there may be a firewall or email filtering that may be beyond the end user's control. If this is the case, the user should contact their IT professionals. To verify this is the cause, change the customer account's email address to a popular email service (e.g., Hotmail, Gmail, or Yahoo, etc.), and then trigger a notification to send.

Missing email troubleshooting provided by their email service provider

If the preceding steps do not resolve the behavior, the customer can contact their email service provider to attempt missing email troubleshooting.