The purpose of this article is to help you troubleshoot and fix: 

  • General email notifications not going out
  • General SMS notifications not going out
  • Specific email/SMS notifications not going out
  • App Notifications/System alerts failing to display

 

Troubleshooting General Email Notification Issues

Please use the following steps to try and identify what issue(s) are causing your email notifications to fail to send.

1. Have any of your email notifications been received by anyone?
  • If Yes, go to the steps in the upcoming section, Troubleshooting Individual Notification Issues.
  • If No or I’m not sure, proceed to the next step.
2. Have you set up your sender email address yet?
  • If Yes, proceed to the next step.
  • If No or I’m not sure: 
    • Please go to:

      Settings >Notifications > General

      1. Enter your business's Sender Email Address into the first box.  Please use a valid, active email address as the verification process requires you to click on a link in an email sent to this inbox.  
        • Using a domain-based email address like "support@mybusiness.com" or "hello@cleaningservice.com" instead of a personal email address like "firstname.lastname@gmail.com" or "myfullname@yahoo.com" can help authenticate your email address so emails do not go into the spam folder.   To learn more about how to prevent emails from being spammed or spoofed, click here
      2. Type in the Display Name you want recipients to see.
        • For example, your display name may be "Demo 2 LLC" if your company is called this.
      3. Enter an Admin Email Address. This can be the same as the sender's email or you can use a different one.  
        • The admin email address will be used for notifications under the "Admin" email notifications tab discussed later in this article
      4. Enter a Customer Reply-To Email Address. This can also be the same as your admin and/or sender email address, or you can enter a specific address for when customers reply to your emails.  

      Once you have filled out all the boxes, click the blue "Save" button.  

      A green system notification will let you know that your settings have been updated successfully. You will now see a blue "Resend Verification Email" button appear next to the sender's email address. This means that the system has sent a verification email to this address.  If you did not receive an email, you can always click Resend Verification Email to send it again.

      Go to your inbox and find the email from Support@bookingkoala.com.  Inside the email, there will be a link that you must click.

      Once you've clicked the link, you will be redirected to an Amazon Web Service (AWS) page that says "Congratulations!". Once you see this, your email is now verified and you can begin sending out email notifications.  

3. Is your sender email address spelled correctly? 
  • If Yes, proceed to the next step.
  • If Unsure/No
    • Go to: Settings > Notifications > General
    • Under Email Settings, update your sender, admin, and customer reply-to emails

    • Proceed to Step 4 to verify your email address.

 

4. Have you verified your sender email address?
  • If Yes, proceed to the next step. 
  • If No or I’m not sure:
    • Check that you’ve properly entered your email address(es) into the correct boxes and that you have included a display name.e
    • Then click the blue “Update & Resend Verification Email” button.
    • An email should have been automatically sent out to the sender email address with a special link to complete the verification process.  Proceed to Step 5
5. Did you receive your initial account verification email?

This verification email is sent to your admin email address/the email you signed up for BookingKoala. 

  • If Yes:
    • Click the link in the email you received.
    • Once you've clicked the link, you will be redirected to an Amazon Web Service (AWS) page that says "Congratulations!".

    • Once you see this, your email is now verified and you can begin sending out email notifications
  • If No or I’m not sure, please proceed to the next step.
6. Did you check your spam folder?
  • If Yes
    • If the email is not there, please contact us at support@bookingkoala.com  to let us know you have not received your AWS verification email.
  • If No or I’m not sure:
    • Please search your inbox and spam folder for an email from support@bookingkoala.com.
    • If the email is in spam, add this address to your inbox’s contacts list and mark the email address as not spam.
      • For example, in Gmail, you can click the grey “Report Not Spam” button to remove emails that automatically went into your spam folder.

    • Then, proceed back to Step 5 to complete the verification process. 

 

Troubleshooting General SMS Notification Issues

Please use the following steps to try and identify what issue(s) are causing your SMS notifications to fail to send.

1. Have any of your email notifications been received by anyone?
  • If Yes:
    • Go to the steps in the following section, Troubleshooting Specific Notification Issues.
  • If No or I'm not sure, please proceed to the next step.
2. Have you created your Twilio account yet?
  • If Yes, please proceed to the next step.
  • If No or I’m not sure:
    • Check out this guide on how to create and set up your Twilio account.
3. Are your API keys correct?
  • If Yes, please contact us at support@bookingkoala.com to let us know your API keys are correct but your SMS notifications are still not working.
  • If No or I'm not sure:
    • Go to: Settings > Notifications > General 

    • Under SMS Settings, compare your Account ID, API Key (Auth Token), and Phone Number to what you see in your Twilio dashboard under Account Info.



    • Make sure your phone number is entered exactly as it is pictured under "My Twilio phone number".  Enter "+" plus your country code followed by the rest of the phone number.
      • For example, "+15672299756" is correct.
      • "15672299756" is incorrect.  
      • "5672299756" is incorrect. 
      • "+1(567)2299756" is incorrect.
      • "+1-567-229-9756"is incorrect.

 

Troubleshooting Specific Notification Issues

Please use the following steps to identify the issue(s) that are causing your SMS/Email notifications to fail to send under specific circumstances.

1. Are you have issues with a specific user receiving notifications?
  • If Yes:
    • Go to that user’s Dashboard and click on the “Notifications” tab.
    • Check that the toggle buttons are set to “Enabled” for Email and/or SMS notifications.

    • If any of the individual notifications are "Disabled" in this section, you can click the button to switch them to "Enabled".

  • If No or I’m not sure, proceed to the next step.
2. Are you having notifications issues with a specific type of user, such as providers or customers?
  • If Yes:
    • Go to: Settings > Notifications > Emails/SMS > [Customers/Providers]
    • Make sure that the toggle button at the top of the section is set to “Enabled”.

  • If No or I’m not sure, proceed to the next step. 
3. Are you having issues with a specific notification template not being sent out to all users, like customers or providers?
  • If Yes:
    • Go to: Settings > Notifications > Emails/SMS > [Customers/Providers]
    • Expand each section of the tab to check to locate the template you want to check.

    • Once you’ve located the template, make sure the toggle button is set to “Enabled”.
  • If No or I’m not sure, proceed to the next step.
4. Are some emails being sent out while others are not, seemingly without reason?
  • If Yes, please contact us at support@bookingkoala.com to let describe exactly what is occurring to the best of your knowledge so our developers can take a look.

 

Troubleshooting App and System Alert Notifications

Please use the following steps to identify the issue that is causing your provider's app notifications or the admin's system alerts from displaying properly.

1. Have you enabled the app/system alert notifications?
  • If Yes, please proceed to the next step.
  • If No or I’m not sure:
    • Go to: Settings > Notifications > App Notifications?System Alerts

    • Expand each section of the tab to check to locate the template you want to check.

    • Once you’ve located the template, make sure the toggle button is set to “Enabled”.
2. Did the notifications stop working after initially working as expected?
  • If Yes:
    • Check that your phone has given permission for BookingKoala to send in-app notifications.  
      • Go into your phone's Settings and find the Apps section. 
      • Scroll down until you see a Notifications section and click on it.  
      • Make sure that notifications are allowed/show notifications are enabled.

  • If No:
    • If you have not received any app notifications or system alerts despite them being enabled in this section, please let us know at support@bookingkoala.com