Sections

• Issue
• Environment
• Resolution

Issue

A customer reaches out and says they haven't received any notifications for their subscription.

Environment

Resolution

If a customer reaches out that they did not receive notification emails for their subscription, take the following troubleshooting steps:

1. Ensure the notification is enabled.
   • If the notification is disabled in Recharge, and you do not have a third-party notification service like Klaviyo enabled, the notification is not sent.
2. Confirm the customer's email address is correct.
3. If the notification is enabled and the address matches, confirm with the customer that it was not sent to their Spam folder or another sorting folder on their inbox.
4. If you experience an issue where notification emails are not being sent out, this may happen when domains have a DMARC policy put in place. This policy essentially blocks certain emails from being sent on behalf of the domain that they are configured on. To learn more, see Notifications are being blocked or flagged due to DMARC policy. Recharge may recommend obtaining a Sendgrid account to use certain features such as DKIM. 

If these steps do not resolve the issue, contact the Recharge Support team with the customer's email address to verify delivery.