Overview
If an expected Mobaro email or phone notification does not arrive, first identify what should have sent it. Assignment alerts use notification settings; report emails and Checklist availability alerts use Notification Rules. The checks are different.
At a glance |
|
Who can do this | Users; rule creators, Super Users, or a Role with Notification Rules › Modify for rule changes. |
Where | Notification Rules, Edit Profile or app Profile › Notification Settings |
Works on | Backend (web) and Mobile app |
Availability | All organizations |
💡 Why this matters: One specific example helps you separate a configuration issue from a delivery issue. Record the person, event, time and expected channel before changing settings.
Identify the expected notification
The User must have access to the feature that sends the notification. Start with the type of alert they expected.
What is missing? | Start here |
An Assignment email or push | Check the person’s notification settings and their relationship to the Assignment. |
A Checklist Result report email | Check the Result Report rule, its trigger, scope and recipients. |
A scheduled summary or forecast | Check the matching rule’s recipients and schedule. See the Notification Rule types. |
A Checklist availability push | Check the Availability Notification rule and the device’s push permissions. |
A missed-Results digest | Check the digest settings and reviewer requirements. A Result Report rule is a different workflow. |
Check personal work alerts
1. Check whose settings apply
Ask the affected User to open Edit Profile › Notification Settings in the Backend, or Profile › Notification Settings in the app.
⚠️ Heads-up: With Personalize settings on, the User’s choices replace the Organization default. Changing the default will not change that person’s choices.
2. Match the event and audience
For an Assignment, check the option for the actual event and relationship: assigned to the person, assigned to their groups, created by them or subscribed to by them. Enable the required channel. Email and push are separate choices; not every notification type offers both.
Confirm the User is active in the organization. Assignment emails are skipped for disabled recipients or recipients without an email address. See all personal and Organization notification settings.
Check a Result Report rule
1. Check the rule and Result
Open the relevant Result Report under Notification Rules. Check that it is enabled and that its Checklist and Location restrictions match the example Result. In Results, confirm that the completed work has actually reached Mobaro; an unfinished upload is not yet a received Result.
2. Check the trigger
Match the Result Report trigger to the event you need. Approval and disapproval have their own triggers.
⚠️ Heads-up: When a result has been received does not trigger for a Result that requires validation. To notify reviewers at that stage, use When a result requires validation.
3. Check recipient eligibility
For Send notification to reviewers, check the Schedule’s Reviewers, including User Group membership. For ordinary scheduled Checklists, the reviewer must also be a member of the Result’s Location. Members of BCC User Groups are filtered by that Location too; membership of the BCC group alone is not enough.
Certification Process Results have separate recipient handling, so do not apply the ordinary Schedule’s Location check to them. For the full recipient and trigger setup, see How to set up a Result Report.
Check the delivery channel
Channel | What to check |
Confirm the recipient address, then check spam, junk and your organization’s quarantine with IT. Record whether one person or everyone is affected. | |
Phone push | Confirm the person is signed into the intended account, the device is online and its settings allow notifications from Mobaro. The app needs a registered push device. |
Still unclear | Keep the rule and one example intact. Ask Support to trace that example before recreating rules or changing everyone’s settings. |
A missing phone banner does not by itself mean the work is missing. Check the Result or Assignment separately.
🛑 Critical: Avoid uninstalling or resetting the app as a first troubleshooting step. Protect any unsent work first.
Give Support a traceable example
The organization, affected User and expected channel.
The Notification Rule name, if relevant, plus a screenshot of its trigger and recipient settings.
A Result or Assignment link, and the event’s date, time and time zone.
Whether others received the same notification and what you already checked.
For push issues, the device model, operating system and Mobaro app version.
Ask Support whether the notification was generated and what delivery outcome is available. Those are separate questions from whether it appeared in the inbox or on the phone.
Best practices
Change one setting at a time and record the example you are checking.
Use a planned test with the intended recipient before expanding a rule’s audience.
Check the source of the notification before changing Organization defaults.
Frequently asked questions
Why did changing the Organization default not fix one User’s emails?
Their personal settings may override it. Ask them to check Personalize settings and the email option for the relevant event. This applies to personal work alerts; a report sent by a Notification Rule needs the rule checks instead.
I enabled reviewer emails. Why does nothing arrive when the Checklist is submitted?
Check the Result’s validation state and the rule’s trigger. When a result has been received excludes Results requiring validation. Also check that the person is a Schedule Reviewer and, for ordinary scheduled Checklists, a member of its Location.
Should I contact Mobaro Support or our IT team?
Contact Support with one event and recipient so the notification can be traced. Ask IT to check quarantine or filtering for email. Share the same time, recipient and example with both teams so they can distinguish generation from delivery.