I'm not getting email or text notifications from PSTrax

Summary

If you're not receiving alert notifications via email or text in PSTrax—even though you’re listed as a recipient—there may be a misconfiguration in one or more user accounts. This issue can often be traced back to an incorrect email, missing cell carrier, or improper alert settings. Because PSTrax sends alerts to all recipients in a batch, a problem with any one user can prevent delivery to everyone on the list.

Instructions

To troubleshoot missing alert notifications, check the alert recipients list and verify each user's email, cell phone number, and carrier settings. Also ensure that PSTrax email domains are added to your department’s Safe Senders List.

Diagnosing Notification Issues

1. Review Alert Recipients

   • Go to the alert details for the relevant module (e.g., Vehicle & Station).

   • Check the list of recipients listed under Alert Recipients for that specific alert.

2. Access the User List

   • Navigate to Settings → Personnel → User List.

   • You must have Manage Personnel permissions to view and edit user configurations.

3. Search for Each Recipient

   • Use the search bar to find and review each recipient listed in the alert (e.g., John Wayne).

   • Verify that the email address is correctly entered and valid.

4. Verify Cell Phone Settings (for Text Alerts)

   • Confirm that the user has entered both their cell number and carrier if they are set to receive texts or both text and email.

   • If the carrier field is blank, notifications will not be sent.

5. Understand Batch Sending Behavior

   • PSTrax sends notifications in batches.

   • If one recipient has invalid information, the entire group may not receive the alert.