Are you also not getting new order alerts?

Shopify Discussion
1

We haven’t received any New Order Alerts since yesterday. Anyone else having this same issue?

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2

Hi,** @reneewood_1 **.

If you haven’t been receiving order notifications, you can try to delete and re-add your email address onto the Staff order notifications recipient list as seen on the bottom of the Settings > Notifications page. This should trigger the notification settings on our end and allow you to continue receiving the notifications as normal. When re-adding your email address onto the recipient list, make sure to select All under Location, as this will ensure that you are notified of all orders that come through on your store.

If the issue persists after deleting and re-adding your email address, we will need to crosscheck your email address on a platform level, which can be completed by our internal Support Team. While we’re not able to provide account-specific support via the Shopify Community Forums at this time, we’d be happy to continue assisting you in completing this request. You can visit our Help Centre here, and log in to your account to create a support request. From there our Support Team can take a closer look at your email address from our end, and take the appropriate next steps.

Just to double check, are you still receiving any other emails within your inbox too? If you’re not, the issues may lie within your email host rather than Shopify’s order notifications settings, in which case you’ll need to contact your email provider to further troubleshoot the issues.

3

I’m not getting any iOS app notifications, I’ve reinstalled and checked to make sure notifications are still on and they are

4

Hi,** @MikeTee **.

For context, sometimes merchants may have lost the ability to receive push notifications on their mobile devices because the devices are not listed anymore under the Notifications settings within your Shopify admin. This can happen when the device has been deleted manually, the app has been uninstalled previously on your device, or the push notifications have been disabled from within the app directly. So are you able to check if your mobile device is showing on your Shopify admin under Settings > Notifications > Staff order notifications?

If your mobile device appears under the recipients list, you can proceed with the troubleshooting steps below:

  1. On your Shopify Mobile app, go to Store > Settings > App settings > Notifications
  2. Under Push Notifications, flick the switches for Orders and Timeline Mentions to OFF (if they were on), then flick them back ON again
  3. Force close the app
  4. Re-open the app

The steps above should trigger the push notifications to work again on your mobile device.

Just a note however that for push notifications to work, the app must be running “in the background” on the device. Sometimes you may simply need to open the app once for it to run in the background.

5

Hi Kimi,

This just started happening to me too, I deleted then reinstalled my email address, but test notifications don’t come through. I then installed a gmail email address and that worked fine. Why would it stop working? Is it me? I also had a customer tell me he never received any Shopify emails re his latest order. Any way I can check?

Thanks,

Tania

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