If a host is not receiving email or SMS sign-in notifications, use the troubleshooting options in this article to resolve the issue.
Note:
If all hosts are experiencing this issue, review your site's sign-in notification settings. For more information, see Set up sign-in notifications.
Check host details
Make sure the host's email address or phone number is entered correctly in the address book and the correct sign-in notification methods are selected.
- From the left sidebar in VisitorOS, click Manage, then select Address Book.
- Select the host who is not receiving notifications.
- In the Email (for Email notification) field, verify that the email address is correct.
- If the host is not receiving SMS notifications, verify that the phone number in the Mobile Number (for SMS Notifications) field is correct.
- Under "Visitor Sign-in Notification Methods", verify that the correct notification methods are selected. For example, if the host should receive email and SMS notifications, select "Email" and "SMS".
- If you made any changes, click Save.
Check that all hosts have unique email addresses
If two or more hosts share the same email address, the intended host might not receive sign-in notifications by email.
- From the left sidebar in VisitorOS, click Manage, then select Address Book.
- In the Search bar, search for the host's email address.
- If multiple hosts appear with the same email address, take one of the following actions:
- To update a host's email address, select the host from the list, then change the email address in the "Email (for Email notification)" field.
- To remove a duplicate host, next to the host you want to delete, click the Delete
icon.
Power off the iPad
Sometimes, powering off the iPad and turning it back on can resolve the issue.
-
Swipe down from the upper-right corner of the screen to open the Control Center.
Note:
If the Control Center does not open, you will need to end the Guided Access session. To learn how, see Apple's article Pause or end a Guided Access session.
- Touch and hold the power
icon in the upper-right corner of the screen.
- Drag the slider to power off the iPad.
- Once the iPad is off, press and hold the power button to turn it back on.
Check that email notifications are not being blocked
By default, email notifications are sent from "iLobby@ilobbycloud.com". Check with your IT team to make sure this email address is not being blocked.
Note:
The username in the email address will be different if your organization uses a custom email address.