Troubleshoot sign-in notifications not being sent to hosts

If a host is not receiving email or SMS sign-in notifications, use the troubleshooting options in this article to resolve the issue.

Verify host details

Make sure the host's email address or phone number is entered correctly in the address book, and that the correct sign-in notification methods are selected.

1. From the left sidebar in VisitorOS, click Manage, then select Address Book.
   
2. Select the host who is not receiving notifications.
3. In the Email (for Email notification) field, verify that the email address is correct.
4. If the host is not receiving SMS notifications, in the Mobile Number (for SMS Notifications) field, verify that the phone number is correct.
5. 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".
6. To save your changes, click Save.

Verify 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.

1. From the left sidebar in VisitorOS, click Manage, then select Address Book.
   
2. In the Search bar, search for the host's email address.
   
3. 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.

Turn off the iPad

Sometimes, turning the iPad off and back on can resolve the issue.

1. 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, in Apple's article, see the section titled Pause or end a Guided Access session.

2. Touch and hold the power icon in the upper-right corner of the screen.
3. Drag the slider to turn off the iPad.
4. Once the iPad is off, press and hold the power button to turn it back on.

Verify 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.