Sometimes a portal user will not receive portal notification emails as expected. There are several reasons why a user may not receive a portal notification email when an idea changes. See the most common reasons below, along with troubleshooting tips.
Reason |
Explanation |
Troubleshooting tip |
The user who is not receiving emails is an Aha! user, but is not a portal user |
Aha! users do not receive portal notification emails. Instead, they receive Aha! notifications for records they are collaborating on or watching. Sometimes this involves an email, but it depends on the user's personal notification preferences. |
Check notifications within Aha! Roadmaps for updates on ideas you are watching or subscribed to. |
The user who is not receiving emails is an Aha! user and a portal user, but is logged in as an Aha! user |
If you are logged into the ideas portal as an Aha! Roadmaps user and not as a portal user, you will not be subscribed to ideas automatically. |
Merge the portal user with the Aha! user and rely on Aha! Roadmaps account notifications for updates on ideas they are watching. |
The user who did not receive a notification for an idea is not subscribed to the idea |
Portal users do not receive portal notification emails for ideas they are not subscribed to. |
Navigate to an idea's Votes tab and click View details under the vote count. Then select the Subscribers tab to confirm that the user is subscribed to the idea. |
The user who is not receiving emails is not subscribed to the portal |
The portal user has unsubscribed from notifications. |
Navigate to the Users tab in your portal settings. Click the More options button next to the user's name and click Resubscribe. |
Your portal does not have emails enabled |
You must enable email communication before your ideas portal will send any notification emails to users. |
Navigate to the Emails tab of your portal settings. Scroll to the Enable section and select the radio button next to On. |
Your portal is submit-only |
Portal users only receive portal notification emails when they submit an idea or when an Aha! Roadmaps user chooses to email them when adding a portal comment. |
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The portal user does not have permission to see the idea or comment |
The portal will only send an email to the portal user if they will be able to view the content in the portal. |
Check the portal visibility setting on the idea or the portal comment. |