Troubleshoot Conserv Cloud Issues
      Back to home
      1. Help center
      2. Troubleshooting
      3. Troubleshoot Conserv Cloud Issues

      Resolve Issues Receiving Email or Text Alerts

      If you are not receiving messages after signing up for notifications, there are some steps you can try.

      Verify Event Tracking and Subscriptions

      If you have multiple team members, someone might have accidentally turned off tracking. Ensure it's still enabled for the event that you are monitoring. 

      Warning

      Disabling event tracking affects all team members, not just individual accounts. If you want to stop receiving notifications personally, unsubscribe from the event rather than turning off event tracking.

      1. Sign in to Conserv Cloud.
      2. In the left navigation menu, click Setup.
      3. On the EVENTS tab, verify that the event is tracked.
      4. Check the Subscribers column. You can manage subscriptions for yourself and your teammates here. Click here for more information about subscribing to events.

      Tip

      When merging sensors after a subscription renewal, any events associated to specific sensors will be affected. If your event was associated to the old sensor that is merged and deleted, it will no longer work.

      You will need to set up a new event for the new sensor. Unless you really need a sensor-specific event, we recommend setting events by Spaces or Locations to avoid this issue. 

      Check Personal Settings

      If you are subscribed and the event is tracked, the next step is to review your personal notification settings.

      1. Sign in to Conserv Cloud.
      2. In the upper-right corner of the page, click the user menu.
      3. Click SETTINGS.
      4. Select the Profile tab.
      5. Ensure that your preferences are correct under Notifications and Alerts.
        • If you are set up for emails only, ensure that emails from noreply@conserv.io are safelisted to prevent them from being blocked or deleted by your institution’s filters.
        • If you are set up for texts only, ensure that your phone number (with country code) is correct in your profile. If texts have stopped, it might be due to new SMS regulations from April 2024, requiring explicit consent for texts. Update your profile settings to accept the new terms.
        • If you are set up for both emails and texts, follow the steps above for both emails and texts to ensure everything is set up properly. Conserv recommends that you set your preferences to SMS texts or Both. SMS texts are generally more reliable since they bypass email filters, and having both options offers extra redundancy.
      6. Click SAVE CHANGES.

      Unsubscribed by Mistake

      In some cases, users have accidentally unsubscribed from alerts by clicking the unsubscribe button at the bottom of the Environmental Data for the Week email. If you think this happened, contact the Support Team so they can resubscribe you because explicit consent is required.

      Tip

      Spam filters, especially in institutional emails, can be tricky. Automated emails like Conserv’s real-time alerts may get filtered out or deleted. Spam filtering bots sometimes click links at random inside emails to test them. A spam filtering bot could unsubscribe you by mistake. If you believe your spam filter is unsubscribing you, talk to your IT department.

      Test Alerts

      You can set up a movement test to ensure that notifications are working.

      1. Sign in to Conserv Cloud.
      2. Set up a movement event.
      3. Select a sensor that you have nearby, or set it to Everywhere.
      4. Subscribe all of the people for which you want to test notifications. Ensure you let them know ahead of time that you will be setting off a false alarm. 
      5. Ensure that they checked all of the potential issues in this article first.
      6. Turn on the tracking for the event.
      7. Give the sensor that you selected a solid shake.
        The shake should immediately set off a movement alert which should send out a notification to every person subscribed in the format each person has requested.
      8. When you are done with your movement test, turn the event off.

      Support

      If the problem persists, contact the Support Team and provide the following details:

      • When the issue started.
      • The steps you took in this article and what happened.
      • Confirm that the event notifications were tracked and subscribed to.
      • Who got what and who did not get anything. If you suspect any person was unsubscribed from emails, submit the person’s information.
      • How alerts were supposed to be delivered (Email, SMS, or both).
      • If using email alerts, indicate whether your email is based on Outlook, Gmail, etc.