Notifications aren't working

You can receive notifications in three ways:

1. Email in real-time or a daily digest at 7 a.m. daily
2. Push notifications on the app, visible behind the bell on the app.
3. SMS messages

If you're not receiving the notifications you expect (or the way you expect)

, work through these checks.

1. Check your Notification Preferences.

Staff: Profile → Notification Preferences. Clients: Settings → Notification Preferences. You'll see a row per category and a column per channel:

• Email: "No emails" sends nothing for that category; "Daily digest (7am)" bundles them into one 7am email; switch to Real-time for immediate emails.
• Push: check the box for that category.
• SMS: if greyed out, see step 3.

Click Save Changes — it takes effect immediately.

2. Confirm your notification aligns with the correct category. Notifications are grouped into five categories:

1. Tasks

2. Messages

3. Events

4. General (documents, access granted, report exports, voicemail, timesheets)

5. Case Updates (status changes, notes, participants added). 

3. SMS greyed out? It stays disabled until you addd a phone number and provide consent to reeive SMS messages.

4. Push not arriving? Make sure you're signed in to the Sunlight mobile app on that device, and that your device settings allow Sunlight alerts.

Still nothing? Your organization's notifications may be paused at the platform level — a Sunlight-managed setting you can't change yourself. Contact your administrator.

Notes:

1. In-app bell notifications are always on and can't be disabled — if those work, but email/push/SMS don't, the issue is your channel settings.

2. You're only notified about items you have access to: if you were removed from a case or team, notifications will stop.

Trouble? Contact your case worker or email support@getsunlight.org.