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Start with the incident timeline: if there is no notification event, the problem is routing; if there is, the problem is delivery.

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1. Does the incident have an owner?

If the incident has no owner, there is nobody to notify personally — the organization owners get the fallback warning. See No on-call user found.

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2. Is push muted?

The most common cause. Check the person’s account settings to see whether push is muted — including the “until I turn it back on” option, which never expires on its own.
Muting affects push only. If the email did not arrive either, the problem is something else.

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3. Is the severity info?

info incidents do not generate push, by design. Email, Slack, Teams, Discord and Telegram keep working normally. If that alert needs to wake someone up, send it with warning severity or higher.

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4. Device permissions

Notification permission must be granted to the site. If it was denied once, the browser won’t ask again — it has to be re-enabled manually in the site settings.The browser also has to be running (the tab can be closed, but not the program).

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5. Recent login or new device

Each device registers a push token when signing in to the app. Switching phones, reinstalling the app or signing out invalidates the old token. Ask the person to open the app and sign in again.

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6. Email

If the email did not arrive either:
  • Check spam and corporate filtering rules.
  • Confirm the address registered on the account.
  • Ask IT to allow the aciona.me sender.

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7. Slack, Teams, Discord and Telegram

If the channel did not receive it:
  • Open the integration under Integrations and click Test. If the test fails, the problem is the destination, not the incident.
  • Check that the organization integration — or the override of the team that owns the service — is Active.
  • Check that the webhook (Slack, Teams, Discord) was not revoked or deleted, and that the Telegram bot is still in the group with permission to post.
  • An unsupported address warning on the integration screen means it stopped sending. Save again with the provider’s official URL.
See each channel’s details in Slack, Microsoft Teams, Discord and Telegram.

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Quick checklist

  • The incident has an owner
  • Push is not muted
  • Severity is higher than info
  • Notification permission granted on the device
  • Signed in on the current device
  • Account email is correct and not in spam
  • Channel integration is active