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Version: Current

Troubleshooting: Approval Notifications Not Received

Problem​

A user is assigned an approval step but does not receive the expected notification (e.g., via email, Slack, Teams).

Common Causes​

  1. User Notification Settings: The user has disabled notifications for approval requests in their Zudello profile settings for the relevant team. See Managing Notification Settings.
  2. Sentence Configuration ("Notify" Toggle): The specific "Get Approval" action within the Sentence that assigned the approval step has the Notify toggle turned OFF. See Configure Approval Milestones & Steps.
  3. Incorrect Approver Assigned: The approval step was assigned to the wrong user or group due to incorrect Sentence logic or data. See Wrong Approver Assigned.
  4. Email Delivery Issues:
    • The notification email was filtered into the user's spam/junk folder.
    • There are general email delivery problems between Zudello and the user's email server (less common).
    • The user's email address in their Zudello profile is incorrect.
  5. Delegation/Escalation Active: The approval step was immediately delegated or escalated away from the user before the notification could be sent or actioned (less likely to prevent the initial notification but possible).
  6. "Remember Response" Applied: The "Remember Response" (apply_previous) setting was enabled for the step, and the user had already approved/rejected in a previous step of the same flow, so no notification was sent. See Configure "Remember Response".
  7. Platform Notification Service Issue (Rare): A temporary issue with Zudello's notification service might prevent delivery.

Troubleshooting Steps​

  1. Check User Notification Preferences:
    • Ask the user to log in to Zudello, click their profile icon > Notifications.
    • Ensure the toggle for "Approval required" (or similar wording) is ON for the relevant team.
  2. Check Sentence Configuration:
    • Identify the Sentence responsible for assigning the approval step.
    • Go to Settings > Automations and edit the Sentence.
    • Find the relevant "Get Approval" action.
    • Verify the Notify toggle is turned ON. Save if changes are made. (Note: This only affects future approvals triggered by this Sentence).
  3. Verify Correct Approver:
    • Open the document in Zudello.
    • Check the approval flow display. Is the user actually listed as a PENDING approver for the active step? If not, troubleshoot why the Wrong Approver Assigned.
  4. Check Spam/Junk Folder: Ask the user to check their email spam/junk folder for emails from noreply@zudello.com (or your configured sender address). Advise them to whitelist the Zudello domain.
  5. Verify User Email Address: Check the user's email address in Organisation Settings > Users. Is it correct?
  6. Check for Delegation/Escalation/Remember Response:
    • Review the approval flow display on the document. Does the user's status for the step show DELEGATED, ESCALATED, or an automatic APPROVED/REJECTED status (indicating Remember Response might have applied)?
    • Check the Sentence configuration for the relevant step – are apply_previous or escalation settings enabled?
  7. Check Zudello Status Page: Visit status.zudello.com to check for any ongoing platform incidents affecting notifications.

Need Help?​

If notifications are consistently not being received after checking these steps, contact Zudello support. Provide:

  • The Document UUID.
  • The name/email of the user who should have received the notification.
  • The approximate time the approval step was assigned.
  • Confirmation that user notification settings and Sentence "Notify" settings are enabled.