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# Why am I not receiving MyOperator call-notification messages and how do I fix it?

## ⚡ Quick answer

Most missed notifications boil down to one of five issues:

1. Department name > 16 characters (blocked)
2. Notification toggles are disabled
3. User status = Unavailable / DND
4. Spam or device notification filters
5. Temporary network delays (rare). Follow the checklist below, and you should receive a test alert within 2–5 minutes (allow up to 10 minutes).

## When should I use this guide?

Use it if you expect SMS, email or push alerts after calls—but nothing arrives.

---

## 1 — Symptoms & root-causes at a glance

| Symptom | Likely root cause |
| --- | --- |
| No SMS + no email | Dept name > 16 chars or toggles OFF |
| Email only missing | Spam / allow-list |
| SMS only missing | Device DND/carrier delay |
| Push missing | App notifications or battery saver |
| Nothing after 10 min | Status = Unavailable or network outage |

---

## 2 — Prerequisites

* Web-panel or mobile-app login.
* Know your department name.
* Secondary phone/email for testing.

---

## 3 — Fix it fast (web panel)

1. Shorten long department names
   1. Billing → Business Info → Brand Name ≤ 16 chars.

![](https://content.api.getguru.com/files/view/ff68a2a8-78cd-471f-9b46-a14fbdab044e)

*Alt text: shorten long department names*

2. Enable notification toggles
   1. Call → After-Call SMS/Email → Edit → Toggle ON.

![](https://content.api.getguru.com/files/view/1e723e4a-f748-4df7-a88a-d8abfbe51cfb)

*Alt text: Enable notification toggles*

3. Set status = Available
   1. User menu → Status → Available + Take Calls ON.

![](https://content.api.getguru.com/files/view/229015f8-1d8a-4d0d-8e29-e82fe9702ebc)

*Alt text: Check your availability*

4. Check spam / allow-list  
   Mark emails “Not spam”; ask IT to allow-list `*@myoperator.com`.

5. Wait 5–10 min (allows for transient delays).

---

## 4 — Fix it fast (mobile app)

1. Enable app notifications
   1. iOS → Settings → Notifications → MyOperator → Allow
   2. Android → Settings → Apps → MyOperator → Notifications → Allow
2. Disable battery optimisation (Android)  
   Battery → Battery optimisation → MyOperator → Don’t optimise.
3. Confirm in-app status: Take Calls ON, Status = Available.

---

## 5 — Confirm it worked

1. Place a test call and hang up.
2. Within 2–5 min (max 10), confirm SMS/email/push arrives.
3. Call Logs show notification events with status = sent.

---

## 6 — Troubleshooting matrix

| Symptom | What to check | Where | Fix |
| --- | --- | --- | --- |
| No SMS & email | Dept name, toggles | Business Info: Notifications | Name ≤ 16; enable toggles |
| Email missing | Spam filter | Email client / IT | Mark Not Spam; allow-list |
| SMS missing | DND/signal | Phone settings | Disable DND; good signal |
| Push missing | App notif + battery | iOS/Android settings | Allow notif; set Battery = Unrestricted |
| Nothing after 10 min | Status/network | Status menu; network | Set Available; stable data |

|| Info
Escalate: in-app Help → Chat. Include user, dept, timestamps, and tests performed.

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