Here a few common issues that prevent Package Zen notifications from being sent:

Duplicate Records

Multiple records for a person or a group in your Dashboard can cause a lot of confusion by preventing the correct recipient from receiving notifications. 

This can easily be fixed with a merge.

Ignored Requests for Contact Information

Sometimes a recipient doesn't have contact information on file. When this happens, Package Zen sends an email request to your property's operational contact for that recipient's contact information. 

Ignoring these emails keeps recipients' contact information from updating automatically. This also causes recipients' Preferred Contact Methods to default to "Off" which stops notifications from being sent (see below).

Recipient's Preferred Contact Method Is Set to "Off"

Check the recipient's profile in your Dashboard to see if their Preferred Contact Method is set to "None." More information about updating Preferred Contact Methods can be found here

Recipient Has No Contact Info or Has Outdated Contact Info

If a recipient has no contact information in their profile, they won't receive notifications. The most likely reason a person doesn't have contact information is an email request for their contact information from Package Zen was ignored. 

If a recipient has an email address in their Contact Info they no longer use, then notifications will not reach them. Learn more about updating contact info here.

Spam Filters

Make sure the recipient who isn't receiving notifications checks their spam folder. Sometimes Package Zen notifications get filtered into spam. 

Image Quality Issues

If images taken at your property are too difficult to process (if they're cut-off, too blurry, contain no recipient information, zoomed out too far, etc), then notifications cannot be sent. 

Make sure every Package Zen user at your property completes the tutorial on the mobile app so they understand how to capture images correctly. 

Checking an Item Out Instead of Checking It In

Sometimes Package Zen users accidentally check out an item instead of checking it in. Since Package Zen doesn't send notifications for check-outs, this also prevents notifications from being sent.

You can verify that an item was checked-out instead of checked-in by searching for it in your Item Log


If you've encountered none of these issues and a recipient still isn't getting their notifications, reach out to us at help@packagezen.com and we'll investigate. 

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