Troubleshoot alert delivery

Follow a signal from ingest through routing and device delivery.

1. Did the alert arrive?

Open Alerts. If the alert is absent, inspect the sender response and logs. Compare the result with the Alert API responses.

Keep the returned alert ID for support and audit lookup.

2. Did the signal join an open alert?

A signal with the same service and event key joins the existing open alert. The duplicate count increases. Acked pages again only when the signal raises priority.

Look for an open alert with a duplicate count above one. Use distinct event keys when conditions must open separate alerts.

3. Was anyone on call?

1. Open the alert’s service.
2. Follow the schedule link.
3. Check the schedule at the alert creation time.
4. Check active overrides and escalation levels.

The schedule timezone controls rotation and override times.

Unreachable means that routing selected no responder or the escalation passes ended without acknowledgement. Check the service routing, correct the schedule, and select Retry.

4. Were delivery attempts created?

Open the alert timeline and expand its delivery group.

• No attempts: return to the routing check.
• Failed: read the provider error.
• Sent: continue to the device check.

Native apps hide failures for devices that are no longer registered. See Interpret delivery attempts for recorded result meanings.

5. The provider accepted the notification, but the phone was silent

A sent result confirms provider acceptance. Check the device:

• Enable notification permission and sound for Acked.
• Enable Critical Alerts on iPhone or Do Not Disturb access on Android.
• Review Focus, Modes, battery restrictions, and channel settings.
• Open Acked to refresh the current push registration.
• Confirm that the signed-in email belongs to the expected organization member.

For voice, save +1-571-240-1029 to reduce unknown-caller filtering. Download the contact. The mobile app guide covers device readiness.

6. The page arrived late

Compare the alert creation time with the first delivery attempt. A delay before the first attempt points to ingest or routing. Later attempts follow the schedule’s reminder and escalation timing.

Check the alert timeline for retries and the schedule for its escalation delay.

7. A source stopped working

1. Open Integrations → Sources and select the source.
2. Confirm that the source is active.
3. Confirm that the sender uses the current credential.
4. For a vendor connection, review its ordered rules and fallback service.
5. Use the Custom payload tester when the vendor JSON changed.
6. Send a vendor test signal.

A rotated or revoked credential stops working within one minute. Review Connect sources for the source-specific setup.

Contact support

Email hello@acked.dev with the organization name and alert ID. Include a delivery attempt ID when one channel failed.