When Nobody Is Notified
Missing alerts, inaccessible completions, and alerts that look duplicated
Check two things before anything else.
Did a completion arrive? If the form produced no completion, there was no submission to alert anyone about, and the problem is the form rather than the notifications.
Has enough time passed? Alerts are queued and delivered by background processes. Give them a few minutes.
Known Issues
Following an alert link shows Form not found
The form has been deleted, or the link belongs to another organisation.
Anyone in your organisation can open any of its forms' completions, so this is not an access restriction.
Check the form still exists in My Forms. A deleted form takes its completions with it, and older alerts will still link to it.
If you were sent the link by someone outside your organisation, it will not resolve for you — completions are scoped to the organisation that owns the form.
An alert link opens the list instead of the submission
The submission named in the link is not on that form.
An alert link names a specific submission and opens it directly, highlighting its row.
If it lands on the plain list instead, the submission it names does not belong to the form in the link — most often because the link was edited or truncated somewhere in forwarding. Find the submission by date in the list instead.
No alert arrived at all
Usually the queue, or a form that was never configured.
Wait a few minutes first — neither channel is instant.
Check a completion exists for the submission. No completion means no submission, and the form itself is the problem.
Then open Manage Form Actions and check the notification settings. Note that the assignment email to the lead's owner is on by default, so if even that did not arrive, the queue or the recipient's address is the more likely cause than the setting.
One particular person never gets alerts
They are not an Active member.
Only Active members receive alerts. Inactive, Suspended and Pending members are filtered out of every list.
Pending is the one that catches people: the member was invited but has never signed in. They look like a member, they appear in pickers, and they receive nothing.
Check their status in your member list and chase the invitation if needed.
Email alerts work but SMS alerts do not
No mobile number on the member's profile.
An SMS recipient with no mobile number is skipped silently. Nothing reports it, and their email alerts keep arriving normally — which is why this looks like SMS being broken.
Open the member's profile and check a mobile number is saved.
Then confirm SMS is configured for your account at all, and that the number is in a form that can be dialled including its country code.
Somebody got two emails about the same submission
They are on the watch list and they own the lead.
This is intended. The submission alert goes to the watch list; the assignment alert goes to the lead's owner. Somebody who is both receives both, because a watch list stays a watch list regardless of who the rotation picked.
The two alerts say different things — one is a form came in, the other is this one is yours.
If it is genuinely unwanted, take that person off the watch list. They will still be told when a lead is theirs.
The alert went to the wrong person
The alert followed lead ownership, which was decided elsewhere.
The assignment alert always goes to whoever owns the lead, so this is a lead allocation question rather than a notification one.
The two usual causes are a calendar attached to the form overriding its routing settings, and a returning contact keeping their existing owner.
See the lead allocation troubleshooting article, which covers both.
The alert has no appointment details
The submission did not book anything.
The appointment line only appears when a booking was made. A form with no calendar attached, or a submission where no time was chosen, produces an alert without it.
If you expected a booking, check a schedule is attached to the form and that the booking step is offering times.
The appointment time in the alert looks wrong
It is shown in the calendar's timezone.
The time shown is the meeting as it sits on the host's calendar, which is deliberate — that is the time they need to plan around.
If you are reading the alert from a different timezone, the time will not match your local clock. Open the calendar entry to see it in yours.
Frequently Asked Questions
No. Both alerts are generated from the submission. To send something you control, use the follow-up email action — though note that goes to the person who submitted, not to your team.
Not through these settings, which only offer members of your organisation. For an external system or address, use a webhook, or a workflow triggered by the submission.
Clear both watch lists and turn off both assignment toggles. Be deliberate about it — a form nobody is alerted about relies entirely on somebody remembering to check completions.
SMS alerts are messages and are charged as such, so a busy form with an SMS watch list adds up. Email alerts do not carry a per-message charge.
Alerts appear in the recipient's notifications. For whether a submission happened at all, the completions list is the authoritative record.
Anyone in your organisation who can see the form. It is not restricted to whoever built it, so the person a lead is assigned to can open the submission behind their alert.
Need More Help?
Still stuck? Get in touch with our support team with the form's name, who should have been alerted, and the time of a submission that should have triggered it.
Contact Support