This article helps you find out why an email or WhatsApp message you expected from CustoMED did not arrive. It is for anyone who is missing case notifications or reminders. Check these in order.
1. Check that your role receives that email
Not every role receives every email. For example, case created, completed and archived emails and most reminders go to Organization Back Office users, Organization Admins and Organization Supervisors, not to Clinicians. See the table in Managing Email Notifications & Reminders.
2. Check your notification preferences
Click your name at the top left, choose My Account and expand Notifications. Check that the email type you expect is switched on. If it is on and still nothing arrives, your organization may have turned that type off for your role: contact CustoMED support to check.
3. Check email delivery
Look in your spam or junk folder and add CustoMED to your safe senders.
Check that the email address on your account is correct. You can see it under My Account.
If you use more than one organization, make sure the case belongs to the organization you expect.
4. Expected behavior
Demo cases never send emails, reminders or WhatsApp messages.
Demo, test and trial organizations have notifications turned off.
Archived cases do not trigger reminders.
5. Reminder timing
Reminders are not sent immediately. They are collected into one email and sent at the time of day set for your organization, in local time. If a reminder seems late, it may be waiting for that time.
6. WhatsApp (CORA)
WhatsApp messages are only sent if your CustoMED account is linked to WhatsApp. Check the WhatsApp column under Notifications in My Account: the WhatsApp switches are separate from the email ones. See CORA WhatsApp Notifications.
Still missing a message? Contact CustoMED support with the case ID and the email or message you expected.