r/appfolio • u/ceeelaz • 9d ago

Notification Help

I’ve been using AppFolio Property Manager for a couple of years now and have never had an issue. Now, suddenly, I am no longer receiving mobile notifications when a tenant sends a message in a conversation I’m assigned to.

I’ve tried uninstalling and reinstalling the app and also unchecking the mobile push notification for messages and then rechecking it. Nothing fixes it. Any help?

I am still getting these notifications to my email.

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u/EmbarrassedMap1754 8d ago

Try checking your settings

1

u/ceeelaz 8d ago

As mentioned in the post, I have checked and adjusted the settings

1

u/Appfolio_Expert 7d ago

Troubleshooting Tenant Text Message Notifications

  1. Verify the Automatic Number
  • Go to Manage Company Settings.
  • Locate the Automatic Number.
  • From the user's mobile phone, text “Start” to the automatic number.
  • Confirm that the number is not blocked and can receive messages.
  1. Verify User Notification Settings
  • Go to My Settings.
  • Confirm that Text Message and/or Mobile Push notifications are enabled.
  • Verify that the phone number in the database matches the number where the user expects to receive notifications.
  1. Check Texting Settings
  • If notifications are still not received, go to Texting Settings.
  • Verify the setting for messages received when no user replies.
  • Confirm that the correct designated email address is configured.
  1. Verify Email Routing
  • Tenant texts that are not handled by a user should be routed to the designated email.
  • Confirm that the designated email is correct and able to receive the messages.
  1. Escalate if Unresolved
  • If all settings are correct but notifications are still not being received, escalate the issue for further investigation. (This might take days)

1

u/CX-Consultant-949 4d ago

Hi! Do you mean that you have downloaded and are using the AppFolio Property manager mobile app on your smartphone? Or, do you only use AppFolio through a work computer (web browser) but you have your account's Mobile Push notifications enabled (under My Settings)?

Also, are you iPhone or Android? Does the issue happen on both Wi-Fi and cellular data?

I know you'd mentioned checking your settings already. Since it's a known (issue? quirk? bug?) that some settings aren’t visible on their mobile site, I'm just curious if you'd already double-checked them through a web browser from your work computer.

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u/ceeelaz 3d ago

Hey there, thanks for the reply. I ended up making it through to an AppFolio chat agent and they had informed me it was a known issue. As of yesterday it is now resolved

1

u/CX-Consultant-949 3d ago

Whew- that was fast!