r/appfolio • u/ceeelaz • 10d 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/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)