> ## Documentation Index
> Fetch the complete documentation index at: https://docs.florists.digital/llms.txt
> Use this file to discover all available pages before exploring further.
# Notification Logs & Troubleshooting
> View sent notifications, check delivery status, and troubleshoot failures.
Every notification Digital Florists sends, succeeds, or blocks is logged. You can check whether a customer received their message, investigate failures, and confirm what was sent.
**This page covers features gated by Admin-tier permissions** — typically Settings access. Admins have these by default; your administrator can adjust who has them in [Settings > Team](/settings/team).
## Viewing notification logs
Go to **Settings** > **Notifications** > **Logs** to see a history of recent notifications. The page defaults to the last 3 months and filters to SMS — switch the type filter to **Email** to see emails instead.
Each row shows:
| Column | What it shows |
| ---------- | ---------------------------------------------------------------------------- |
| **Date** | When the notification was attempted |
| **Type** | Email or SMS |
| **To** | The email address or phone number |
| **Status** | Sent, Failed, or Blocked |
| **Reason** | If it failed, a plain-English explanation of what went wrong |
| **Qty** | For SMS, how many message segments were used (longer messages count as more) |
You can also check the notification history for a specific order. Open the order and look at the notification section, which lists every message sent for that order with its status and timestamp. From there, you can also send a freehand email or SMS linked to the order.
## Sending a one-off message
If a customer didn't receive a notification, you can send them a fresh email or SMS from the order. Open the order, find the notification section, and tap **Send**. Choose email or SMS, write your message, and send it. The message is logged against the order so you have a record.
The same **Send** button exists on events. There, you can also click **Insert placeholder** to drop the quote link, access code, event date, or payment details into your message, with the real values filled in as it sends. See [Sending a Proposal](/events/sending-proposals#sending-a-one-off-message-with-quote-details).
To prevent the same automated notification from sending twice by mistake, Digital Florists suppresses duplicates of the same event for the same recipient within a 60-minute window. After that window, the next trigger will send again.
## Troubleshooting failed notifications
If a notification shows as **Failed**, the **Reason** column tells you what to check.
### Email failures
| Reason | What to check |
| ---------------------------------------- | --------------------------------------------------------------------------------------------------------------- |
| **Customer email is invalid or missing** | Open the customer's profile and check their email is correct. Look for typos, missing `@`, or no email on file. |
| **Email sending isn't set up** | Check **Settings** > **Advanced** > **Email Drivers** and make sure your email driver is configured. |
| **Email couldn't be delivered** | The address may not exist, or the customer's inbox might be full. Check the address. |
| **Email went to spam** | Automated emails can land in spam. Ask the customer to check their junk folder and mark your emails as safe. |
### SMS failures
The SMS log reports a clear reason for each common failure. Match the reason to the fix below.
| Reason | What to check |
| ----------------------------------- | ------------------------------------------------------------------------------------------------------------------- |
| **No mobile number on file** | The customer's profile has no mobile number. Add one and try again. |
| **Mobile number looks invalid** | Re-enter it with the country code (for example, `+447700900123`). SMS can only go to a mobile, not a landline. |
| **SMS credits used up** | Your SMS allowance is spent. Check your SMS plan and top up. |
| **SMS isn't enabled for your shop** | Your shop doesn't have SMS switched on yet, or the recipient's country isn't covered by your plan. Contact support. |
| **Couldn't be delivered** | A general delivery failure. Try again later, or contact support if it keeps happening. |
### Notifications not sending at all
If a notification isn't firing even though it should be:
1. **Check the event is enabled** — go to **Settings** > **Notifications** and make sure the event toggle is on for the right channel.
2. **Check customer preferences** — the customer may have **Opt out of notifications** ticked on their profile.
3. **Check order preferences** — the order may have **Disable notifications** ticked.
4. **Check order type rules** — the notification may be excluded for that order type (for example, funerals excluded). See **Advanced** on the event.
5. **Check the funeral default** — new funeral orders can be set to disable notifications by default in **Settings** > **General** > **Way of Working**. Open the order and untick **Disable notifications** to send.
Business notifications (invoices, statements, receipts) and system notifications bypass customer and order opt-outs by design. If those still aren't sending, the event itself is probably disabled.
## Understanding notification statuses
| Status | What it means |
| ----------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Sent** | The message left Digital Florists successfully. Emails can still end up in the customer's spam folder, so check there if the customer says it never arrived. |
| **Failed** | Something went wrong. Check the **Reason** column for the cause. |
| **Blocked** | A rule prevented the notification from sending — for example, the customer opted out, the order had notifications disabled, the event was excluded for that order type, or it was suppressed as a duplicate within 60 minutes. |
## Email sending details
Each email log records which sending settings were used at the time, including the technical details of your email setup. This is useful for diagnosing configuration issues or confirming which email driver sent the message. Attach this to any support ticket if you're troubleshooting deliverability.
## Common questions
First, check the logs to see if it was attempted. If it shows as **Sent**, the message left Digital Florists, so ask the customer to check their spam or junk folder. If it shows as **Failed**, the **Reason** column tells you what to fix. If there's no log entry, the event may be disabled or the customer or order may have opted out.
When viewing an order's notification history, click a log entry to see the rendered message. The standalone logs page in Settings is read-only — it's there for searching and spotting failures across all orders.
The standalone logs page shows the last 3 months. Older entries are kept but aren't visible from this page — check the order itself, which keeps its own notification history.
Not as a spreadsheet. If you need a record of a specific notification, view it from the order's notification history and copy the content.
Duplicates of the same event for the same recipient are suppressed for 60 minutes. After that, the next trigger sends again. A freehand message from the **Send** button always goes through.
## What's next?
How the notification system works and how to enable or disable events.
Every notification event and what triggers it.
Edit what your notifications say and how they look.
View logs for your automated actions.