Troubleshoot Reports and Email Alerts That Do Not Arrive
Check the location, saved recipients, report activation, schedule and mailbox filters when a Call Report, Fax Journal or Automation Alert does not arrive.
A missing email can involve the saved configuration, the expected schedule or the recipient's mailbox. Work through these checks for Call Report, Fax Journal and Automation Alerts in Settings → Notifications Config.
Identify the missing email
- Write down which report is missing, the business location, the intended recipient and when you expected it.
- Distinguish a report that never arrived from one that arrived late or contains a different date range than expected.
- These settings are not a universal control for every email from Zonitel. Invitations, password resets, appointment notifications and billing messages may use different settings.
For setup from the beginning, follow Scheduled Reports and Alert Recipients.
1. Confirm the location and saved recipient
- Select the location that should produce the report, then open Settings → Notifications Config.
- Find the intended recipient. Compare the complete saved email address with the mailbox the person actually checks.
- Check that the recipient is selected for the specific report. Receiving Call Report does not establish that the same person is selected for Fax Journal or Automation Alerts.
- If you correct the address or selection, click Save settings. Reopen the screen and confirm the saved result.
A recipient's Phone SMS or WhatsApp field does not mean these reports will be sent through those channels. The report cards display Email as their channel. A portal user or billing contact is also not automatically proof of a selected report recipient.
2. Check report activation separately
In Report schedules, inspect the switch for the missing report. A selected recipient and an enabled report are two separate requirements. Review both before assuming delivery is configured.
Call Report, Fax Journal and Automation Alerts activation and schedule controls; example settings.
If you enable or adjust a report, save the page and confirm that the setting remains when you reopen it. Do not create duplicate recipients to work around an inactive switch.
3. Check when the report should run
- Daily: review the configured Time.
- Weekly: review both the weekday and Time. A setting saved after that week's scheduled time does not establish that an immediate email will be sent.
- Monthly: review the day of the month and Time. The form offers days 1–28.
- Automation Alerts: the card shows Realtime. It is not a recurring daily summary; identify the automation and event you expected to produce the alert.
Use a full date and time, including AM/PM where shown. Do not compare a local clock with a UTC log as if they were the same zone. Review the business time-zone guide; if the notification screen does not identify the schedule's time zone clearly, ask Support to confirm it for the affected location.
The screen does not establish automatic retries, backfilling of missed reports, an immediate test-send function or delivery when there is no activity. If one of these affects your case, have Support confirm the expected behavior. Do not repeatedly change the schedule in an attempt to force a delivery.
4. Check the mailbox
- Search the inbox, spam and quarantine for the expected report and date.
- Review mailbox rules, forwarding and any business email security filter with the person who manages email.
- If another selected recipient received the same report, compare the recipient addresses and filtering. This helps narrow the investigation but does not prove the precise cause.
- If nobody received it, retain the saved configuration and expected schedule for Support to review.
If the email arrived but its totals appear wrong, compare the same location and time period. Call Summary reports can help you review call activity; do not assume its filters or totals are identical to every scheduled email.
What to send Support
- Location and report name.
- Expected delivery date and time with time zone, plus the actual arrival time if delayed.
- The saved frequency, weekday or monthly day, Time and enabled state.
- The affected recipient address, shared privately, and whether other selected recipients received it.
- Whether this is the first expected report or when it last worked.
- Any visible save error; for Automation Alerts, the automation and expected event.
Use a private support channel for account details. Crop screenshots to the relevant controls and conceal unrelated customer information. Never include a password or a verification code.