Notifications Not Sending

If customers subscribed but didn’t receive a notification after a trigger event, work through this checklist.

Step 1 — Confirm the trigger condition was actually met

Back-in-stock: A notification only sends if Shopify’s inventory count for that variant transitions from zero (or negative) to a positive number.

Common reasons inventory changed without Notifly sending: the product is set to continue selling when out of stock in Shopify (these variants are never considered out of stock by Notifly, so no subscriptions are collected and no notifications send); or the stock change happened in an external system that didn’t sync back to Shopify in time.

Verify in Shopify admin: go to the product, open the variant, and confirm inventory is now shown as a positive number.

Price drop: Notifly compares the variant’s current price against each subscriber’s threshold price. If a subscriber didn’t set a custom threshold, their threshold defaults to the price at the time they subscribed. The current price must be at or below the subscriber’s threshold for a notification to send.

Step 2 — Check quiet hours

If the trigger fired during a quiet hours window, the notification is held and will send when the window ends. Go to Notification Settings to see your current quiet hours window. If quiet hours are configured, the notification should arrive once the window ends — no action needed.

Step 3 — Check the notification delay

A notification delay may be configured in Notification Settings. If a delay is set, the notification won’t send immediately — it sends after the delay period elapses. If the trigger condition reverses during the delay (e.g. price goes back up, or stock sells out again), the notification is cancelled.

Step 4 — Check the notification status

Open the specific product notification from the Notifications list and review the subscription records. If the notification shows as sent, it left Notifly successfully — the issue is likely deliverability. Continue to step 5.

If the notification hasn’t sent and the trigger condition has been met, wait a few minutes and check again. If it’s still not sent after 15 minutes, contact support.

Step 5 — Check email deliverability

If the notification sent but the customer didn’t receive the email:

1. Ask the customer to check their spam or junk folder
2. If you’re using your own SendGrid account, check the SendGrid dashboard for bounces or blocks on that address
3. If using Notifly’s default sending infrastructure, contact support — they can check delivery logs

Common deliverability issues: a previous bounce or unsubscribe was recorded for that address, the customer’s email provider is filtering aggressively, or the from address isn’t domain-authenticated in SendGrid.

Step 6 — Check SMS and WhatsApp delivery

If an SMS or WhatsApp notification didn’t arrive:

1. Log in to your Twilio console and check Logs → Messaging for the send
2. Twilio will show delivery status and any error codes
3. Common errors: the destination number is invalid, the carrier blocked the message, or the customer previously opted out

Note

If a customer replies STOP to an SMS from your Twilio number, Twilio automatically blocks future messages to that number. The customer’s subscription will remain active in Notifly but subsequent SMS sends will fail silently. This opt-out is managed at the Twilio level.

Step 7 — Confirm triggers are enabled

Check that the relevant trigger is enabled for the product in the theme:

• OS 2.0 themes — open the theme editor, select the Notifly app block, and confirm Enable Back-in-Stock Alerts or Enable Price Drop Alerts is checked
• Legacy themes — open notifly-widget.liquid and confirm data-enable-back-in-stock and data-enable-price-drop are set to true

Still not resolved?

Contact support at support@littleforgedigital.com with:

• The product URL and variant name
• The customer’s email or phone number
• The approximate time the trigger event occurred
• The notification ID from the Notifications list