Troubleshooting and delivery.

Every message is triggered by something a member did, so most "why did it not send" questions come down to three things: the member's email, their preferences, and, for the daily sends, the scheduler.

When a message does not arrive

The app skips a send rather than holding it for later. A member is skipped when they:

• Have no email address on file.
• Turned off the matching preference: Loyalty updates for the warnings, receipts, and nudges, or Offers and news for the birthday reward, win-back reward, and activation nudge.

There is no error, no retry, and no queued copy. A skipped send did not happen.

For the welcome message, the reward-ready nudge, the pass nudges, and the activation nudge, the reason is visible: each files a Lifecycle entry in your Activity logs the moment it fires. For a member the app could not reach, the entry says so: not reachable when there is no address on file, or that the member turned Loyalty updates off. The other messages here do not log.

The daily sweep

The activation nudge is the one message that runs on a schedule rather than the instant something happens. It runs once a day: on its own when cron is configured, or on the first portal traffic of the day when it is not. An administrator can run it by hand from Health center → Scheduled tasks, which shows when it last ran and how many invitations went out.

If daily sends are not going out, confirm the scheduler is running. See After you install for the cron entry, and Health center for the scheduled-task view and its last-run times.

The same event never sends twice

Every message anchors in the database against the member, the trigger, and the specific card, reward, pass, or voucher where it applies, so the same event cannot send twice even if two visits land at once. Two messages repeat by design: the reward-ready nudge re-arms after 90 days of quiet on the same reward, and the stamp expiry warning fires again the next time a card's expiry date gets close.