Troubleshooting and delivery.

Start with the member's email address and preferences. For scheduled messages, also check the task's last run in Health center.

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.

Welcome, reward-ready, and pass nudges record skipped sends in the Lifecycle category of Activity logs, including missing addresses and disabled Loyalty updates. Activation skips members without the required consent before it creates an entry. A missing activation log therefore does not prove the task failed.

The daily sweep

Activation nudges, birthday and win-back rewards, and expiry work run on schedules. The activation nudge runs once a day with cron, or on the first portal traffic of the day when cron is absent. 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 scheduler setup for the cron entry, and Health center for the scheduled-task view and its last-run times.

Preventing repeat sends

The app records processed events against the member and the relevant card, reward, pass, or voucher to prevent repeat sends. 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.