> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://support.trackingmore.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# What if my customers & I didn't receive any email or SMS notifications?

### Reasons of issues of not receiving email or SMS notifications
In the case you didn't receive email or SMS notifications, there are reasons below: 
1.  Email or SMS notifications **NOT** enabled
2. Email or SMS notifications enabled **After** the new tracking info or new status updated by TrackingMore system
3. Email or SMS not input when importing shipments to TrackingMore
4. The tracking number status not matching our update logic 
5. In your spam inbox or bug as not in your spam inbox

### Solutions of not receiving email or SMS notifications
1. When Email or SMS notifications **NOT** enabled, please go to [TrackingMore notifications](https://admin.trackingmore.com/notifications/setting) to enable email or SMS notifications.

![](https://storage.crisp.chat/users/helpdesk/website/e0174a0b5e49b000/image_1omqax4.png)

2. When Email notifications enabled **After** the new tracking info or new status updated by TrackingMore system, please **Sent email** manually in TrackingMore shipments page. 
![](https://storage.crisp.chat/users/helpdesk/website/e0174a0b5e49b000/image_1i71lbb.png)

3. When The tracking number status not matching our update logic, please re-import a matching tracking number with valid email & SMS input. 
| Note: Each real tracking number uploaded will be regarded as starting from pending to the current status. But kindly note that there are some restrictions below:
| * For **delivered** orders, if order created time in our trackingmore portal-successfully delivered time≥3 days, then the automatic email notification will not send. For example, an order was created on trackingmore portal on 2023/2/8, and delivered time is 2023/2/1, so 2.8-2.1=7 days>3days, it will not trigger the email notification;
| * For **exception** orders, the order created time in our trackingmore portal-the latest updated time≥7days, then the automatic email notification will not send.

4. When Email or SMS not input when importing shipments to TrackingMore, please import tracking numbers first, then go to [TrackingMore notifications](https://admin.trackingmore.com/notifications/setting) to enable email or SMS notifications.

5. When all the above 4 situations are ok, please check your spam inbox. If not found in spam, double check whether you did set blacklist or search our sender info edms.trackingmore.org to find it again. If it still doesn’t work, please be free to contact with us at support@trackingmore.com or on the live chat. 


### You can check whether email or SMS sent successfully in [notifications history](https://admin.trackingmore.com/notifications/history) or in events of TrackingMore shipments page.