Notifications aren't arriving

Phone alerts

Work through these in order:

1. You’re signed in to the phone app. Alerts only go to phones signed in to IC Secure. Signing out, or deleting the app, stops them.
2. The phone allows notifications. If you chose “Don’t Allow” when the app first asked, turn them on in your phone’s settings: on iPhone, Settings > Notifications > IC Secure AI; on Android, Settings > Apps > IC Secure AI > Notifications. Also check Focus or Do Not Disturb.
3. Push is on. In the app’s Settings (or Account > Notifications on the web), make sure Push notifications is on.
4. That kind of alert is on. Under Push alerts, check the event type is on. Other (tampering, alarm input, video loss) is off by default.
5. You have access to the site. You only get alerts for recorders and sites you can see. If a site is missing, ask an Administrator to check your access under Team.
6. The recorder sends that kind of event. On the Devices page, check the recorder’s Event subscriptions, and the camera’s Events button for ignored types.

Also good to know:

• Each recorder sends at most one alert per minute for each kind of event, so a busy camera won’t send one alert per detection.
• NVR offline alerts go to Administrators only, after the recorder has been offline for 15 minutes, and repeat at most every 12 hours.
• The bell in the web app only shows events that arrive while the page is open. It doesn’t affect phone alerts.

Emails

• Check your spam or junk folder, and add noreply@icsecure.ai to your contacts or safe senders.
• Make sure Email is on under Account > Notifications.
• For the Daily digest, also check Daily digest is on, the Send on days, that it isn’t Paused, and the Skip days with fewer than setting. Send test digest sends one right away so you can check it arrives.
• Company email systems sometimes hold automated email. Ask your IT team to allow mail from icsecure.ai.

Still nothing? Contact support and tell us your email address and roughly when an alert should have arrived.