Troubleshoot on-call emails
Use this table when an on-call email did not arrive, or arrived later than you expected.
Common problems
| Symptom | Cause | Solution |
|---|---|---|
| I get no on-call emails at all. | Notify On Call is off. It is off by default for every user. | Turn it on. See Turn on-call emails on or off. |
| I get override emails but no shift reminders. | No reminder day is selected. | Select at least one day in Remind Me. See Choose when to get shift reminders. |
| I got a reminder 1 day before my shift, but not 3 days before. | Oppex sends reminders only on the days you selected. | Select 3 days in Remind Me, keeping at most two days. |
| I didn't get a reminder for a shift that starts the day after another shift of mine. | Oppex reminds you only when you become on call after a day off call. A shift that continues a stretch you are already on call for gets no reminder. | No action is needed. You were reminded at the start of the stretch. |
| I'm on call every day and never get a reminder. | Your schedule keeps you on call continuously, so there is never a new shift to remind you about. | No action is needed. |
| Someone covered part of one day for me, and I got no reminder when my shift resumed. | An override that starts and ends on the same day does not trigger a return reminder, because you were on call that day anyway. | No action is needed. An override that covers whole days does send you a reminder when you return. |
| I'm on call through an escalation policy, but get no reminders. | You are assigned to an escalation level directly, not through a schedule. Reminders are sent only for schedule shifts. | Ask an administrator to add you to the escalation level through a schedule. |
| I didn't get a reminder for a shift starting today. | Reminders are sent 1 to 5 days ahead. There is no same-day reminder. | Select 1 day in Remind Me to be reminded the day before. |
| My reminder said today or in 2 days instead of tomorrow. | The wording is counted in your time zone, while the reminder day is counted in the schedule's time zone. | No action is needed. The date and time in the email are correct for you. |
| An override was cancelled and I got no email. | Oppex does not email anyone when an override is cancelled. | Check the schedule's calendar for your current shifts. |
| Still nothing arrives. | The email may be in your spam folder, or your account may have a different email address. | Check your spam folder and the email address on your profile, then contact support. |