Please help: update request notifications have stopped working

Eric Githinji

Hello. I am no longer receiving notifications of update requests. The update requests are being created, and show up in the "Requests for You" section on the home page, but no notification (via email or push notification) is coming. It was working fine two days ago but notifications (of update requests specifically) suddenly stopped.

I would like the person in the Assigned To column to receive a notification (via email and push) of the update request when a new task is created with them as the assigned to individual.

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Please note that notifications (email and push) for approval requests and alerts are working. If I go to the workflow, and change the action to either approval request or alert, a notification will be received.

Some additional information:

Notifications for update requests were working fine until a two days ago. I'm not sure if it's a change I made.

I am using myself as the Assigned To person while testing.

I am still on the Free Trial.

My Sheet Change Notification Settings are already checked for "Include my changes in sheet notifications".

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And I've already tried adjusting my workflow permissions to "Unrestricted" with no effect".

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Any help will be greatly appreciated. Thanks.

Andrée Starå

Hi @Eric Githinji

I hope you're well and safe!

You've probably reached the limits on the free trial account.

More info.

https://www.smartsheet.com/legal/limits-policy

Was that the issue?

I hope that helps!

Be safe and have a fantastic week!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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Andrée Starå

Hi @Eric Githinji

I hope you're well and safe!

You've probably reached the limits on the free trial account.

More info.

https://www.smartsheet.com/legal/limits-policy

Was that the issue?

I hope that helps!

Be safe and have a fantastic week!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

✅Did my post(s) help or answer your question or solve your problem? Please support the Community by marking it Insightful/Vote Up or/and as the accepted answer. It will make it easier for others to find a solution or help to answer!

Eric Githinji

@Andrée Starå thanks so much for your help. If I understand correctly from the link you have shared, the limit is 5 notifications per day for free trial users. If that's the case I don't think it is the problem because I haven't been able to receive notifications of update requests for several days now. Or are the limits calculated in a different way? Thanks.

Andrée Starå

@Eric Githinji

Happy to help!

Yes, but I think there's also a total limit on a trial account, so that is probably the reason why it's not working.

@Genevieve P Can you confirm?

Genevieve P.

Hi @Eric Githinji

(and thanks for the tag, @Andrée Starå!)

Trial users are limited to sending a maximum of 100 emails during the duration of the trial as well as sending to 100 unique email recipients.

However, if you're still receiving emails from other workflow actions, I would recommend checking your junk or spam filters in case the automation specific to Update Requests are being blocked there (see: Issue: Email Not Received from Smartsheet).

Let me know if this helps!

Cheers,

Genevieve

Eric Githinji

Dear @Andrée Starå and @Genevieve P I have checked the spam and nothing was delivered there. However for now I'll conclude that my issue is related to limits on the free trial as you have suggested. If I encounter the issue after upgrading I'll inquire further.

Many thanks again for your help.