Troubleshoot Failed Notification Triggers

This page helps you understand why a notification was not generated at all; for example, when you expected an email, SMS, webhook, or streaming event, but no entry appears in the communication log or downstream system.

Scope

This page applies to all notification channels, and focuses on cases where no notification record was created:

• Email
• SMS
• Webhooks
• Event streaming

note

If a notification was created but failed to be delivered, see Troubleshoot failed notifications.

There is no single rule of thumb for “no notification generated” issues. Notification creation depends on:

• Template configuration
• Subscriptions
• Channel settings
• Feature toggles
• Entity data at the time of the event

To identify the root cause, refer to the scenario below:

• Target, event, and filters do not match the action
• Opt-out subscriptions are still processing in the background
• The entity is unsubscribed or the template/channel is disabled
• Additional checks for email and SMS
• Advanced scenarios (less common but possible)

Target, event, and filters do not match the action

A notification is only created when the system finds an Active template where all the following match:

1. Target
   The template’s target (for example, Client, Group, Loan account, Deposit account, Payment order, Accounting) must match the entity involved in the event.

2. Event trigger
   The template’s event (for example, Loan Repayment, Loan Fee Applied, Deposit, Client Created) must match the actual event that occurred.

3. Conditions (filters)
   If the template has additional conditions (field / operator / value), they are evaluated at the moment of the event. If they evaluate to false, no notification is created.

If any of these do not match, the system simply skips message creation. In that case:

• No NotificationMessage is created.
• Nothing appears in the Communications log.
• The template may remain in a Not in use state, because it never successfully triggered.

How to check this

1. Open the template and verify:
   • Target matches the type of entity you tested on.
   • Event matches the action you performed.
   • Conditions match the entity’s actual data at the time the event fired (for example, product, status, balance, branch).
2. On the entity (client, account, group, etc.), review the latest activity to confirm that:
   • The event you expected really occurred.
   • Relevant fields had the values required by the template conditions.

If the event or field values do not match the template configuration, no notification will be generated.

Opt-out subscriptions are still processing in the background

For templates that use the Opt-out subscription option, Mambu automatically subscribes existing eligible entities in the background.

• For small tenants, this completes quickly.
• For large tenants (tens or hundreds of thousands of entities), this may take longer and is handled by background tasks.

Until the background subscription job processes a specific client/account/group:

• That entity is not yet subscribed, and
• No notification will be generated for that entity, even if the template configuration is otherwise correct.

When you first save such a template, the UI shows a progress indicator for the subscription job:

How to check this

• If you just created or changed an Opt-out template, wait for the background process to finish.
• For large tenants:
  • Try again after some time.
  • Check a few different clients/accounts to see whether notifications are gradually starting to appear.
• If you suspect the process is stuck, gather the template ID and tenant details and contact Mambu Support.

The entity is unsubscribed or the template/channel is disabled

This candidate covers scenarios where notifications used to be generated and suddenly stopped for some entities or completely.

The client or account is unsubscribed

Even if the template is active and correctly configured, no notification is created if the specific entity is not subscribed.

1. Open the Client or Account where you expected the notification:

   

2. Select More > Set Notifications:

   

3. In the pop-up, look for the row that matches:

   • The event (for example, Loan Repayment, Deposit, Client Approved), and
   • The channel (Email, SMS, Webhook).

   If the checkbox is unchecked, the entity is unsubscribed and no notification will be generated for that event/channel.

   

Recommendation

• Check the relevant checkbox to subscribe the entity to that notification, then Save changes.
• Keep in mind:
  • Subscription / unsubscription operations are currently not shown in the Latest activity column.
  • If you suspect an unintended subscription change, use your internal audit processes and, if needed, contact Mambu Support with template ID, entity ID, and time window.

The template is inactive

If the entity is correctly subscribed but the template itself is *Inactive, no notification will be generated.

To verify:

1. Go to Administration.
2. Open the relevant channel area:
   • Email > Templates
   • SMS > Templates
   • Webhooks > Templates
   • Streaming (for event streaming templates)
3. Search for your template by name.

4. Check the Status or State column:
   • Active: template can generate notifications (if all other conditions are met).
   • Inactive: template will not generate any notifications.

Recommendation

• If the template should still be in use, activate it via the Actions menu.
• Internally confirm who deactivated it and why, to avoid surprises later.

The channel is disabled at organization level

Even if:

• The template is Active, and
• The entity is correctly subscribed,

notifications will not be generated if the corresponding channel is disabled in global settings.

Examples (exact labels may vary by environment):

• Email: email sending disabled or no provider configured.
• SMS: SMS channel disabled or provider credentials missing.
• Webhooks/Streaming: specific feature toggles for streaming or webhooks not enabled.

If the channel is globally disabled, the logic may skip message creation for that channel.

Recommendation

• Ask your Mambu admin to verify:
  • Email settings for your environment.
  • SMS configuration and enablement.
  • Webhook / Streaming feature toggles where applicable.
• If you recently changed any global settings, test after re-enabling the channel.

Additional checks for email and SMS

For Email and SMS, a common reason for “no notification created” is a missing or invalid destination.

1. Open the client or account where you expected the SMS or email:

   

2. Verify that the relevant contact fields are correctly populated, for example:

   • For email:
     • The Email Address is populated with a valid email address.
   • For SMS:
     • Mobile Phone 1 is populated with a valid phone number (this is typically the field used for SMS dispatch).

If these fields are empty or invalid, notification creation is skipped for that entity, even if the template configuration is otherwise correct.

If you see two fields with the same name, one is usually a custom field and the other is a native field. Make sure you write the information into the correct field. Even with similar names, our system will generate a notification only if the native field contains the information.

tip

Make sure your onboarding and data-quality processes keep Email and Mobile Phone 1 populated for all customers that should receive notifications.

Advanced scenarios (less common but possible)

If none of the above candidates explain the behavior, consider these more advanced cases:

• Feature toggles: Some events and channels (for example, specific authorization hold events, streaming, or advanced dispatch flows) are protected by feature toggles. If a toggle is turned off, notifications for those events will not be generated.
• Target mismatch for group vs members: Certain targets (for example, Groups) send notifications only to the group entity, not to each individual member—unless explicitly modeled that way in your setup.
• Entity life cycle: For some actions, the entity might be transitioned or deleted as part of the operation. In such cases, notifications may be skipped or routed differently depending on your configuration.
• Template still “Not in use”: A template marked as “Not in use” simply means it has never actually produced a notification yet. This is a symptom rather than a cause, but it confirms that no event/template/condition combination has matched so far.

If you suspect any of these, capturing precise details (template ID, entity ID, event type, and timestamp) will help Support validate behavior against logs.

Next steps

If you have gone through these candidates and still do not see notifications being created:

1. Collect the following information:
   • Template name and ID.
   • Channel (Email, SMS, Webhook, Streaming).
   • Tenant and environment (for example, sandbox vs production).
   • Entity IDs (client ID, account ID, group ID, etc.).
   • The exact time window when you triggered the event.
   • A short description of the action you performed in Mambu (for example: “posted a repayment of X on loan Y”).
2. Check internally whether:
   • Anyone changed template configuration, subscriptions, or global channel settings.
   • Any related feature toggles were recently enabled/disabled.
3. Submit a ticket to Mambu Support and mention that it is for the Notifications team, including all the above details.

This will significantly speed up the investigation and help us determine whether the notification was skipped due to configuration, subscriptions, data, or a platform issue.