You didn't get a notification when your visitor arrived

Your visitor arrived at reception, but no notification reached you. Before assuming the notification is broken, there's one check that explains most of these cases in a few seconds.

Start with the visit status

The notification is sent when the visitor signs in. So the first thing to look at is whether they actually did.

1. Log in to Systam Studio at app.systam.io.
2. Find the visit and look at its status.

• Arrived — the visitor signed in, so a notification was sent. Continue to the sections below.
• Expected — the visitor hasn't signed in. That's why nothing arrived. It usually means they walked past the kiosk, someone let them in without signing in, or they signed in under a different visit.

The different statuses are explained in Visitor statuses in Systam Studio.

Check that you're the host on the visit

Notifications go to the host named on the visit. If a colleague created the visit and picked someone else as the host — or picked the wrong person from a list of similar names — the notification went to them.

You can see the host on the visit in Studio. If it's wrong, the host can be changed there.

Check how your notifications are set to arrive

Hosts can be notified by email, by text message, or both. There's a default for the whole workspace, and an individual setting that overrides it for a single host.

If you're an admin, you can check both yourself:

• Workspace default: Settings → Notifications → Host notifications.
• Your own setting: Hosts → find yourself → three-dot menu → Edit host.

If you're not an admin, your admin can look at this for you. The steps are in Manage host notifications.

If you were expecting a text message

Text notifications need a phone number on your host record. Email notifications are on by default when a host is added, but a phone number is optional — so if nobody filled it in, SMS has nowhere to go.

The number is added in the same place as the notification setting: Hosts → Edit host. See Add a host to Systam Studio.

If you were expecting an email

Check your spam or junk folder, and any inbox rules you may have. Notifications arrive from outside your organisation, so a filter can quietly move them. It's worth searching your whole mailbox rather than only the inbox.

If you got several notifications about the same visitor

Each arrival sends its own notification, so the usual thing to check is whether the visitor has more than one visit for that day in Studio. This happens easily when a visit is created both from a calendar invitation and by hand, or when someone signs in again later in the day.

If you find duplicate visits, you can sign out or remove the extra ones in Studio. If there's only one visit and the notifications still repeat, let us know — that's worth a look from our end.

Getting in touch

Write to us at support@systam.io and tell us:

• the visitor's name and the date and time of the visit
• what status the visit shows in Studio
• whether you were expecting an email or a text message
• who is named as the host on the visit

With those, we can see from our logs whether the notification left our end and where it went.

Related articles

• Visitor statuses in Systam Studio
• Manage host notifications
• Your visitor didn't receive the pre-arrival message
• Plan a visit in Systam Studio

The status in Studio answers this one more often than not — and if it says Arrived and you still heard nothing, we'll trace it with you.