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Notification Troubleshooting

Email Notifications Not Arriving​

  1. Check your spam or junk folder. Add noreply@praxi.au to your email contacts or safe senders list.
  2. Verify your email address is correct in Settings > Profile > Contact Details.
  3. Confirm that email is enabled as a channel in Settings > Notifications for the relevant notification type.
  4. Some corporate email filters block transactional emails. Ask your IT administrator to whitelist the praxi.au domain.
  5. If you use email forwarding, check the final destination mailbox.

SMS Notifications Not Arriving​

  1. Verify the mobile number on file includes the correct Australian country code (+61) and has no extra spaces or characters.
  2. Check that SMS is enabled in Settings > Notifications for the relevant notification type.
  3. SMS delivery depends on the mobile carrier. Messages typically arrive within 60 seconds but may be delayed during carrier outages.
  4. Some mobile plans block short-code or alphanumeric sender SMS. Contact your carrier if you suspect this is the case.
  5. Praxi sends appointment reminders 24 hours before the scheduled time by default. Adjust the timing in Settings > Notifications > Reminders.

Push Notifications Not Working​

Push notifications require a modern browser or the Praxi iOS app (iOS 17.0+).

  1. Ensure you have granted notification permissions to Praxi in your browser or device settings.
  2. On Chrome, check Settings > Privacy and Security > Site Settings > Notifications and confirm app.praxi.au is set to Allow.
  3. On iOS, go to Settings > Notifications > Praxi and enable Allow Notifications.
  4. If push notifications stopped after a browser or OS update, sign out and sign back in to re-register your device.
  5. Push notifications are not delivered when Do Not Disturb or a Focus mode is active.

Notification Preferences​

Praxi supports per-type notification preferences at the user level.

  • Navigate to Settings > Notifications to control which events trigger notifications and through which channels (email, SMS, push, in-app).
  • Some notifications are mandatory and cannot be disabled, including security alerts and credential expiry warnings.
  • Organisation-level defaults are set by practice owners in Settings > Organisation > Notifications. User preferences override organisation defaults where permitted.

Client-Facing Notifications​

If clients report they are not receiving appointment reminders or portal notifications:

  • Check the client record to ensure their contact details are up to date.
  • Verify the client has consented to receiving communications.
  • Review the notification log in the client's record to see delivery status.

Delayed Notifications​

Occasional delays (up to five minutes) may occur during periods of high demand. If delays are consistent, check the notification log for delivery failures and contact support.

Contact Support​

If notification issues persist, contact support at hey@praxi.au and include the notification type, expected delivery channel, and the approximate time the notification was expected.

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