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I'm not receiving alarm notifications

If you are not receiving alarm notifications from Live, this guide will help you check the most common causes. Work through each step in order.

Step 1: Check Your Alarm Is Set Up Correctly

Alarms will only trigger if they have been properly configured with the correct recipients and thresholds.

  1. Log into Live and go to your alarm settings.
  2. Check that your email address or phone number is listed as an alarm recipient for the relevant sensor.
  3. Check that alarm thresholds are set — if no threshold has been configured, no alarm will be sent.
If you are not sure how to set up alarm recipients or thresholds, refer to the Alarm Setup guide or contact support for help.

Step 2: Check Whether the Threshold Was Actually Breached

Alarms only send when a reading crosses a configured threshold. If your threshold has not been breached, no notification will be sent — this is expected behaviour. You can check the sensor's reading history in Live to confirm whether the threshold was exceeded.

Step 3: Check Whether You Have an Unacknowledged Alarm

By design, a sensor will only send one alarm notification per 24-hour period if a previous alarm has not been acknowledged. If you received one notification but not subsequent ones, check whether the first alarm is still showing as unacknowledged.

To acknowledge an alarm:

  1. Go to the Alarms section in Live.
  2. Find the active alarm for the sensor.
  3. Click Acknowledge or Resolve as appropriate.

Once acknowledged, the sensor will resume sending notifications if the threshold is breached again.

Step 4: Check Your Email Junk / Spam Folder

Alarm notification emails can occasionally be filtered into spam or junk folders, particularly in corporate environments.

  • Check your junk or spam folder for emails from Invisible Systems.
  • If you find alarm emails there, mark them as "not spam" or add the sending address to your safe senders list.
  • If your organisation has an IT team, ask them to whitelist emails from Invisible Systems.

Step 5: Check Whether Others at Your Site Are Receiving Alarms

Ask a colleague who is also set up as an alarm recipient whether they received the notification.

  • If they received it and you did not — the issue is likely with your specific email address or notification settings.
  • If nobody received it — contact support, as there may be a delivery issue that needs investigating.

Managing Alarm Thresholds

You can review and update your alarm thresholds at any time in Live. A few things worth knowing:

  • Set thresholds based on what is genuinely abnormal for your environment — not just peak readings. If thresholds are set too low, you may receive too many notifications.
  • Alarms are designed to trigger when a reading exceeds a threshold for more than a set number of times within a set time period — this prevents false alarms from brief spikes.
  • If you are unsure what threshold to set, our support team can advise based on your sensor type and environment.