Troubleshooting — Email Notifications Not Being Sent

Symptoms

• Visitor joined queue but did not receive a confirmation email
• "Number Called" email never arrived
• Notification log shows failed entries

Likely Causes

What Support Should Check

1. Was the visitor's email captured? — Check Admin → Tickets → {ticket ID} for email and notification_opt_in field.
2. Is the template active? — Admin → Notifications → Templates → verify the event type is toggled Active.
3. Notification log — Admin → Notifications → Log: what status does the entry show?
4. Horizon dashboard — Check the notifications queue depth and any Failed Jobs for SendTicketNotification.

Resolution Steps

1. Confirm worker is running — check Horizon dashboard (/horizon).
2. If template is deactivated: Admin → Notifications → Templates → toggle Active.
3. If SMTP is broken: Admin → Settings → use the test email function to verify connectivity.
4. If notification is in Failed Jobs: retry from Horizon.
5. For persistent SMTP failures: check .env MAIL_HOST, MAIL_PORT, MAIL_USERNAME, MAIL_PASSWORD.

What Engineering May Inspect

• app/Jobs/SendTicketNotification.php — idempotency check and template rendering
• app/Models/NotificationLog.php — alreadySent() method
• notification_logs table — status, error_message columns
• Horizon queue: notifications depth and failed jobs