Why an email or text was not received

First identify the message you expected: an order update, chat alert, automatic payment reminder, subscription reminder, back-in-stock alert or a blast. Each has different triggers.

1. Check whether a send was requested. Saving an order or customizing a template is not the same as selecting Notify Customer. For chat, the message can be saved without an email/SMS alert. For a scheduled reminder, verify the deadline or occurrence and configured offset.
2. Check the customer details and channel. A usable email is needed for email, and an eligible phone number and relevant permission for SMS. Marketing permission and transactional messaging permission are separate.
3. Check switches and access. Review the relevant notification/reminder type, SMS enablement, wallet balance and spending limits. Essential notifications may be locked by the checkout contact mode. Back-in-stock and unfinished-checkout alerts currently use email. Their automated SMS channel is unavailable even when regular store SMS is enabled.
4. Allow for scheduling. Chat alerts are delayed and grouped; reading the chat can cancel the alert. Reminder or campaign texts may wait for a permitted sending window. A scheduled message is not an instant-send guarantee.
5. Inspect the result. Open the order/quote's Delivery Log, or View Delivery Log on the blast, and read the status/error. A provider-accepted message is not proof that it reached an inbox or was read. For email, ask the customer to check spam and that you used the right address.
6. Correct the cause before retrying. A template preview checks formatting with sample data. It does not verify the recipient, funds, timing or delivery. Repeatedly resending can create duplicate messages.

For an email-address or domain issue, check Account → Storefront Contact Email and Email sending domain. A reply-to address controls replies, not recipient selection. Contact support with the store, order/quote number, message type, intended channel, time and exact log error when these checks do not resolve it.