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Specific User Not Receiving REM Alerts

Asha Thomas
Asha Thomas
  • Updated

If one team member isn’t receiving alerts—while others on the same account are—there may be a configuration issue with their alert settings, contact info, or device notifications.

To edit Remote Monitoring settings, you must have the "Edit REM" permission. For more information on different role permissions visit Edit Role Permissions.

Confirm an Alert Definition Exists

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  1. From the Menu, tap Remote Monitoring
  2. Tap the gear icon in the top right corner
  3. Under Alerts, search for and select the Alert the user is not receiving
    • If no Alerts exist, tap the + icon and select Create Alert

Alert Definitions control when alerts are sent, how they’re delivered (Push, SMS, Email), and who receives them.

 

 

Review the Alert Schedule

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  1. Check that the alert is scheduled for the correct days and times
    • You can set alerts for specific shifts (day/night, weekday/weekend) or use the “Anytime” toggle for 24/7 alerts
  2. Tap the start or end time to adjust the schedule if needed

 

 

Confirm Delivery Method is Selected

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  1. In the alert definition, make sure at least one delivery method is selected: Push, SMS, and/or Email
    • Selected delivery methods will show a checkmark

 

 

Verify the User is Assigned to the Alert

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  1. Check that the affected user is listed as a recipient.

If the User is not listed as a recipient: 

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  1. Tap the pencil icon next to Recipients
  2. Select the employee
    • Selected employees will show a checkmark
  3. Tap Save
  4. Once added, the user should begin receiving alerts. If they still don't, continue to Confirm Contact Information is Correct

 

 

Confirm Contact Information is Correct

  1. Go to the user's profile in the Ecolab KitchenIQ™ app
  2. Make sure the employee's email address and phone number are correct and active
  3. If contact information is correct and alerts still aren't coming through, continue to Check Device Notification Settings

 

 

Check Device Notification

  1. Open your device's settings
  2. Go to Apps > Ecolab KitchenIQ™ > Notifications
  3. Make sure notifications are enabled

If alerts still aren't coming through, check the delivery-method specific guides:

 

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