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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 Rule Exists

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

Alert Rules 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. Tap Edit next to Schedule
  2. Check that the alert is scheduled for the correct days and times
    • You can set alerts for specific shifts (day/night, weekday/weekend) or select “Anytime" for 24/7 alerts
    • Tap the start or end time to adjust the schedule if needed

Confirm Delivery Method is Selected

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  1. Tap Edit next to Notification Methods
  2. Make sure at least one delivery method is selected: Push, SMS, Email, and/or Robo Call
    • Selected delivery methods will show a checkmark

Verify the User is Assigned to the Alert

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  1. Tap Edit next to Recipients
  2. Check that the affected user is listed as a recipient

If the User is not listed as a recipient: 

If Recipient list is not correct.png

  1. Select the employee
    • Selected employees will show a checkmark
  2. Tap Save
  3. 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

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  1. Go to the user's profile in the Ecolab KitchenIQ™ app and view their contact information
  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 Settings

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  1. Open your device's settings
  2. Go to Apps > Ecolab KitchenIQ™ > Notifications
  3. Make sure notifications are enabled
  4. If notifications were off, turning them on should resolve the issue

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

 

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