Alerts

Why didn't I get an email?

The agent stopped, or you know it was stuck, and no alert arrived. There is a definite answer rather than a guess: every alert the system considers is recorded, sent or not.

Merchant Portal → Notifications → Recent alerts.

Each entry shows the device, the alert type, when it happened, and — when no email went out — the reason in plain English:

What it says	What happened	What to do
not emailed — inside the repeat window	The same device already alerted about the same problem type within your cooldown.	Nothing is wrong. Shorten Don't repeat within if you want more mail.
not emailed — alerts were off	The Agent alerts master toggle was Disabled at the time.	Turn it on.
not emailed — this type was switched off	That specific checkbox was unticked — commonly Finished a run.	Tick it if you want those.
not emailed — no recipients saved	Alerts were on, but the Alert recipients list was empty.	Add recipients.
not emailed — already sent by another server	Two servers considered the same alert at once and one won. The email was sent, once.	Nothing.

If there is no entry at all

Then the alert was never considered, which narrows it to one of these:

The agent could not report it. A crashed process or a powered-off machine cannot post anything — that is what the Went offline alert is for. Check that Went offline is ticked and that the location has a schedule covering the time in question.
The machine had no internet. The agent's report never arrived. The offline watchdog is the backstop here too.
It was not an alertable event. A drained queue, a per-run limit, a document going to manual review, or someone pressing Stop with Finished a run off — none of these alert by design.

If the entry says it was emailed but nothing arrived

Check the spam folder, then your mail gateway's logs for [PharmAutomate] mail.
Use Send test alert to confirm the current recipient list end to end.
Confirm the addresses under Alert recipients are correct — note this is a different list from Report recipients.

Note: If you integrate with the notification-settings API directly, be aware that saving settings replaces the reports and alerts configuration together. A client that submits only report fields will switch alerts off.