Frequently Asked Questions
Canopy sends notifications for task updates, client activity, payments, eSign requests, and more. This article covers common questions about why notifications may not be appearing as expected, and how specific features handle notifications differently.
Table of Contents
General Notification Issues
Q: Why am I not receiving notifications?
The two most common reasons:
The notification type isn't enabled in your settings. Go to Settings > Notifications and confirm the relevant notification types are turned on.
You're not assigned to the client, task, engagement, or client request the notification is tied to. Canopy sends notifications based on assignment — if you're not assigned, you won't receive them.
If your settings are correct and you're properly assigned, there may be an issue with your email address. If your email had a hard bounce, it may have been deactivated in Canopy's system. Contact Canopy Support to resolve email delivery issues.
Check your email provider to ensure Canopy emails are not being filtered into spam or junk folders.
If your email has been suppressed due to a hard bounce, check the Postmark Activity/Suppression list, remove the suppression, and reactivate the email in Canopy Admin.
Use an Incognito or Private Browsing window to rule out cache or cookie issues.
Clear your browser’s cache and cookies, then test notifications by uploading a file to a test client account.
Q: Do I need to be assigned to receive notifications for tasks, engagements, and client requests?
Yes. For most activity types, you'll only receive notifications for items you're directly assigned to. This applies to tasks, engagements, and client requests.
If you're expecting a notification and not receiving it, verify that you're assigned to the specific item — not just the client.
To verify your assignment, check the top-right area of the client’s profile for your name or initials, or review the "Assigned User" column in the Client List.
If you are not assigned, assign yourself by clicking the blue person icon in the client profile (if you have permission) or request an admin to assign you.
For bulk assignments, go to Account Settings > Team Organization and use the "Assign All Clients" option, then save.
Feature-Specific Behavior
Q: Why am I not receiving notifications for client file uploads in Canopy?
If you are not receiving badge or email notifications for client file uploads in Canopy, there are several potential reasons and troubleshooting steps to resolve the issue:
Notifications for client file uploads are only sent to team members explicitly assigned to the relevant clients. General access to all clients does not guarantee notifications unless assignments are in place.
Ensure that badge, banner, and email notifications are enabled in your settings. Navigate to Settings > Notifications and confirm that the relevant notification types are activated.
Verify your assignment to the client by checking the top-right area of the client’s profile for your name or initials, or by reviewing the "Assigned User" column in the Client List.
If you are not assigned, assign yourself by clicking the blue person icon in the client profile (if you have permission) or request an admin to assign you.
For bulk assignments, go to Account Settings > Team Organization and use the "Assign All Clients" option, then save.
Q: Why am I receiving payment notifications for clients I'm not assigned to?
Payments are an exception to the assignment rule. If you have access to a client and have payment notifications enabled, you'll receive notifications for payment activity — including declines — regardless of whether you're assigned to that client.
Q: Why am I not receiving a notification when my eSign request is completed?
This depends on how the eSign request was sent:
Sent from a letter template → you'll receive an eSign is ready to be reviewed notification.
Sent from a PDF → the completion triggers a task has changed status notification instead, not an eSign-specific one.
If you're not seeing eSign completion notifications, check whether your task status notifications are enabled in Settings > Notifications.
Q: Why am I receiving a task notification even though I have task notifications turned off?
The Send Team Member Notification automation action sends a notification regardless of your personal task notification settings. If a workflow automation is configured to notify you, you'll receive that notification even if task notifications are disabled in your settings.
Mobile App Notifications
Q: Why am I not receiving notifications on the mobile app?
Two things need to be in place for mobile push notifications to work:
The Canopy app must have permission to send push notifications on your device. Check your phone's notification settings and confirm Canopy is allowed.
Mobile notifications are tied to the Email notification toggle in your settings. Go to Settings > Notifications in the web app and confirm the Email option is enabled for the notification types you want.
Q: Can I change my notification settings from the mobile app?
No. Notification settings can only be updated in the web version of Canopy. Go to Settings > Notifications to make changes.
Summary
This article covers the most common reasons notifications may not be working as expected in Canopy, including assignment requirements, feature-specific exceptions, and mobile app behavior. If you've checked your settings and assignment status and are still not receiving notifications, contact Canopy Support or ask Penny for help.
Need help?
Contact Support or ask Penny, our AI Support Bot, for assistance.