Recurring Alerts automatically send messages (like attendance notifications or lunch balance alerts) to your recipients on a repeating schedule. When a recurring alert stops sending as expected, it's usually related to a data sync issue, an inactive alert, or a configuration problem.
This article covers the most common reasons recurring alerts may not send and what you can do to resolve them.
Understanding Recurring Alerts
Recurring Alerts pair a pre-composed message with a recipient list and a repeating schedule. They are designed to send automatically on the days and times you configure — without any manual action each time.
Key things to know about how they work:
A recurring alert references a Message (with SMS, TTS, and/or Email content) and a Call List (your recipients).
The alert runs on the days of the week and time slots you select in the schedule.
If the Only Run with New Data toggle is turned on, the alert will only send if the data in the selected list has been updated that calendar day. If no new data comes in, the alert will not fire.
An alert must have its Activate Alert toggle turned on to be actively scheduled.
Identifying Common Issues and Fixes
If your recurring alerts have stopped sending, work through the checks below.
*The alert is inactive
Open the recurring alert and confirm the Activate Alert toggle is turned on. If it's off, the alert is paused and will not send on its schedule. Toggle it back on to resume.
*The data list has not updated ("Only Run with New Data" is on)
When Only Run with New Data is enabled, the recurring alert checks whether your selected list received fresh data that calendar day. If your SIS or data source hasn't synced new information, the alert will skip that run. Check whether your data file synced successfully for the day in question.
*The data sync from your SIS stopped or failed
Recurring alerts rely on up-to-date data from your Student Information System (SIS). If the automated data sync between your SIS and the platform has stopped — for example, due to a server rebuild, credential change, or export schedule issue — your lists won't update, and alerts configured with Only Run with New Data won't fire.
To check this, look at your data list and confirm that it shows recent sync activity. If syncing has stopped, you may need to re-establish your SIS connection or manually upload a fresh file. Contact support if you need help verifying your sync status.
*Variable mapping is incomplete or mismatched
If your message uses personalization variables (like student name or balance), every variable must be mapped to a column in your selected list. Open the recurring alert and confirm all variables are properly mapped under the Variable Mapping section.
*The list is missing required contact columns
If the message has SMS/TTS enabled but the list has no phone column, or the message has Email enabled but the list has no email column, the alert may not reach recipients on those channels. You'll see a warning when creating or editing the alert — make sure your list includes the appropriate contact columns.
*Email defaults are not configured
If your message includes the Email channel but your organization's email defaults (from_email or from_name) are not configured in Settings, the alert cannot send emails. Navigate to your Settings to confirm these are filled in.
Requesting a Resend of Missed Alerts
To have missed alerts re-run, please contact Apptegy Support. Our team can manually trigger your recurring alerts to run again once the underlying issue (such as a data sync) has been resolved. When reaching out, let us know:
Which recurring alert(s) were affected (by name)
The date(s) the alerts were missed
Whether the data sync has been restored or manually run
Pausing and Reactivating Recurring Alerts
If you need to temporarily stop all recurring alerts — for example, over summer break — you don't need to delete them.
Pausing individual alerts
Open the recurring alert you want to pause and turn off the Activate Alert toggle. The alert will remain saved but will not send until you turn it back on.
Pausing all alerts at once
On the Recurring Alerts tab, click Make All Inactive in the toolbar above the Recurring Alerts table. A confirmation dialog will list the alerts that will be deactivated. Confirm to pause them all.
Reactivating alerts
When you're ready to resume, click Make All Active in the toolbar, or open individual alerts and turn the Activate Alert toggle back on.
Still Having Issues?
If you've confirmed your alert is active, your data is syncing, and your variable mappings are correct but alerts still aren't going out, please reach out to Apptegy Support via chat. We can look into your specific alert configuration and data sync status to identify the issue.