Member states "Not getting Notifications" when set "Instant"

[montyj]

Forum URL: (private)

I have a new member, username "tharlane" that is claiming they are not getting any notifications despite having set threads and posts to "Instant".

I have worked with the member and had them check their email junk/spam settings, but they keep insisting everything is normal there.

Since I do not have the ability to verify the members notification settings (can this be changed!!??) I cannot assist them further.

Please check this members settings and verify they have indeed set their threads and posts to "Instant", and that notifications are actually being sent to this member.

Thank you.

[Kami]

Jan 27, 2021 8:35:55 GMT -8 montyj said:

Forum URL: (private)

I have a new member, username "tharlane" that is claiming they are not getting any notifications despite having set threads and posts to "Instant".

I have worked with the member and had them check their email junk/spam settings, but they keep insisting everything is normal there.

Since I do not have the ability to verify the members notification settings (can this be changed!!??) I cannot assist them further.

Please check this members settings and verify they have indeed set their threads and posts to "Instant", and that notifications are actually being sent to this member.

Thank you.

First things first: no, the member notification settings will likely not be changed to be viewable by anyone other than the members. This would be considered an invasion of privacy, especially since staff with the power to edit people's profiles would thereby have power to edit that page (it's an all or nothing deal), which opens the floor up to abuse by forcing members to opt into communications they don't actually wish to opt into -- not saying you would do this, but that unscrupulous sorts would take advantage of it.

You can ask the member to send you a screenshot of their settings.

There are two issues I suspect might be at play here:
- 1, the member is expecting instant forum notifications with the settings for threads/posts. In this case, it's a misunderstanding as the notifications are the [new] indicators next to the boards & threads, as opposed to a pop up or other alert.
- 2, the member's email provider is blocking PB emails as spam, without delivering them to their inbox. In this case, I'd recommend adding [e-mail] to their address book / safe list.

There is a third option, in that PB emails aren't getting sent to them because they've been flagged as a non-responsive email (ie: emails PB sends have been bouncing back), but I'll leave that for PB admins to determine.

[Scott]

montyj, according to our mail log we are successfully sending emails to that user.

[montyj]

Jan 27, 2021 9:52:51 GMT -8 Kami said:

Jan 27, 2021 8:35:55 GMT -8 montyj said:

Forum URL: (private)

I have a new member, username "tharlane" that is claiming they are not getting any notifications despite having set threads and posts to "Instant".

I have worked with the member and had them check their email junk/spam settings, but they keep insisting everything is normal there.

Since I do not have the ability to verify the members notification settings (can this be changed!!??) I cannot assist them further.

Please check this members settings and verify they have indeed set their threads and posts to "Instant", and that notifications are actually being sent to this member.

Thank you.

First things first: no, the member notification settings will likely not be changed to be viewable by anyone other than the members. This would be considered an invasion of privacy, especially since staff with the power to edit people's profiles would thereby have power to edit that page (it's an all or nothing deal), which opens the floor up to abuse by forcing members to opt into communications they don't actually wish to opt into -- not saying you would do this, but that unscrupulous sorts would take advantage of it.

You can ask the member to send you a screenshot of their settings.

There are two issues I suspect might be at play here:
- 1, the member is expecting instant forum notifications with the settings for threads/posts. In this case, it's a misunderstanding as the notifications are the [new] indicators next to the boards & threads, as opposed to a pop up or other alert.
- 2, the member's email provider is blocking PB emails as spam, without delivering them to their inbox. In this case, I'd recommend adding [e-mail] to their address book / safe list.

There is a third option, in that PB emails aren't getting sent to them because they've been flagged as a non-responsive email (ie: emails PB sends have been bouncing back), but I'll leave that for PB admins to determine.

Kami,

Thank you for the reply. I understand what you are saying about the privacy thing...but the 'all or nothing' setting seems like a coding decision that could be changed. It seems a stretch to say simply viewing their settings is an invasion of privacy. But, so be it.

I have told the member about the spam/junk filter settings and how to set a safe/white list for her email provider. I suppose I could have them send me a screen shot of that as well, but that is no way to troubleshoot a problem.

Again, thanks.

[montyj]

Jan 27, 2021 10:28:39 GMT -8 Scott said:

montyj , according to our mail log we are successfully sending emails to that user.

Scott,

Thanks! That pretty much leaves her email provider as the last point of interest.

[Kami]

Jan 28, 2021 20:44:08 GMT -8 montyj said:

Kami,

Thank you for the reply. I understand what you are saying about the privacy thing...but the 'all or nothing' setting seems like a coding decision that could be changed. It seems a stretch to say simply viewing their settings is an invasion of privacy. But, so be it.

I have told the member about the spam/junk filter settings and how to set a safe/white list for her email provider. I suppose I could have them send me a screen shot of that as well, but that is no way to troubleshoot a problem.

Again, thanks.

While I understand where you're coming from, unfortunately that's simply the way things are with regards to privacy laws. It's not really about what PB thinks is fair, or what is possible with coding; imagine a less scrupulous admin who can see whether or not someone is opted into receiving forum notification emails — that less scrupulous admin can then badger the user in order to get them to opt in against their will, defeating the whole purpose of privacy laws that require all correspondence to be opt-in (ie: the user does not opt-in unless they truly desire to). While this may seem ridiculous to you because you'd never do such a thing, the sad truth is that there are people who would do this. PB errs on the side of caution in these cases, as one unscrupulous person can cause a whole heap of legal trouble.

Is it an ideal solution? No. But is there a more elegant solution to get what you desire, while still protecting people from more unsavoury sorts? Unfortunately, also no. It's simply just that it is all or nothing, if you think of worst case scenario and protecting both users and the company.

I'm sorry it's not a more favourable response, but unfortunately the passage of years have showed us that people very consistently take advantage of loopholes in systems and that's why laws like these are created. Following the letter, but not the spirit of the law is probably a fast track to becoming at minimum a disreputable organisation.