🧭 Overview
EvoVoice automatically sends call allowance expiration notifications to clients nearing or exceeding their usage limits. However, there are cases where clients report not receiving these alerts. This guide explains the underlying causes and outlines steps to ensure consistent delivery of these critical notifications.
⚠️ What Is a Call Allowance Notification?
These alerts notify the client when they are:
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Close to their monthly usage limit
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About to be charged for overage
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Reaching the expiration date of a prepaid allowance or usage cycle
🔍 Common Reasons Notifications Are Not Received
| Cause | Description |
|---|---|
| 📭 Email Routing Issues | Email flagged as spam or blocked by the recipient’s mail server |
| 📤 Incorrect Notification Email | The wrong or outdated recipient email is set in the client's PBX or billing profile |
| ⛔ Notification System Disabled | Allowance tracking notifications may be toggled off in system settings |
| 🧾 No Allowance Applied | If no call allowance package is configured, there may be no threshold to trigger the alert |
| 🔁 Automation Errors or Sync Delays | Backend sync delays may skip or delay notifications if settings are not updated |
✅ How to Ensure Notifications Are Sent Consistently
🔹 1. Verify Call Allowance Package Is Active
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Check client billing profile or system configuration:
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A valid call allowance or usage bundle should be attached
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Confirm start and end dates are accurate
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📌 If no package is assigned, no expiration or usage alert will be triggered.
🔹 2. Confirm Notification Settings Are Enabled
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In Evo Admin or PBX portal:
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Go to Notifications > Usage Alerts
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Ensure email alerts are enabled for call limits
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Select frequency (e.g., 80% usage, 100%, expiration date)
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🔹 3. Review and Update Notification Recipients
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Check that a valid recipient email is on file:
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Business owner
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Billing contact
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Primary admin user
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Avoid generic or outdated email addresses (e.g.,
info@,support@)
🔹 4. Test Delivery and Whitelist Evo Notifications
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Ask client to check spam/junk folder
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Advise client to whitelist Evo system emails:
- From addresses:
[email protected],[email protected]
- From addresses:
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Run a test notification (where applicable) to validate delivery
🔹 5. Monitor for Automation Gaps
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Review backend automation logs or usage rules to confirm:
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No failures in threshold-based triggers
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Allowance expiration triggers are up to date
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Rebuild or restart automation if sync issues are suspected
🧪 Troubleshooting Tips
| Symptom | Possible Fix |
|---|---|
| Notifications not received at all | Recheck notification toggle & recipient email |
| Received late or after allowance expired | Check automation sync and cycle dates |
| Alerts go to wrong person | Update contact email in billing settings |
| No notification even with usage | Ensure correct package with thresholds is assigned |
🆘 Still Need Help?
If the issue persists:
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Create a Freshdesk ticket with the client’s name and company
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Include: screenshot of billing plan, intended recipient email, usage history
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Evo Support can run a backend check and adjust notifications accordingly