Emails not arriving
Tidehawk sends from noreply@tidehawk.co, with replies going to support@tidehawk.co. Work through the checks below in order.
1. Check your spam and quarantine
Section titled “1. Check your spam and quarantine”Look in your junk folder and, if your organisation runs one, your mail gateway’s quarantine. Allow-list noreply@tidehawk.co so future messages come straight through.
2. Check your notification preferences
Section titled “2. Check your notification preferences”Four notification types can be switched off per user, and they are set individually by each member of your team.
- Open Settings.
- Select Notifications.
- Check the toggle for the email you are missing.
| Toggle | What it sends | Default |
|---|---|---|
| Daily digest | Summary email at 08:00 UTC on weekdays | On |
| Immediate critical alerts | Email when a certificate has 7 days or fewer remaining | On |
| PSA ticket confirmations | Email when a PSA ticket is created | On |
| Weekly executive summary | Summary on Monday mornings | Off |
Turning one off applies to your account only, not your colleagues’.
3. Check who the alert rule is addressed to
Section titled “3. Check who the alert rule is addressed to”An alert rule either emails specific addresses you typed into it, or, when you left that empty, the owners and admins of your workspace.
- Open Alerts.
- Open the rule.
- Read the Email section.
A technician who is not named on the rule will not receive its email, because the default recipients are owners and admins. Add the address explicitly if a technician should be on it.
Also check the rule is active. The drawer notes that “Paused rules never fire.”
4. Check the rule can fire at all
Section titled “4. Check the rule can fire at all”An alert only fires when something actually crosses its threshold. If every certificate is more than 60 days out, your 60-day rule has nothing to raise. The dashboard’s open alert count tells you whether alerts are being created at all.
Certificates on the Excluded track never alert, and certificates on the Auto-renewing track alert only when a renewal looks stuck. See renewals and supersession.
5. Check whether your address has been suppressed
Section titled “5. Check whether your address has been suppressed”Tidehawk stops mailing an address that has hard-bounced or that reported a message as spam.
A permanent bounce means the address does not exist, or the receiving server refused delivery outright. A complaint means someone at that address marked a Tidehawk email as spam. Either one suppresses the address, and no further email is sent to it.
A temporary problem, such as a full mailbox or a brief outage at the receiving end, does not suppress anything. Tidehawk simply tries again.
6. Check the subscription state
Section titled “6. Check the subscription state”A suspended workspace halts background monitoring, which means no alerts are evaluated and no alert emails are sent. Open Billing: if the page shows a suspension or an expired trial, that is your answer. Read-only mode does not stop monitoring or alerting.
Verification and password emails
Section titled “Verification and password emails”If it is a sign-up or password email you are missing rather than an alert, the same spam and gateway checks apply. Verification links expire 24 hours after they are sent; request a fresh one rather than reusing an old link.
Still missing
Section titled “Still missing”Contact support@tidehawk.co with the approximate time you expected the email, the recipient address and which type of email it was, or use https://tidehawk.co/contact.