Alert Not Working
Troubleshoot notification and alert issues to ensure you never miss suspicious activity.
Alert System Overview
Coupon Defender alerts appear when suspicious discount usage is detected. Alerts are shown in your dashboard and can be sent via email. No alerts may simply mean no suspicious activity has been detected.
1 Not receiving fraud alerts in the dashboard
First, verify that fraud detection is enabled in your settings. Check if you have active discount codes and recent orders that might trigger alerts. Alerts only appear when suspicious activity is detected. If you expect alerts but aren't seeing them, try refreshing the dashboard or clearing your browser cache. Ensure you're looking in the correct section of the dashboard.
2 Email notifications not arriving
Check your spam/junk folder first, as security emails are sometimes filtered. Verify your email address is correct in your account settings. Ensure email notifications are enabled in Settings > Notifications. If using a corporate email, check with your IT team about email filtering. Gmail users should check the Promotions tab. Add our sending address to your contacts to prevent future filtering.
3 Alerts appearing but with no details or context
This usually indicates a data loading issue. Try refreshing the page or logging out and back in. Clear your browser cache and cookies. Check your internet connection stability. If alerts consistently lack details, there may be a sync issue with your store data. Contact support to investigate the data connection between your store and our system.
4 Getting too many false positive alerts
False positives can occur with legitimate but unusual purchase patterns. Review the alert details to understand why orders were flagged. Common causes include: customers using VPNs, bulk purchases, or repeat customers with similar details. While you cannot customize detection rules currently, you can provide feedback to help us improve accuracy. Contact support with specific examples of false positives.
5 Alert settings not saving or resetting
This is typically a browser or session issue. Try using a different browser or incognito mode. Clear your browser cache and cookies, then log back in. Ensure JavaScript is enabled in your browser. Check if you have sufficient permissions in your Shopify admin. If settings continue to reset, there may be a session timeout issue - contact support for assistance.
6 Alerts delayed or not appearing in real-time
Alerts should appear within 5-10 minutes of suspicious activity. Delays can be caused by high server load or network issues. Check your internet connection and try refreshing the dashboard. If delays persist beyond 30 minutes, there may be a temporary service issue. Real-time monitoring requires active discount codes and recent order activity to function properly.
Alert System Checklist
Fraud detection is enabled in settings
You have active discount codes in Shopify
Browser cache has been cleared recently
Alerts Still Not Working?
If alerts aren't working after trying these solutions, our support team can check your alert configuration and test the system for you.