Work through these checks in order. Most missing alerts come from a device permission, a mute, or Focus mode, not from Kylon itself.

Before you start

  • You must be signed in and be a member of the Workspace and the Room you expect alerts from.
  • Notifications are set per device. Check the device where you are missing them, not another one.
  • Kylon notifies about mentions and related messages. See Choose which notifications you get for what counts.

Steps

  1. Look away from Kylon first. The Mac app shows a banner only while its window is not in focus, and the browser alerts you when its Kylon tab is not focused. If you are looking at Kylon, you will not get a banner. Switch to another app or tab and ask someone to mention you.
  2. Check Kylon's own switch. Open your account menu, select Settings, and scroll to Preferences. In a browser, select Enable notifications, or turn the switch on. In the Mac app, turn on Enable notifications. On your phone, open Settings, find Notifications, and turn on Push notifications. Try turning it off and on again. If the row says Notifications are not available, that browser cannot receive Kylon notifications. Use another browser or the Mac app.
  3. Check permission on the device. If Kylon says Allow notifications for Kylon in your browser settings, then try again., open the browser's site settings for Kylon and allow notifications. On a Mac, open System Settings, go to Notifications, select Kylon, and allow notifications. On iPhone or Android, open your phone's notification settings for Kylon and turn them on.
  4. Check Focus and Do Not Disturb. A Focus mode, Do Not Disturb, or a silent mode on your device can hold banners and sounds. Turn it off, or allow Kylon in it, and test again.
  5. Check mutes. A muted Room, thread, or Agent conversation notifies you only when someone @mentions you. Look for Muted room, Muted thread, or Muted direct message in your Feed, and select Unmute room, Unmute thread, or Unmute conversation. If you used Leave thread, you get no notifications from that thread.
  6. Check you are in the right account and Workspace. Notifications follow the account you are signed in with on that device. Confirm you are signed in with the account that was mentioned, then use the Workspace switcher to open the Workspace you expect alerts from. If you were removed from the Workspace or lost access to the Room, Kylon stops sending notifications from it.
  7. Update the Mac app. In the menu bar, choose Kylon, then Check for Updates.... See Install Kylon on your Mac.

If it is still not working

Email support@kylon.io. Include:

  • The device and system version, and whether you use the Mac app, the phone app, or a browser (and which one).
  • The Kylon version: in the Mac app, open Settings and read the Version row under Updates.
  • The Workspace and Room where you expected the alert, and about what time it should have arrived.
  • What you already tried from the list above.

In the Mac app you can also choose Help, then Send Diagnostic Logs..., and put the reference it shows in your email. Never send passwords or tokens. See Contact support.