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Mobile: Some Contacts Cannot See the Safety Buttons in the Everbridge Mobile Application (EMA)

Updated
Terry Branoff
Optimized Resolution Standard Resolution High Resolution

Problem

Some Contacts cannot see the Safety Connection shield icon or cannot see specific buttons in the Everbridge Mobile Application (EMA).

Root Cause

Either the Safety Connection buttons are disabled in the Organization settings, a button is configured with visibility that excludes some Contacts, or the User's record type is not included in the assigned rules for the Safety Shield button.

Solution

Enable the Safety buttons by following the steps below:

  1. Log in to the Manager Portal and select the appropriate Organization from the upper right-hand corner.

  2. Click on the Settings tab.

  3. Click on the Everbridge Mobile App sub-tab.

  4. Click on Application Options.

  5. Click Safety and select the check box for Enable safety features in Everbridge Mobile App.

  6. Under MANAGE SAFETY BUTTONS, enable the relevant safety buttons by selecting the corresponding check boxes.

  7. Click Save.

If Safety buttons are enabled, configure their visibility by following the steps below:

  1. Log in to the Manager Portal and select the appropriate Organization from the upper right-hand corner.

  2. Click on the Settings tab.

  3. Click on the Everbridge Mobile App sub-tab.

  4. Click on Application Options.

  5. Click Safety.

  6. Click on the relevant Button Name.

  7. Select the desired radio button for Who Can See This Button?

    • All contacts - enables the Safety Connection buttons for all contacts.

    • Selected groups - enables the Safety Connection buttons for specified contact groups.

    • Selected rules - enables the Safety Connection buttons for specified contact rules.

  8. Click Save.

Additional Troubleshooting

If the safety buttons are still not visible after enabling them in the organization settings:

  • Ensure that the User's record type is included in the rules assigned to the Safety Shield button.

  • If the safety features were enabled after the Contact logged in, have the Contact uninstall and reinstall the Everbridge Mobile App to reset the application and log back in.

  • For travellers using the Everbridge 360 mobile app, verify that their travel booking is correctly matched to their existing Contact record. If the system creates a temporary traveller record (often due to name mismatches or special characters in the surname), the Everbridge App delivery method may not be present and the Check-in / SOS buttons will not appear.

    • Confirm the Contact record includes the Everbridge App delivery method and that the appropriate app credentials and safety buttons are configured.

    • Allow any automated feeds (for example, HR or SFTP feeds) to run and confirm they reflect the updated record.

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