Problem

Some notification delivery methods are not triggered or received in Everbridge Mass Notifications and Incident Communications, even though multiple delivery methods are configured.

Root Cause

The issue can occur due to one or more of the following conditions:

• The delivery method is not enabled at the organization level.
• The delivery method was not enabled in the Notification or Incident settings.
• The recipient confirmed the Notification or Incident through an earlier delivery method, which stopped the contact cycle.
• The Notification or Incident broadcast duration ended before all delivery methods were executed.
• The selected delivery method does not match configured contact paths.
• The contact record does not contain valid or complete delivery method values.
• Contact upload files did not include delivery method values.
• Contact upload mapping assigned delivery methods to incorrect codes.
• Service disruption prevented delivery of some Notification or Incident methods.

Solution

The following checks identify and resolve missed delivery methods in Everbridge.

Delivery Method Not Enabled

Delivery methods must be enabled at the organization level before they can be assigned to contacts or used in Notification or Incident.

If a delivery method cannot be added to a contact or selected in a Notification or Incident, verify that the delivery method is enabled in the Organization Settings.

For configuration steps, refer to the related knowledge article: EBS: Creating and Using Delivery Methods in Everbridge Suite. 

Verify Delivery Methods Used in Message

Confirm that the delivery method was selected in the message configuration. The process varies depending on whether the message was sent as an Incident or Notification.

Incidents

1. Log in to the Everbridge Manager Portal and select the organization as required.
2. Navigate to Communications > Incidents > Open / History.
3. Select the incident from the list.
4. Select the related notification within the incident.
5. Select the Settings tab.
6. Verify that the expected delivery methods are selected under Delivery Methods.

Notifications

1. Log in to the Everbridge Manager Portal and select the organization.
2. Navigate to Communications > Notifications > Active / History.
3. Select the notification title.
4. Select the Settings tab.
5. Verify that the expected delivery methods are selected under Delivery Methods.

This validation ensures that the delivery method was included at the time the message was sent.

Notification Confirmed by Earlier Delivery Method

If a recipient confirms a Notification or Incident before all delivery methods are attempted, the contact cycle stops and the remaining delivery methods are not executed.

There are two ways to verify this behavior:

Option 1: Contact List Export
Download the contact list and review the following fields:

• Call Result Status
• Confirmed Method

Option 2: Notification Delivery Details

1. Navigate to the sent Notification or Incident.
2. Scroll to the Delivery Details tab.
3. Locate the contact in the list.
4. Review the Call Result Status or Confirmed Method field.

If the status displays "Confirmed", no additional delivery methods are attempted for that contact after the Confirmation Time. 

This behavior is expected. Confirmation ends the delivery cycle for the recipient.

Notification Ended Before All Delivery Methods Were Used

All delivery methods require sufficient broadcast duration to execute. If the total duration of delivery intervals exceeds the configured broadcast duration, later delivery methods are skipped.

Example: A notification configured with seven delivery methods at 10-minute intervals requires 70 minutes. A broadcast duration of 60 minutes prevents the final delivery method from being used.

Incorrect Delivery Method Selection

Incidents and Notifications may fail to deliver when contacts do not have the correct delivery method configured. For example, if a notification is sent using the "Work Email" delivery method, contacts without this delivery method configured in their profile will not receive the notification.

Ensure that the required delivery method data is present in contact profiles before sending an incident or notification.

To review available delivery methods for each contact in the organization, refer to the related knowledge article: EBS: Creating a Custom Report to Find Contacts Delivery Methods in Everbridge

Contact Path Not Defined

Delivery methods require valid values in the contact record. Missing or invalid data prevents successful delivery.

• Email address contains a typo or invalid format
• Phone number is missing required components such as extension
• Mobile number is incorrect
• No value exists for the required delivery path
• A value was removed from the contact record

For contact databases managed through uploads in Everbridge, these issues can be identified by reviewing the most recent upload. Check the upload status details for each contact to identify errors. For additional information on upload-related errors, refer to the related knowledge article: EBS: Contact Upload Error Messages in Everbridge 360™

For contacts updated manually, an Account Administrator can review changes using the Event Log report. Refer to the related knowledge article for additional information: EB360: Event Log Report for Security and Contact Management Events in Everbridge Suite.

Service Disruption Recovery

During a service disruption, some delivery attempts may not complete.

• Resend Notification & Incidents if delivery was impacted.
• Use alternative communication channels for critical messaging.

For additional configuration guidance, refer to related knowledge articles on how to register for service advisories: Support Center: Subscribing to Service Advisories That Notify You of Updates, Changes and Issues Affecting Everbridge.