Why am I not receiving referral notifications?

Audience: Site Users, Phone Assessment Users

Purpose: Help users troubleshoot missing referral or candidate notifications.

TABLE OF CONTENTS

• Why this happens
• Step 1: Check your notification settings
• Step 2: Check your email inbox and spam folder
• Step 3: Confirm your account is active
• Step 4: Verify site or study access
• Step 5: Check if referrals are available
• Still not receiving notifications?
• Related articles

Why this happens

If you’re not receiving referral or candidate notifications, it’s usually due to one of the following:

• Notifications are turned off
• Emails are being filtered or blocked
• Your account is not fully activated
• You don’t have access to the correct site or study
• No new referrals have been generated

Step 1: Check your notification settings

Make sure notifications are enabled in your profile:

1. Log in to Honey
2. Open your profile (top-right corner)
3. Review notification preferences
4. Ensure relevant notifications are turned on

Step 2: Check your email inbox and spam folder

Notification emails are sent from: hello@app.trialbee.com

Check:

• Spam or junk folders
• Email filters or rules

You may need to whitelist this email domain to ensure delivery.

Step 3: Confirm your account is active

If your account is not active:

• You will not receive notifications
• Check if your invitation is still pending or expired

If needed, request a new invitation.

Step 4: Verify site or study access

You will only receive notifications if:

• You are assigned to the correct site
• Your site is active and receiving referrals

If you’re unsure, contact your study administrator.

Step 5: Check if referrals are available

If no referrals have been generated:

• You will not receive notifications

This can happen if:

• Recruitment has not started
• Volume is still ramping up
• The study is complete

Still not receiving notifications?

If everything above looks correct:

• Contact support@trialbee.com
• Or use the Help button in Honey

Include:

• Your email address
• Study name
• Description of the issue

Related articles

How do I set my notification preferences in Honey?

I'm not receiving notifications from Trialbee

Why is the candidate list empty?

How to determine a user’s role and access