A resident didn't get a package notification

How the notification is supposed to work

Every time a package is logged at the desk, Veni automatically sends the resident a message describing what arrived, its size or handling tags if any were noted, and where it's being held, using a consistent template rather than a generic line whenever tags are available. This goes out as an in-app message with a push notification attached. If nothing was logged for the package, it falls back to a generic "a package just arrived for you" message.

Confirm it was logged to the right person

Package Room resident row with the Remind action

Open the Package Room tab and find the resident. Expand their row and check the package entry: who it's attributed to, which unit, and when it was logged. A package logged to the wrong resident, or the wrong unit for a resident in multiple units, will never notify the person actually expecting it. The exceptions banner at the top of Package Room also flags packages held for a moved-out resident or possible duplicates worth reviewing.

Check the resident's side

For the push notification to appear, the resident needs the app installed with notifications enabled. Even without that, the message itself is still waiting in their in-app package list and message thread, so have them check there directly before assuming nothing arrived.

Moved-out residents

If a resident has moved out of the unit tied to their at-desk package, they can no longer be sent a reminder, the system will reject it. This is the same case the exceptions banner surfaces: packages held for someone with no active tenancy need to be resolved manually rather than nudged.

Sending a manual reminder

If the automatic notification didn't land, use the Remind action on the resident's row in Package Room to send a reminder directly. It's rate-limited to once every 24 hours per resident; if a reminder was already sent recently, the button is disabled with a note that the next one is available in 24 hours. For a broader nudge, Remind all 7d+ sends reminders to every resident whose oldest waiting package has been sitting for a week or more, automatically skipping anyone moved out or already on cooldown.