Didn't get an expiry alert
Work out why a passport, visa, licence or policy reminder didn't arrive — missing expiry dates, lead days, delivery history, spam folders and documents not filed to a person.
Overview
Personal360 emails household members before a document expires. By default it reminds you 90, 60, 30 and 7 days ahead, and once more after expiry. If a reminder didn't arrive, the Alerts page shows whether one was sent, to whom, and whether it succeeded.
Before you start
- Reminders are sent by email to the address you sign in with.
- The check runs automatically once a day. You can also run it yourself.
Steps
- Open Alerts. In the sidebar, under Planning, click Alerts.
- Check Upcoming & overdue. Is the document listed with its expiry date and a badge like 45d left or expired? If not, it has no expiry date — go to step 3.
- Add or fix the expiry date. Open the document on IDs & Documents, and under Validity & alerts set the Expiry date. Save.
- Check the lead days. In the same section, Alert lead days sets when reminders go out, as a comma-separated list such as
90,30,7. Leave it blank for the default. A reminder is sent when the days left first fall inside one of these windows. - Check who it goes to. Who gets a reminder: for a document filed under a person, every household member who can see that person's records — Owners, Adults and Members, plus a Limited member only if it is their own record. If that person is shared into other households, the same rule applies to the members of each of those households too. For a household-level document that isn't filed under anyone, the household's Owners and Adults. Each of them gets their own email, and nobody gets the same reminder twice.
- Read Delivery history. It lists Sent, Document, Channel, Recipient, Lead and Status.
- sent — the email left Personal360. Check your spam, promotions or updates folder for a subject starting "Personal360:".
- failed — the email couldn't be sent. Contact Support or your administrator; outgoing email may need attention.
- No row — no window has been crossed yet, or the scan hasn't run.
- Run it now. Household Owners can click Run scan now to check their households' documents immediately. Other members can wait for the daily check.
Example
Lakshmi Reddy added her daughter's passport yesterday with an expiry 25 days away but got no email. On Alerts, the passport shows 25d left, yet Delivery history is empty. As an Owner she clicks Run scan now, and a row appears with Lead 30d and Status sent. The email arrives in her promotions tab, so she marks it as not spam.
FAQs
Can I get alerts on WhatsApp or SMS?
Not at the moment. Expiry reminders are sent by email.
Why did I get one email when the document crossed two windows?
If a document is added when it's already close to expiry, you get the reminder for the window it's currently in, not one for every window it has passed.
Who receives the reminders?
Who gets a reminder: for a document filed under a person, every household member who can see that person's records — Owners, Adults and Members, plus a Limited member only if it is their own record. If that person is shared into other households, the same rule applies to the members of each of those households too. For a household-level document that isn't filed under anyone, the household's Owners and Adults. Each of them gets their own email, and nobody gets the same reminder twice. Delivery history shows one row per recipient.
Troubleshooting
The document says "valid" but I expected a reminder
It's still outside every lead window. Shorten the wait by adding a larger number to Alert lead days, such as 120.
Reminders stopped after I renewed
Update the Expiry date to the new date. The old date's reminders are finished, and the new date starts fresh.
Delivery history shows "failed" every time
Outgoing email isn't working on the server. Contact Support from the ? icon so an administrator can check it.