Why is Trello not sending notifications or email to the @mentions?

[lericks5]

I have ensured they are not in spam, and the Trello settings are set to receive notifications instantly. 

[Vlad Zhigulin]

Hey @lericks5

A couple of things you can check:

• Board and card membership: Trello only sends @mention notifications if the person is a member of the board, and often also if they’re added to the card or watching it.
• Email vs. in-app: If you have Trello open in the browser or mobile app, notifications usually show up there instantly, and Trello may skip the email. In my case, the web app notifications are much more reliable than email.
• Settings: Double-check in your profile settings that email notifications are set to Instantly, and make sure your email is verified.

If you try @mentioning someone who is added as a card member (and then log out of Trello so you’re not “active”), you should see whether the email comes through.

[Nivedhya Vikram]

Hi @lericks5 

Welcome to the Community!

As a Premium customer, you're entitled to priority support. As a result, I've raised a support ticket for you to discuss this with our team. 

You can view this ticket at https://support.atlassian.com/requests/TRELLO-220230/  and you'll be emailed updates.