Hi everyone! Happy to help clarify this one — we've seen a few reports of notification emails going to outdated email addresses even after the contact information was updated in FieldPulse.
Summary
Notification emails continue to route to old addresses for 15–30 minutes after a contact's email is updated, due to caching behavior in the notification service.
Symptoms
- Customer or technician reports not receiving expected emails
- Email logs show delivery to previous address
- New address receives some emails but not others (e.g., job confirmations arrive, but status updates don't)
Affected Scenarios
This most commonly occurs when:
- A customer's email is updated via the web app or API
- A technician's profile email is changed in User Management
- Bulk contact updates are performed via import
Cause
The notification service maintains a short-term cache of email-address mappings to reduce load. When a contact is updated, this cache isn't invalidated immediately, causing some notifications to route to the cached (old) address.
Resolution
- Wait 30 minutes. The cache automatically refreshes, and subsequent notifications will route correctly.
- For urgent cases: Contact FieldPulse Support to manually flush the cache for specific email addresses.
- Prevent future occurrences: When updating emails for active jobs, pause automated notifications temporarily via Settings > Notifications > Pause until the update propagates.
Status
Fix targeted for 3.3.2 — we're implementing cache invalidation on contact update events. I'll update this article once the patch is live!
Questions? Let me know below.
