Common issues with alerts

There are several reasons you did not receive an alert:

• The alert may be in your spam / junk / quarantine mail folder.

  • Check your Spam folder and your filter settings. A spam filter may have captured your alert.
  • Check your Junk folder. The alert may have gone in your junk-mail instead of your Inbox.
  • Check your Quarantine folder. The alert may have gone in your quarantine folder instead of your Inbox.
  • Verify the email address [email protected] has been added to your secure emails (safe senders) list.

• Your alerts delivery destination may have changed.

  • If you recently changed the email address in your Scopus account profile, your alert may have been delivered to the previous address. This should correct itself before your next scheduled alert.

    Note: This is applicable to only your journal & book-series alerts and your topic alerts.

• The alert may have been deleted or the alert frequency changed.

  • Only the originator/owner of an alert can delete or modify the alert. Alert recipients do not receive notification that a change has occurred. Consult the alert owner for more information.

• There may be no new documents matching your alert.

  • If there are no alerts during the frequency that you select, you will not receive an email.

This is because someone (e.g., your colleague, librarian, etc.) has created the alert and assigned your email address as the recipient.

• Only the originator/owner of an alert can delete or modify the alert. Consult the alert owner for more information.
• This applies to search alerts only.

If you receive a duplicate email alert:

• More than one person has created the alert and assigned your email address as the recipient.

  • Only the originator/owner of an alert can delete or modify the alert. Consult the alert owner for more information.
  • This applies to search alerts only.

• More than one account profile has been created with the same email address.

  • Accounts for Scopus and other Elsevier product (e.g., Admin Tool) may have the same email address on record.
  • This applies to search alerts only.

Alert emails are sent separately to each recipient, meaning that you can no longer see who else receives the same alert.

If the above troubleshooting tips do not identify the cause for your missing or duplicate alerts:

1. Copy the ID information from the last alert email you received. This information is displayed at the bottom of an alert email and includes the following:

   • Subscription ID
   • Webuser ID
   • Results Event ID
   • Batch ID
   • RT Event ID
2. Email us the requested information above for our Customer Support team to help you resolve the issue.

   Note: You may also include a screenshot of the last alert email you received.