Missing email notifications in AEM Cloud Service due to misconfigured profiles or user settings

Last update: July 3, 2026

AEM Cloud Service and Brand Portal do not deliver expected email notifications such as incident alerts, proactive updates, access requests, or bulk download emails when configuration is incorrect. Missing notifications are typically caused by incorrect notification profiles, user assignments, email addresses, or notification preferences. Correct these settings to restore email delivery.

Description description

Environments

Adobe Experience Manager as a Cloud Service
AEM Brand Portal
Adobe Developer App Builder

Issue/Symptoms

Email notifications for incidents, proactive alerts, or maintenance do not arrive
Only some assigned recipients receive notification emails
Access-request emails reach outdated administrators instead of correct admins
Bulk download completion emails fail due to incorrect email configuration
Notification emails are sent to legacy or incorrect recipients

Cause

Misconfigured notification profiles, incorrect profile assignments, disabled email preferences, or incorrect email addresses prevent AEM Cloud Service and Brand Portal from sending email notifications.

Resolution resolution

Follow these steps to resolve the issue

Identify the missing notification type, such as incident, proactive, maintenance, access-request, bulk download, or security notifications.
Log in to Admin Console and navigate to Products > Adobe Experience Manager as a Cloud Service > Cloud Manager > Notification Profiles.
Confirm that both profiles exist exactly as named Incident Notification - Cloud Service and Proactive Notification - Cloud Service.
Open each profile Incident Notification - Cloud Service andProactive Notification - Cloud Service, select Add Users, and add the required users or distribution list.
Verify that the email address in the AEM profile matches the actual corporate email address.
Open Adobe Experience Cloud notification settings and enable email delivery with instant notification preferences.
Validate Cloud Manager permissions and ensure access to the required programs with the correct roles.
Confirm that spam filters or corporate security systems do not block email delivery and allow required sender domains.
Subscribe to security notifications separately when security alerts remain missing.
Trigger a test action, such as a bulk download or access request, and confirm that the email is delivered successfully.

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