I can't acknowledge from Slack
You pressed Acknowledge or Resolve in Slack and got a private reply instead. Here is what it means and how to fix it.
The reply
The reply says “I couldn’t match your Slack account to an Oncall user”. It means nothing changed. Oncall could not tie your Slack account to a person in your company, so it did not act for you.
Fix it
Pick one of these, then press the button again.
- Use the same email in Slack as in Oncall.
- Open Profile → Where you get paged and click Connect. Be signed in to Slack as the account you click from.
In a hurry?
The link in the reply goes straight to Where you get paged on your Profile. The incident keeps escalating until someone acknowledges it, so you can also acknowledge from the link in the SMS, or in Oncall itself.