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Push notification troubleshooting and FAQ

Why isn't my device receiving the push notification?

There are a few different reasons your device might not receive a push notification. Check the following possible causes to troubleshoot a push that doesn't seem to be sending:

Targeting issues

  • Your device or user info does not match the Target audience for the message.
  • Your device was switched to a different user who is not eligible for the push and/or was not eligible at the time the message sent.
  • If you are targeting a user attribute that is an array with a contains segment, the value must match one of the array items exactly. For example, if your user's array is ["Aa", "Bb", "Cc"] and your target is set to "UserAttribute contains A" the push won't send, but if your target is set to "UserAttribute contains Aa" it will work.

Push token issues

  • Your device doesn’t have push enabled.
  • Your device’s push token was added after the message was scheduled to send.
  • Your device does not have a push token, either because of an uninstall or because the push token migrated to another device.

Delivery issues

  • Messages from the servers (push, webhook, and email) can take up to 15 minutes to be delivered. It’s possible that the message is still in the pipeline and will come through shortly.
  • Optimal time delivery takes time to analyze user behavior before scheduling the message delivery. This means push notifications with same-day optimal time delivery may not send until later in the day or the following day.
  • If your push notification delivery has a certain amount of delay, it won’t send right away unless you are using the preview button with a registered test device.
  • You may have set a global message/push notification limit for your app. If you’ve reached the daily limit, you won’t be able to receive any more messages unless those messages are marked as Caps Exempt. Limits can be adjusted in App Settings > Keys and settings > Messaging.

iOS specific

  • The app was open when the push notification was delivered to the device (only iOS users).
  • Your bundle ID used to generate certificates is not correct (e.g. you used 'TicTacToe' but should have used 'com.example.you.TicTacToe'). You'll need to regenerate certs after correctly setting your bundle ID in your app.

Android specific

  • You have the wrong Google API key.
  • AndroidManifest may be missing necessary code.
  • build.gradle dependencies using Google Cloud Messaging or Google Cloud Location version is less than the minimum v8.3.0 (if you installed via Gradle).
  • Missing Android notification channel

Other issues

  • The app was uninstalled on the device.
  • For messages with personalized text (Jinja), your message won’t send if the custom term or attribute text isn’t correct. Example: The if the message “Welcome, {{ userAttribute['First name'] | default('user') }}” didn’t run correctly, it won't send.
  • If you are still having problems with push notifications, contact [email protected] for assistance.

Updated about a year ago


Push notification troubleshooting and FAQ


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