This Article Is For:
- All Users Who Have: Mobile App Permissions & Push Notification Permissions
- This Is Applicable To: All Themes
There are many reasons why you may not have received a mobile app push notification. Below are some of these reasons and troubleshooting steps you can take.
Step-by-step guide
You Need An App Upgrade : SoCast suggests that you always make sure you have the most recent version of your station’s app from the iTunes or Google Play Store. App releases often include bug fixes and new functionalities that may affect app notifications.
You Have Push Notifications Turned Off At Device Level: Ensure that the app is allowing push notifications to come through. For steps, please see:
Push Notifications For The App Are Disabled: Please check to make sure you have notifications turned on specifically for the app. To do this follow the steps below:
Open app
Go to: Menu
Go to: Settings
Enable Notifications : if this is turned off, slide it to the right to turn on
WIFI/Data Usage: Often WIFI usage can be the cause of not receiving a push notification.
This can be due to the wifi signal being weak or being blocked by the building you're in.
If you do not receive push notifications while on WIFI please test using mobile data.
If You Are Using An iOS Device: Apple has stated that it cannot guarantee that all push notifications will be received. For more information please refer to the following article.
Business Insider has an excellent troubleshooting guide: https://www.businessinsider.com/guides/tech/why-am-i-not-getting-notifications-on-my-iphone
Check The Push Notification Open Rate In SoCast: Go to Mobile App > Mobile App Notifications > Filter by 'sent' and look at the push notification 'Opens'. If there is a number there other than (0), this suggests users are getting push notifications, and they are going out.
Check That There Are No Outstanding Agreements On Your Apple Appstore Account: Periodically SoCast needs to perform required maintenance for each app that it manages on behalf of the customer. This ensures that the connection between Apple's push notification service and the SoCast platform does not expire and continues to be able to send push notifications to your users. If there are outstanding agreements that need to be actioned, this will prevent the required maintenance from completing as it will limit access to your Appstore account. It is good practice to periodically check your Appstore account for new agreements that need to be actioned so that this does not interrupt these operations.
If you are not receiving push notifications and you've discovered that you do have outstanding agreements in your account, you can verify and action them by logging into your Appstore account with the account holder's details and clicking the Agreements button along the top menu:
From the Agreements, Tax and Banking screen, you will be prompted that there are new agreements to be accepted, which you will see listed below:
For each agreement that needs to be accepted, you must click View Terms and accept the terms displayed on the screen. This operation must only be done as the account holder - an administrative account will not be able to complete these steps.
Once you have resolved all of the outstanding agreements, please reach out to SoCast support letting us know of the issue and that the agreements have been cleared so we may continue to resume the required periodic maintenance on your iOS apps or further investigate the issue.
If you need to file a ticket with the SoCast Support team, please provide the following:
1. Station Name
2. Push Notification Group Name
3. Text Of The Push Notification You Didn't Recieve
4. Screenshot Of Both Your Device & App Notifications Being Enabled
5. SoCast App Version (you can find this in the 'about' section of the app)
6. Device specs (eg. Google Pixel 6)