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.
Before going through any of the below, please make sure you check the following:
- Go to Mobile App > Mobile App Submission Settings > iOS (and or Android tab) Confirm the credentials are chosen in the credentials drop-down and showing as verified. If they are not showing as verified, this will prevent us from reauthorizing the push notification certificate and push notifications will not go out.
Step-By-Step Guide (iOS)
Troubleshooting iOS push notifications can be a bit tricky, but here are some steps you can follow to identify and resolve common issues:
- Check Notification Settings: Ensure that notifications are enabled for the specific app. Go to Settings > Notifications and toggle on Allow Notifications for the app in question
- Restart Your Device: Sometimes, a simple restart can fix notification issues. Turn off your iPhone and turn it back on.
- Update iOS: Make sure your device is running the latest version of iOS. Go to Settings > General > Software Update to check for updates.
- Check The App Settings: Our mobile app has its own notification settings within the app itself. Open the app and navigate to its settings to ensure notifications are enabled.
- Disable Do Not Disturb: If "Do Not Disturb" mode is enabled, it can block notifications. Go to Settings > Do Not Disturb and turn it off.
- Check Internet Connection: Ensure your device is connected to the internet (Wi-Fi or cellular data) as push notifications require an active internet connection.
- Re-register for Notifications: If the issue persists, try re-registering for push notifications. Go to Settings > Privacy > Push Notifications and re-register the app.
- Check for Software Bugs: Sometimes, new iOS updates can introduce bugs. Check online forums or Apple's support site for any known issues and potential fixes.
- 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.
Step-By-Step Guide (Android)
- Check Internet Connection: Ensure your device is connected to the internet (Wi-Fi or mobile data)
- Turn Off Airplane Mode: Make sure Airplane Mode is off. Swipe down from the top of your screen to access Quick Settings and toggle off Airplane Mode if it's on.
- Restart Your Device: Sometimes, a simple restart can resolve notification issues. Hold down the power button and select Restart.
- Verify Notification Settings: Go to Settings > Notifications and ensure notifications are enabled for the app in question.
- Check Do Not Disturb Mode: If Do Not Disturb mode is on, it can block notifications. Go to Settings > Notifications > Do Not Disturb and turn it off.
- Check App-Specific Settings: Our mobile app has its own notification settings within the app itself. Open the app and navigate to its settings to ensure notifications are enabled.
- Check Notification Channels: Many apps use notification channels to group notifications. Go to Settings > Notifications > App settings and ensure the relevant channels are enabled.
- Disable Battery-Saving Settings: Some battery-saving settings can restrict background data and notifications. Go to Settings > Battery and disable any battery-saving features that might be affecting notifications.
- Update the App and System: Ensure both the app and your Android system are up to date.. Go to Settings > System > System updates and Google Play Store > My apps & games.
- Reset App Preferences: Go to Settings > Apps > All apps > More (three dots) > Reset app preferences. This will reset all app permissions, including notifications
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 Receive
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)