Why Didn't I Receive a Push Notification on My Mobile App?

Who Is This Article For?

• All users with Mobile App Permissions and Push Notification Permissions
• Applicable to all themes

There are several reasons why you may not have received a mobile app push notification. Below are common causes and troubleshooting steps to help you resolve the issue.

Initial Check

1. Verify Credentials: Go to Mobile App > Mobile App Submission Settings > iOS (and/or Android tab). Ensure the credentials are selected in the credentials drop-down and are showing as verified. If they are not verified, push notifications will not be sent.

Step-by-Step Guide: iOS

1. Check Notification Settings: Go to Settings > Notifications and ensure Allow Notifications is enabled for the app.
2. Restart Your Device: Power off your iPhone and turn it back on.
3. Update iOS: Go to Settings > General > Software Update and install any available updates.
4. Check App Settings: Open the app, navigate to its settings, and ensure notifications are enabled within the app.
5. Disable Do Not Disturb: Go to Settings > Do Not Disturb and turn it off.
6. Check Internet Connection: Make sure your device is connected to Wi-Fi or cellular data, as push notifications require an active internet connection.
7. Re-register for Notifications: Go to Settings > Privacy > Push Notifications and re-register the app if needed.
8. Check for Software Bugs: Sometimes, new iOS updates can introduce bugs. Visit Apple’s support site for any known issues and fixes.
9. Check for Outstanding Agreements on Your Apple App Store Account: SoCast periodically performs required maintenance on each app it manages. If there are outstanding agreements on your App Store account, this can prevent maintenance and disrupt push notifications. Log in as the account holder and click the Agreements button in the top menu to review and accept any new agreements.
   
   On the Agreements, Tax and Banking screen, accept any new agreements as the account holder (not an admin account).
   
   Once all agreements are accepted, contact SoCast Support to let us know the issue is resolved so we can resume maintenance or further investigate if needed.

Step-by-Step Guide: Android

1. Check Internet Connection: Ensure your device is connected to Wi-Fi or mobile data.
2. Turn Off Airplane Mode: Swipe down from the top of your screen to access Quick Settings and make sure Airplane Mode is off.
3. Restart Your Device: Hold down the power button and select Restart.
4. Verify Notification Settings: Go to Settings > Notifications and ensure notifications are enabled for the app.
5. Check Do Not Disturb Mode: Go to Settings > Notifications > Do Not Disturb and turn it off.
6. Check App-Specific Settings: Open the app, navigate to its settings, and ensure notifications are enabled.
7. Check Notification Channels: Go to Settings > Notifications > App settings and ensure the relevant channels are enabled.
8. Disable Battery-Saving Settings: Go to Settings > Battery and disable any battery-saving features that might affect notifications.
9. Update the App and System: Go to Settings > System > System updates and Google Play Store > My apps & games to update both the app and your Android system.
10. Reset App Preferences: Go to Settings > Apps > All apps > More (three dots) > Reset app preferences. This will reset all app permissions, including notifications.

Contacting SoCast Support

If you need to file a ticket with the SoCast Support team, please provide the following information:

• Station Name
• Push Notification Group Name
• Text of the Push Notification you did not receive
• Screenshot showing both your device and app notifications enabled
• SoCast App Version (found in the 'About' section of the app)
• Device specifications (e.g., Google Pixel 6)

Providing this information will help us resolve your issue as quickly as possible.