Why Didn’t I Receive A Push Notification On My Mobile App?

Why Didn’t I Receive A Push Notification On My Mobile App?

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

If you didn’t receive a push notification from your station’s mobile app, use the steps below to identify and resolve common issues.

Who Is This Article For?

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

Initial Check (SoCast Admin)

  1. Verify Credentials: In the SoCast admin, go to Mobile App > Mobile App Submission Settings > iOS (and/or the Android tab). Make sure the correct credentials are selected in the credentials drop-down and that they show as Verified. If credentials are not verified, push notifications will not be sent.

iOS Troubleshooting Steps

  1. Check Notification Settings: Go to Settings > Notifications and ensure Allow Notifications is enabled for your 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, go 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: Confirm your device is connected to Wi-Fi or cellular data. 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: New iOS updates can occasionally introduce issues. Visit Apple’s support site for any known problems 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, maintenance may be blocked and push notifications can be disrupted. Log in as the account holder and click the Agreements button in the top menu to review and accept any new agreements.
    Apple App Store Agreements
    On the Agreements, Tax and Banking screen, accept any new agreements as the account holder (not an admin account).
    Apple Agreements List
    Once all agreements are accepted, contact SoCast Support to let us know so we can resume maintenance or investigate further if needed.

Android Troubleshooting Steps

  1. Check Internet Connection: Ensure your device is connected to Wi-Fi or mobile data.
  2. Turn Off Airplane Mode: Swipe down to open Quick Settings and make sure Airplane Mode is off.
  3. Restart Your Device: Hold the power button and select Restart.
  4. Verify Notification Settings: Go to Settings > Notifications and confirm notifications are enabled for the app.
  5. Check Do Not Disturb: Go to Settings > Notifications > Do Not Disturb and turn it off.
  6. Check App-Specific Settings: Open the app, go to its settings, and ensure notifications are enabled.
  7. Check Notification Channels: Go to Settings > Notifications > App Settings and make sure the relevant notification channels are enabled.
  8. Disable Battery-Saving Settings: Go to Settings > Battery and turn off any battery-saving features that might limit notifications.
  9. Update the App and System: Go to Settings > System > System Updates and the Google Play Store > My apps & games section 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 resets all app permissions, including notifications.

Contacting SoCast Support

If you need to file a ticket with SoCast Support, please include:

  • Station name
  • Push Notification group name
  • The exact text of the push notification you did not receive
  • A screenshot showing both your device and app notifications enabled
  • SoCast app version (found in the About section of the app)
  • Device specifications (for example, Google Pixel 6)

Providing these details helps us diagnose and resolve your issue as quickly as possible.

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