Apps & TV sign-in
Notifications aren’t reaching a phone
Quick answer
A push reaches a phone only when the phone allows notifications from your app, the message went out with the push channel, and neither you nor the viewer has switched push off for it.
Check this first
- 1Check the send
For an announcement, open Studio → System → Compose Notification and make sure the push channel (the phone icon) is on under Channels before you send.
- 2Check the automatic notification
In Studio → System → Notification Templates, find it and check its main switch is on and its Mobile push button is lit.
- 3Check the viewer’s preferences
On your site, the viewer opens Notifications, then Preferences, and checks Push is on. Items marked Required can’t be turned off.
- 4Check the phone
The phone must allow notifications from your app in its settings. For messages about their own account, the viewer must be signed in to the app.
Likely cause → fix
| Situation | Likely cause | Fix |
|---|---|---|
| The email arrived but no push | Push was off for that send, for that notification, or in the viewer’s preferences | Turn push on where it was off, then send again. |
| One viewer gets nothing on their phone | The phone blocks notifications from your app, or they aren’t signed in to it | Allow notifications in the phone’s settings and sign in to the app. |
| No phone gets any push, from any send | Push may not be set up for your platform | Check /status, then open a ticket. |
| Event reminders don’t arrive | They only go to viewers who saved the event | Ask viewers to save the event. |
| Bold text or links are missing from the push | Pushes are plain text, so editor formatting is removed | Write push wording that reads well without formatting. |
| A newsletter sign-up gets no push | Push only reaches sign-ups that belong to an account | Expected. They still get the email. |
The full guide
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