Mobile push wasn't delivered

Only some customers didn’t receive mobile push


  • Check if there are the following events on the customer’s profiles:
    • push.notSent
    • push.skipped - this event is generated when a message wasn’t sent due to silence hours
  • Check if a push.sent and mobilepush.received events are present in the customer’s card. If not:
    • Check if the recipient of the message belongs to the audience of the message.
    • Check if the recipients have given mobile push consent.
    • Check if the recipients gave marketing agreements and that communication limits are not exceeded.
  • Check if the recipients have a valid Firebase token.
  • The mobile push notification is not delivered when:
    • a customer’s device is disconnected
    • a customer’s device is in batery saving or don’t disturb modes
    • a customer uninstalled the application

Mobile push wasn’t sent at all


  • Check if there are the following events on the customer’s profiles:
    • push.notSent
    • push.skipped - this event is generated when a message wasn’t sent due to silence hours
  • In Settings > Tools > Integration, check if Firebase is configured correctly.
    • Check if mobile SDK is integrated.
    Tip: Have a look at the detailed Android and iOS specifications.
  • Check if the template is built correctly.
    • In the settings of the template, check if the operating system has been correctly defined.
    • If the template includes an image, check if it’s in correct format (.jpg and .png up to 1MB)
    • If you used inserts in the template, make sure that the item of information you want to display using an insert is available on the customer cards of the recipients. For example, if you want to mention the recipient’s city name in the template, check if all recipients have the name of the city in the customer’s card, otherwise, this insert will not display.
  • Check the status of the message - if it’s finished, contact the support.
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