Missing push notifications

There are a number of steps you can take to troubleshoot this issue:

Check user profiles

Check your user profile in the Engagement tab in the User Profile section to see if you are actively registered for push for the app group that you are testing. If you are registered for multiple apps, you will see them listed in the Push Registered For field:

Push Registered For

Check segment

Make sure you fall into the segment that you are targeting (if this is a live campaign and not a test). In the User Profile, you will see a list of segments that the user currently falls into. Remember this is an ever-changing variable as segmentation is updated in real time.

List of Segments

Check push notification caps

Check the global frequency caps. It’s possible you did not receive the push notification because your app group has global frequency capping in place and you’ve already hit your push notification cap for the specified time frame.

You can do this by checking global frequency capping in the dashboard. If the campaign is set to abide by frequency capping rules, there will be a number of users impacted by these settings

Campaign Details

Check rate limits

If you have a rate limit set for your campaign or Canvas, you might be falling out of receiving messaging due to exceeding this limit. For more information, refer to Rate Limiting.

Check control group status

If this is a single channel campaign or a Canvas with a control group, it’s possible you are falling into the control group.

  1. Check the variant distribution to see if there is a control group.
  2. If so, create a segment filtering for in campaign control group then export the segment and check if your user ID is on this list.

Still need help? Open a support ticket.

Last updated on July 15, 2021

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