Most push problems come from one of three places: the push app’s setup, the contact’s devices and consent, or how the app shows notifications. Start with the symptom below.
The campaign can’t send push
- No push app is set up yet or No push app is ready yet: open Settings › Messaging › Push apps and follow the app’s Next step. An iOS or Android app needs its Apple or Firebase key. See Set up push.
- Choose an app that is ready to send: the app chosen under Send through isn’t ready. Choose another, or finish its setup.
- Add a notification title and message: both are required.
- The notification is … bytes over the 3072-byte limit: shorten the text, app data or links.
An app stopped sending
The app’s page says Apple refused this key or Google refused this key, with the reason and date. The key was revoked or lost its permissions after it was uploaded. An admin, a developer or the owner chooses Upload a new key; sending resumes with the next send.
Push reached fewer people than expected
Open the campaign’s Recipients tab and read the skipped reasons:
- No device that can receive push: those contacts have no active device in this project. Their app hasn’t registered them, notifications are blocked, or they haven’t opened the app in 60 days.
- No consent for this channel: they haven’t given push consent. Allowing notifications on the phone doesn’t give it. Record consent on the contact, at import, or from your app through the API.
The Who receives it count on the review step shows the same thing before you send.
The push was sent but nothing appeared
Sent means Apple, Google or the browser accepted the notification, not that the device showed it. Check, in order:
- The device’s own settings. Notifications may be off for the app or browser in the phone’s or computer’s settings. On a Mac, a browser can be silenced in System Settings › Notifications even when the website is allowed.
- Focus and Do Not Disturb. The notification may be waiting in Notification Centre.
- The app is open. An Android app in the foreground shows a notification only if your app handles it.
- The environment. An iOS development build needs a Sandbox app, and an App Store build a Production app.
- The device was offline for longer than Stop trying after, so the push expired.
Images or buttons don’t show
- iOS images need your app’s notification service extension.
- Buttons on iOS and Android need your app’s support; browsers show them on their own.
- The icon shows only on the web; phones use your app’s own icon.
- Image links must be HTTPS and load without signing in.
Opens and clicks read zero
Opens and clicks come from your app or website reporting each tap. If they stay at zero while devices show Sent, your app or service worker isn’t reporting taps yet. Point your developer to reporting taps in the push guide.
Many devices are rejected or gone
- Device gone is normal in small numbers: people uninstall apps and clear browsers.
- Many rejections on one platform, often right after a change, usually mean the devices were registered for a different app or environment than the one sending, for example development devices under a production app. Check Device outcomes by platform, and ask your developer to check which app and environment the devices register with.
My test didn’t arrive
- Check the message under Send test; Send a test says what each one means.
- Then work through The push was sent but nothing appeared.