APP: Troubleshooting for Merchants/Customers not receiving Push Messages

Below is verbiage that you may use to help troubleshoot/inform merchants/customers why they may not be receiving push messages

Just a few questions:

  • Can you confirm the Notifications are enabled? You can find this information on the device settings page.  
  • Is this problem occurring for everyone, just a few, or is this an isolated incident?
  • Can you confirm what device/software version is being used?
  • Can you provide me with the email address entered onto the Settings page of the App? We can use this to track individual usage to confirm they are receiving or not receiving pushes

HOW PUSH MESSAGES APPEAR ON DEVICES BASED ON  OWNER’S USAGE OF THE DEVICE UPON TIME OF SEND:

WHEN A DEVICE IS LOCKED AND NOT IN USE; the push message will pop up on the screen like text message notifications. It will remain on the screen until the user unlocks the device to begin use.

WHEN A DEVICE IS UNLOCKED AND IN USE; the push message will appear as a banner across the top of the screen for a few seconds. There is a way for the message to appear longer but, that is specific to device owner and how they manage their notifications with in their device settings page. 

WHEN A DEVICE IS UNLOCKED, IN USE, AND OWNER IS CURRENTLY USING THE TLS APP; the push message will pop up in the middle of the screen. the message will only clear the screen when it is closed out by the user.

NOTE: A red circular badge will appear on the top right of the App icon with a number denoting the number of unread notifications within the App. Once the App is opened the red badge will disappear.

If they try everything and it’s not working, it’s really important to gather as much information from them as possible to help us guide us to a solution.

Thank you!

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