Troubleshooting Notifications

PushPulse allows notifications to be delivered through multiple channels, including push notifications, email, SMS, and automated phone calls. If you or a user are experiencing issues receiving notifications, follow this guide to identify and resolve common issues.

Understanding Notification Deliverability

Several factors influence whether a notification is successfully delivered:

1. Channels Selected by the Admin – The admin determines which channels are used when creating a notification or notification template.

2. Account Capabilities – Certain notification types are only available on specific plans:

   • SMS: Available for Plus and Unified plans.

   • Voice Calls: Available for Unified plans only.

3. User Status – Users must have an active account to receive notifications.

4. Notification Preferences – Users can customize their preferred notification channels.

5. Device Permissions – The PushPulse mobile app requires certain permissions to send push notifications.

Troubleshooting Notification Issues

User Did Not Receive Any Notification

If a user did not receive any notification at all, check the following:

• The user was not included as an individual recipient or a group member.

• The user has not activated their account.

• The user's notification preferences do not include any of the channels used in the message distribution.

User Did Not Receive an Email

If the user expected an email but did not receive one, verify:

• The admin included email as a distribution channel.

• The user's notification preferences allow email notifications.

• There are no deliverability issues related to the organization’s IT settings (e.g., whitelisting PushPulse IPs and domain names).

User Did Not Receive a Push Notification

If the user did not receive a push notification, check:

• The admin included push notifications as a distribution channel.

• The user's notification preferences allow push notifications.

• IT settings permit push notification traffic (e.g., required ports are whitelisted).

• The user granted push notification permissions when prompted by the app.

User Did Not Receive an SMS Message

If an SMS notification was expected but not received:

• Confirm the account has SMS messaging enabled (only available for Plus and Unified plans).

• Ensure SMS was included as a distribution channel.

• Verify the user's notification preferences allow SMS messages.

• Check if the user has blocked or opted out of SMS messages.

User Did Not Receive a Voice Call

If a voice call notification was expected but not received:

• Confirm the account has voice calling enabled (only available for Unified plans).

• Ensure voice calls were included as a distribution channel.

• Verify the user's notification preferences allow voice calls.

• Check if the user has blocked the voice call number.

Final Steps

If all settings appear correct and the user is still not receiving notifications, consider:

• Checking spam or junk folders for emails.

• Restarting the PushPulse app or the user’s device.

• Contacting IT support to ensure necessary network settings are configured. IT Configuration Instructions

• Reaching out to PushPulse Support for further assistance.

By following this guide, you can effectively troubleshoot and resolve most notification delivery issues in PushPulse.