Frequently Asked Questions

Find answers to frequently asked questions and get the information you need quickly and easily.

Why Didn’t My Push Notification Appear?

In most cases, this issue occurs due to device or browser settings where notifications are disabled, or because "Do Not Disturb" or "Focus" mode is enabled on your device. Ensure these settings are adjusted to allow notifications. Even though a notification is marked as delivered, it may not appear due to device or browser settings. Follow these steps to resolve the issue:

  • Check Notification Settings: Ensure that notifications are enabled for the browser or app you subscribed to. Navigate to your device’s notification settings to confirm.
  • Disable "Do Not Disturb" or "Focus Mode": Verify that "Do Not Disturb" or "Focus Mode" is turned off, as these settings can block notifications from appearing.
  • Keep the Browser Running: Make sure the subscribed browser is open and running in the background. Notifications may not appear if the browser is closed.

Why Are Notifications Marked as Delivered but Not Displayed?

Notifications marked as delivered may fail to display for several reasons. Here’s how to troubleshoot:

  • Enable Notifications in Browser and Device Settings: Check your device or browser to confirm that notifications are not disabled.
  • Ensure Browser Compatibility: Verify that the subscribed browser supports web push notifications. Older browsers may not be compatible.
  • Check Your Internet Connection: A stable internet connection is necessary for notifications to be received and displayed.
  • Verify Notification Expiry: Some notifications are time-sensitive and may no longer appear if they’ve expired.
  • Confirm the Correct Account or Subscription: Double-check that you’re logged into the correct account or subscription tied to the notification.

Advanced Troubleshooting
For specific cases, try the following additional steps:

  • Restart Your Device or Browser: Restarting can refresh notification permissions and resolve potential glitches.
  • Clear Browser Cache and Cookies: Clearing the cache and cookies may fix issues with outdated permissions or conflicts. If needed, resubscribe to notifications.

Importing subscribers from external sources

These are the most important steps to get right when coming with your subscribers from another provider.

  • Make sure you create a new website entry with the exact same domain you used with your old provider as well.
  • Make sure to add your old VAPID values into the newly created website entry, in the website update page -> advanced settings.
  • Make sure to import your subscribers via the Subscriber Import page with the required CSV columns.
  • Make sure the old service worker is NOT removed from your website, but edited and replaced with the contents of the provided service worker file from our website.