What Can I Do If Someone Is Not Receiving Push Notifications?

If push notifications are not being received on a smartphone or tablet, try the following troubleshooting steps. 

Important: Microsoft has discontinued support for push notification on Windows Phone devices with OS versions below 8.1. For more information, contact the device manufacturer.

Verify push notifications are enabled using the app

1. Log into the app.
2. Tap  .
3. Tap Notifications.
4. Verify Push Notifications is toggled on.
   • If it is toggled off:
     1. Tap the toggle switch to toggle it on.
     2. Verify that it is added as a recipient to the notifications customers want push notifications for. 
     3. Allow a few minutes for it to save, and then test the notification.

Verify the push device is active using the website

1. Log into the website. 
2. Click Notifications. 
3. Click Manage Devices. 
4. Click the desired device to manage notifications for. 
5. Verify Enable Notifications is toggled on. 
6. Click Save. 

Verify the notification is enabled

To verify notifications are enabled using the website:

1. Log into the website.
2. Click Notifications. 
3. Verify the desired notification is toggled on.
   • If the notification is toggled off, click the toggle switch to enable the notification. Allow a few minutes for it to save, and then test the notification. 
4. Click  for the desired notification to verify.
5. In Recipients, verify desired push devices are shown. 
   • If desired push devices are not showing:
     1. Click + Add Recipient. 
     2. Click to select the desired push devices. 
     3. Click Close. 
     4. Click Save. Allow a few minutes for it to save, and then test the notification. 

To verify notifications are enabled using the app:

1. Log into the app.
2. Tap  .
3. Tap Notifications.
4. Tap the desired notification to verify.
5. Verify the notification toggle switch is toggled ON. 
   • If the notification is toggled off, click the toggle switch to enable the notification. Allow a few minutes for it to save, and then test the notification. 
6. Flick to scroll to verify desired push devices are shown under Recipients.
   • If desired push devices are not showing:
     1. Tap + Add Recipients. 
     2. Tap to select the desired push devices. 
     3. Tap Close. 
7. Tap Save to save any changes made. Allow a few minutes for it to save, and then test the notification. 

Verify events are reporting 

If the trigger events for the desired notifications are not reporting in the account’s history, the cause for the push notification not sending may be that the security panel isn’t signaling properly or isn’t communicating the triggering action properly.

To verify events are reporting using the website:

1. Log into the website.
2. Click Activity. 
3. Verify the events that you want push notifications for (e.g., Arming reminder, system armed away, sensor opened/closed, etc.) are appearing on the Activity page. 

To verify events reporting using the app:

1. Log into the app.
2. Tap . 
3. Verify the events that you want push notifications for (e.g., Arming reminder, system armed away, sensor opened/closed, etc.) are appearing in the History. 
   • Flick down to refresh the history. 

Power cycle the push device 

If all preceding steps have been taken, the cellular connection of the push device may be unstable. Power cycle the push device to help ensure there is a good cellular connection. If the push device cannot secure a stable cellular connection, it may be necessary to contact the cellular provider for additional troubleshooting. 

Refresh the push device 

If all preceding steps have been taken, refresh the push device by removing the push device from the account and then adding it back onto the account.

To refresh push devices:  

Note: Both the app and website are used in this process. 

1. Disable push notifications on the mobile device:
   1. Log into the app.
   2. Tap .
   3. Tap Notifications.
   4. Tap the Push Notifications toggle switch so it is toggled off.
2. Verify that push devices are disabled from the website: 
   1. Log into the website. 
   2. Click Notifications.
   3. Click Manage Devices. 
   4. Click the desired push notifications device. 
   5. Click Delete. 
   6. In the popup window, click Delete. 
3. Once push devices are verified to be disabled on the website, re-enable push notifications on the mobile device:
   1. Log back into the app.
   2. Tap .
   3. Tap Notifications.
   4. Tap the Push Notifications toggle switch so it is toggled back on. 
4. Verify the push devices are showing on the Push Devices user again from the website:
   1. Log back into the Customer Website. 
   2. Click Notifications.
   3. Click Manage Devices. 
   4. Click the desired push notifications device.
   5. Verify Enable Notifications is toggled on. 
   6. Rename the device, if desired, then click Save. 
5. Add the push device as a recipient to desired notifications.
6. Test push notifications by triggering the action that generates notifications. 

Device-specific troubleshooting

1. Verify there aren’t any settings enabled on the device that would prevent push notifications from being received.
   • Depending on the device the user has, the instructions to verify settings may vary. For device-specific instructions about how to verify these settings, refer to Apple Support or Android Help.
2. Verify there aren’t any security applications installed on the device that may block push notifications.

For further troubleshooting, contact your service provider.