# Why is my device not receiving web push notifications?

If you are not receiving any of the web push notifications sent from Batch, here are some suggestions to identify the issue.

## 1. Common Issues <a href="#h_f1bdc8d19f" id="h_f1bdc8d19f"></a>

Try to [send a test notification](https://doc.batch.com/guides-and-best-practices/message/push-notifications/how-to-send-a-test-push-notification-to-my-web-browser) to your browser.&#x20;

You may notice different issues:&#x20;

### a) I cannot find my install <a href="#h_a4815603e2" id="h_a4815603e2"></a>

<figure><img src="https://509463063-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfiAYaWDWqtFZeXxyg67F%2Fuploads%2Fr2zlBDWPm0nVnlFkbv9Z%2FCleanShot%202025-05-27%20at%2011.15.56.png?alt=media&#x26;token=cc648951-305d-4532-b56f-2f84d13a28a3" alt=""><figcaption></figcaption></figure>

Make sure you have opened the website once and the version you installed includes Batch's SDK.

### b) No token found <a href="#h_45966fd284" id="h_45966fd284"></a>

The **Push token** field is empty. Make sure the install date you see in app debug makes sense and check if notifications are enabled in your browser or in your OS:

<figure><img src="https://509463063-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfiAYaWDWqtFZeXxyg67F%2Fuploads%2FEppAl9pUBQIOFkMPMXow%2FCleanShot%202025-05-27%20at%2011.44.32.png?alt=media&#x26;token=2f610f40-edf0-497d-b406-c9195d5dc897" alt=""><figcaption></figcaption></figure>

To check if notifications are enabled in your browser or in your OS :

{% hint style="danger" %}
**Do not use incognito mode**, **private browser mode** or **guest browser mode** or Firefox's ESR versions. Subscription to push does not work in these modes.
{% endhint %}

* **Chrome**

Click on the **padlock** :unlock: to ensure notifications are enabled for your website:&#x20;

<figure><img src="https://509463063-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfiAYaWDWqtFZeXxyg67F%2Fuploads%2Fn6f09wy1O8zIsTC5f6iS%2FCleanShot%202025-06-09%20at%2015.37.37%402x.png?alt=media&#x26;token=7c835e2c-c9f8-43dd-b802-0e05cc56f92f" alt=""><figcaption></figcaption></figure>

* **Firefox**

Click on Settings to ensure notifications are enabled for your website:&#x20;

<figure><img src="https://509463063-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfiAYaWDWqtFZeXxyg67F%2Fuploads%2F33kgUl42Rd02Hvh8nDhX%2FCleanShot%202025-06-09%20at%2015.46.04%402x.png?alt=media&#x26;token=e8401e5b-9273-4f01-81cd-7e347fb97168" alt=""><figcaption></figcaption></figure>

* **Safari**

From the **Safari** tab, click on **Preferences**, then head to the **Websites** tab and click on the **Notifications** button on the left-hand side menu to ensure notifications are enabled for your website:&#x20;

<figure><img src="https://509463063-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfiAYaWDWqtFZeXxyg67F%2Fuploads%2FHeSEMH2TGiR3J9DsZ1qq%2Fcheck-allowed.png?alt=media&#x26;token=9c0db1a8-5e71-4cf6-8b21-2e69925dbf44" alt=""><figcaption></figcaption></figure>

* **Mac OS**

Go to **Apple menu** > **System Preferences** > **Notifications**.

Select your browser on the left to ensure notifications are enabled.

* **Windows**

Select the Start button and then select **Settings** ⚙️.

Go to **System** > **Notifications** **& actions** to ensure notifications are enabled for your browser.

{% hint style="warning" %}
You will need to **refresh your page** after enabling push notifications.

You can also [reset your browser opt-in preferences](https://doc.batch.com/guides-and-best-practices/profiles/how-to-reset-my-browser-opt-in-preferences).
{% endhint %}

### c) I have an Installation ID and a token but I didn't receive the notification

* **Do Not Disturb mode**

  You can have issues receiving notifications if you are using a [Do Not Disturb Mode](https://doc.batch.com/developer/sdk/ios/mobile-landings#controlling-the-display-using-do-not-disturb-mode). Disable the Do Not Disturb mode and try again.
* **You are using a VPN**

  If you are using a VPN, try to disconnect it, this can cause issues when trying to receive Web push notifications.

## 2. Campaign-level issues <a href="#h_9bd111cc5b" id="h_9bd111cc5b"></a>

### a) Campaign Targeting <a href="#h_df199d6e24" id="h_df199d6e24"></a>

If notifications are enabled and your browser and your OS can receive test push notifications, double-check the targeting of your campaign:

<figure><img src="https://509463063-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfiAYaWDWqtFZeXxyg67F%2Fuploads%2FqCxjpYlQ7OxRvKQxIOBF%2FCleanShot%202025-05-20%20at%2014.36.11%402x.png?alt=media&#x26;token=24d9e943-b79e-4222-b5bc-1a49d62a5f2e" alt=""><figcaption></figcaption></figure>

{% hint style="warning" %}
Ensure it **matches the information you see in your profile!**
{% endhint %}

### b) Campaign Scheduling

Check if you scheduled your campaign based on **Profile's** **local time** or **Universal time (UTC)**:

<figure><img src="https://509463063-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfiAYaWDWqtFZeXxyg67F%2Fuploads%2FHPDpngejhHgz6lVjwWp3%2FCleanShot%202025-07-08%20at%2016.56.16%402x.png?alt=media&#x26;token=3429091c-3b60-44c6-94a3-8db3a7e765b7" alt=""><figcaption></figcaption></figure>

* The **Profile's local time** option allows you to send a push notification that will be received at the same hour in every country. For example, if your push campaign is scheduled to be sent on Friday, July 19th at 6 PM, your Canadian, Italian, and Chinese users will receive it on Friday, July 19th when it's 6 PM in their timezone.
* The **Universal time (UTC)** option allows you to send a push notification to your users at a **specific UTC time** regardless of their location. If your push campaign is scheduled to be sent on Friday, July 19th at 6 PM **Universal time (UTC)**, your users will receive it:
  * At 2 PM in Canada (UTC -4)
  * At 8 PM in Italy (UTC +2)
  * At 2 AM on July 20th in China (UTC +8)