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

Try to send a test notification to your browser.

You may notice different issues:

a) I cannot find my install

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

b) No token found

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:

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

• Chrome

Click on the padlock 🔓 to ensure notifications are enabled for your website:

• Firefox

Click on Settings to ensure notifications are enabled for your website:

• 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:

• 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.

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. 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) Campaign Targeting

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

b) Campaign Scheduling

Check if you scheduled your campaign based on local time or global time (UTC):

• The 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 time zone.

• The Global 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 global 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)