Why are some Clients not receiving Push Notifications?


A client may not receive push notifications from Studio for the following reasons:

  1. The client has turned off notifications
  2. The client has switched devices
  3. The client has chosen not to receive Marketing Emails and Push Notifications


Before checking through these, ask the client to ensure they have the latest version of the App available from their App store.


The client has turned off notifications

When a client downloads your Member App, they must accept push notifications. If the member does not accept this option by clicking ‘ok’, notifications from your Studio will be disabled. Clients can also enable or disable push notifications in the app settings.

To check your mobiles notification settings:

For Apple iOs
  1. If you have notifications turned on for an app but you're not receiving alerts, you might not have 'Banners' selected. Go to Settings > Notifications, select the app, then select Banners.
  2. Make sure that you’re signed in to your Apple ID. 
  3. Make sure that Do Not Disturb is off. 
  4. Make sure your Banner style settings is set to "Persistent"
    • Go to Settings > Notifications
    • Select the Glofox app under Notification Style
    • Choose 'persistent' under banner style.
For Android,
  1. Open your phone's Settings app.
  2. Tap Apps & notifications and then Notifications.
  3. Search then tap on the Glofox App.
  4. Pick the following options as your phone's defaults:
    • Turn on notifications on the lock screen.
    • Choose an attention-grabbing notification sound.
    • Allow notifications on 'Do Not Disturb' mode
We recommend you
  • turn on notification alerts on lock screen
  • turn on notifications on 'do not disturb' modes for Android
  • turn off 'Do Not Disturb' mode for Apple users
  • allow 'persistent' Banner style for Apple users

Please note:

For a complete guide on how to manage and control your mobile phone's app notification settings, please visit the links here: Apple iOs/Android

The client has switched devices

Push notifications are only sent to the last device the client used. If the client is signed in on two different devices, only one of the devices will receive the message.


The client has chosen not to receive Marketing Emails and Push Notifications

If the client has chosen not to receive Marketing Emails and Push Notifications and you have not checked the box when sending the Push Notification to say the message is not a Marketing Emails and Push Notification, then the message will not go to them. This only applies to manually sent push notifications, not automated ones which are not considered marketing messages.


Your Push Notification Certificate for your Standalone App has expired

If you have a Standalone App, it's possible thats your certificate for push notifications on Apple has expired. Check your emails from Apple and notify us at support@glofox.com and we can update these for your.

You can read more information about sending Push Notifications in this article.

Still having trouble? Reach out to support@glofox.com and we can help.

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