If you are having problems receiving mobile app messages, read the list of items to check.

1. Your account must have a mobile app-enabled database with appropriate permission set for each user that uses the mobile app feature. See this article to setup if needed. Otherwise, ask your org admin to grant your the mobile permission.
2. Certificates must be appropriately configured. You must follow the Acoustic documentation for APNS, FCM on initial setup.
3. Recipient must have the push notifications enabled for the app. The mobile app message recipient needs to go into Settings > Notifications on their device and check that push notifications are turned on for the application in question.
4. Recipient must have a valid consent record. Ensure that your mobile app message recipient has successfully opted into your Acoustic Campaign database via a successful registration of the app and has a valid consent record. Have the recipient reinstall the app to verify successful registration.
5. Ensure that your mobile app message recipient is successfully included in your query parameters and is added to your query and/or program.
6. For a new app release, make sure the appKey is correct. Once delivered, attempting to change it in an update causes delivery issues for users who have already downloaded the app.

Note: If you still encounter an issue, open a case with support. See Open a support case for mobile app messaging to know what information you need to keep handy when contacting support.