If you are having problems receiving mobile app messages, read the list of items to check.
1. Account must be enabled for mobile app messages.
Verify mobile app enablement in Acoustic Campaign. In the toolbar, go to Content > Mobile Messages. If this menu is not visible, open a case with Customer Support for enablement.
2. Account must have a mobile app-enabled database with appropriate permission set for each user that uses the mobile app feature.
For more information, see Cannot create a mobile app database.
3. Certificates must be appropriately configured.
You must follow the Acoustic documentation for APNS, FCM on initial setup.
For more information, see Cannot receive mobile app messages on iOS device and Cannot receive mobile app messages on Android device.
4. 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.
5. 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. If the recipient did not successfully registered the app or reinstalled the app, they have not sent a push notification. Have the recipient reinstall the app to verify successful registration (Shows an Opted In status in Acoustic Campaign).
6. Recipient must have a matching Mobile User ID (MUID) and appKey.
Ensure your mobile app message recipient’s Mobile User ID (MUID) matches the appKey for the app installed. If the Mobile User ID and appKey do not match, your Push recipient needs to uninstall and reinstall the app.
7. Recipient must be included in the query or program.
Ensure that your mobile app message recipient is successfully included in your query parameters and is added to your query and/or program. If the recipient is not qualified to be entered into the query or program then they are not included in the list count and subsequently not sent a push notification.
8. For a new app release, make sure the appKey is correct.
Make sure your appKey is correct before delivering your app to the app store. Once delivered, attempting to change it in an update causes delivery issues for users who have already downloaded the app.