Frequently Asked Questions
Devices / Users:
New devices are not properly registering into the Platform
Sometimes you may experience that new devices are being check as inactive, you can confirm this in the "Devices" page at the Active column.
This situation causes that all notifications will not be send to these devices. Most probably this is due to the limits of your license, find more information about how licenses works here.
Not receiving notifications
The first thing you have to do is to download the PDF report of the undelivered notification, you can find this report in the Push page, under details of that notification. You can see there, if there was an error that TwinPush could have identified. Most common errors are:
There are no deliveries: There were no recipents (active devices) for your notification, from here, you should check if all devices of your recipient list are active, you can check that in "Devices" page at the Active column.
No valid token or certificate error: These kind of errors are common when sending notifications to iOS devices, and you should check your Certificate configuration in TwinPush in the Settings page; check your Certificate expiring date and if you are using the Production or Development Certificate correctly.
In case the notification report is not showing any error, there might be some other reason, please check the following one by one:
- Inactive Device, mainly caused by a problem with the limit of your license.
- Notifications not enabled in the device, you should check if notifications are enabled for your App in that device and try again.
- Connectivity problems with the device, sometimes a lack of coverage or a wifi connection into a corporative network can cause the notification not to arrive or to delay.
- The notification had arrived but it was unnoticed.
As a general rule, when you are not receiving a notification into a specific device, you should check the activity in your device: in the Devices page, find your device linked to your user name, and make sure it is effectively active and has notifications enabled.
You could even reinstall your app and repeat the registering process.
If you have followed all these steps and still have a problem, please contact us at firstname.lastname@example.org
Notifications are not seen in the App mailbox
TwinPush offers a notification mailbox per user, where a user can find all received notifications from the App.
In case you are not finding a specific notification into your mailbox, most probably you haven't mark that notification to get saved into the mailbox at the time you compose it. It is essential to mark the checkbox when composing the notification, in order to get it later in the mailbox.
The notification text arrives incomplete
The length of notifications is limited by Apple and Google.
In that sense, you should be aware that you have a length limitation of a Push notification including all its parts: the text as well as the url, the custom properties, etc. Once a notification is composed, if that exceeds the limit, TwinPush will cut the text, to make sure it will be deliver to most devices.
For that reason you will see sometimes the text incomplete.
A way to improve your text completeness is by trying to shorten your URL by using URL shorteners or by reducing the size of your message.
The Notification Web content cannot be seen
The notification arrives but the web content that should be seen when opening the notification is not doing so in the App.
If you are getting this error, there a a few verifications you should do:
- Check if the web content is properly loading into a web browser, sometimes this kind of problems are caused by an overload in the destination Web, due to huge amount of mobile users requesting it at the same time.
- The Web has not secure URL references. Some Mobile Operative Systems will not open a non secure destination Web into an App but will force to open it into the Device browser.
If you are not able to see any rich content received, you could probably have an integration problem with the Webview of the App, in that case contact to the developement team of your App.
Troubles while uploading the target file
TwinPush offers you the posibility to upload a file containing the target users of your campaign.
The target file must comply a specific format and composition, you should follow this guide to generate a target file for a proper operation.
Not getting a confirmation or an invitation email
TwinPush sends you an email to confirm your email account when you register, when you request a new password, when you are invited to use an App or when other actions require it. Sometimes the email goes into your Spam folder or it can be block by the security system of your company. If you are not receiving an email, please do not hesitate to contact us at email@example.com
No access to the settings of an App
Only the Account Administrator of an App has access to the settings of the App. The Administrator is the only one who has access to the Authentication Keys, can manage the team and the settings of the App.
How Licenses Work
TwinPush has a license model based on the number of active devices.
An active device is the one that has been enrolled in the platform sometime by accessing through the App and has accessed at least once into an specific period of time. This period is 6 months by default, but this time parameter can be reconfigure on each account.
In this context, any device that has not registered any activity in a 6 months continuos period, it will become part of the inactive devices, so it will stop receiving notifications and reporting statistics and it will not count into the licensed devices.
Out of license devices
In case that the number of active devices exceeds the number of licensed devices, TwinPush will mark the account as "out of license" and new enrolled devices will be marked as inactive. A new devices count is done every week.
In this way, active devices will be the ones that have registered activity in the last 6 months as well as the ones with older date of enrollment.
Reconfiguring the time of activity
It is possible to reconfigure the time without activity needed to consider a device as inactive. This period of time (in months) can be adjusted by each account. In this way, is possible to force devices as inactive in a shorter time.
This parameter will allow an account to work always with the most active devices, but, on the other hand, that account will lose the ability to communicate with the least active ones, making impossible to carry out campaigns to reactivate these users.
if you want to change this value in your account, you should contact us at firstname.lastname@example.org