Troubleshooting Push Notification Delivery Issues
Overview
When customers aren't receiving your push notifications, it can be frustrating—especially when you're trying to engage them with special offers, rewards, or important updates. The good news is that most delivery issues have straightforward causes and solutions.
Common reasons for non-delivery:
Cards not installed on customer devices (most common)
Notification permissions disabled on customer devices
Platform-specific limitations (Google Wallet, iOS settings)
Browser compatibility issues (Android PWA cards)
Device or connectivity problems
This guide walks you through diagnosing why notifications aren't being delivered and provides specific solutions for each scenario. Most issues can be resolved by either adjusting settings on your end or guiding customers to update their device settings.
Quick Diagnostic Checklist
Before diving into detailed troubleshooting, run through this quick checklist:
For all customers not receiving notifications:
[ ] Are the affected customers' cards actually installed? (Check Card Status)
[ ] Have you verified notifications are enabled in your Push Automation settings?
[ ] Are you sending notifications during reasonable hours (not late night)?
[ ] Have you confirmed the notification was sent successfully from your dashboard?
For specific customers:
[ ] What platform are they using? (iOS, Android)
[ ] How long ago was the card installed?
[ ] Have they received notifications successfully in the past?
[ ] Are they reporting issues with all notifications or just specific ones?
Reason 1: Card Not Installed (Most Common)
The Issue
The number one reason customers don't receive push notifications is that they never installed the loyalty card on their device. Push notifications only work for cards with a status of "Installed" in your system.
Why this happens:
Customer received the installation link but didn't tap it
Customer opened the link but didn't complete the installation process
Customer deleted the card after initial installation
Installation link was sent to an incorrect email/phone number
Customer couldn't figure out how to install the card
How to Check Card Status
Step-by-step verification:
Navigate to the Customers section in your Perkstar dashboard
Locate the customer who isn't receiving notifications
Open their customer profile
Check the Card Status field
What the status means:
"Installed" ✅
Card is currently on the customer's device
Customer can receive push notifications
No action needed
"Not Installed" ❌
Card was issued but never installed, or was installed and later deleted
Customer cannot receive push notifications
Action required: Send installation link
"Pending" or "Issued" ⚠️
Card was created but customer hasn't installed it yet
Customer cannot receive push notifications yet
Action required: Follow up with installation link
Solution: Send Installation Link
For individual customers:
Open the customer's profile
Click Send Card or Resend Installation Link
Choose delivery method (email or SMS)
Include clear instructions:
"Tap the link to install your loyalty card"
"Installation takes just a few seconds"
"Works with both iPhone and Android"
Send the message
For multiple customers with "Not Installed" status:
Go to Customers section
Use Filters to show only customers with "Not Installed" status
Select multiple customers using checkboxes
Click Bulk Actions → Send Installation Links
Choose communication method (email or SMS)
Send to all selected customers at once
Best Practices to Prevent This Issue
Clear installation instructions:
Include visual guides in your initial communication
Link to "How to Install Cards" help articles
Offer in-person installation assistance during visits
Train staff to help customers install cards at checkout
Follow-up strategy:
Send reminder 24-48 hours after initial link if not installed
Offer incentive: "Install your card and receive 50 bonus points!"
Include troubleshooting contact info in case they need help
Track installation rates:
Monitor what percentage of sent links result in installations
Identify patterns (time of day, communication method with higher success)
Optimize your messaging based on installation rate data
Reason 2: Google Wallet Notification Settings
The Issue
For Android users with cards installed in Google Wallet (as opposed to PWA cards), notification settings must be properly configured. Google Wallet has specific requirements and limitations for push notifications.
Two potential problems:
Notification permissions not granted for Google Wallet app
Google's three-notification daily limit reached
Google Wallet Daily Notification Limit
Important limitation: Google Wallet displays a maximum of three push notifications per day per card on the device screen.
What this means:
If you send more than three notifications to a customer in one day, they'll only see the first three
Additional notifications won't appear on screen (though may still update the card)
This is a Google-imposed limitation that cannot be overridden
The limit resets at midnight in the customer's local time zone
Affected notification types:
All push notifications count toward the three-per-day limit
Transaction confirmations
Promotional messages
Reminders
Birthday wishes
Strategic implications:
Be selective about which notifications you send
Prioritize important messages (rewards earned, time-sensitive offers)
Avoid sending multiple promotional messages on the same day
Combine information into fewer, more comprehensive notifications when possible
Checking Google Wallet Notification Permissions
Guide customers to verify their settings:
Open Settings on Android device
Scroll down and tap Apps or Applications
Find and select Google Wallet or Wallet
Tap Notifications
Ensure Allow notifications is toggled ON
Check that notification Importance is set to at least "Medium" or "Default"
If notifications are disabled:
Toggle Allow notifications to ON
Restart Google Wallet app
Notifications should now work
Solution: Optimize Notification Strategy for Google Wallet
To work within the three-notification limit:
Prioritize by importance:
Critical updates (reward earned, balance about to expire)
Time-sensitive offers (today only, limited availability)
Routine updates (progress reminders, general promotions)
Combine notifications:
Instead of: "You earned 50 points!" + "You're close to a reward!" + "Visit us this week!"
Send: "You earned 50 points! You're 100 points from your next reward—visit this week!"
Schedule strategically:
Send most important notification early in the day
Save promotional messages for when no transactional notifications are expected
Track which customers received multiple notifications and adjust frequency
Consider alternative channels:
Use email for detailed information that exceeds three notifications
Reserve push for truly urgent or high-value messages
Send SMS for critical time-sensitive communications
Reason 3: iOS Automatic Updates Turned Off
The Issue
For iPhone users, push notifications require the "Automatic Updates" feature to be enabled for Apple Wallet. When this setting is disabled, cards don't receive live updates, including push notifications.
What "Automatic Updates" does:
Allows Wallet cards to update their information in real-time
Enables push notification delivery
Keeps card balances, stamps, and offers current
Uses minimal data in the background
When it's disabled:
Cards become static and don't update automatically
Push notifications don't deliver
Customer must manually refresh cards to see updates
Card information may appear outdated
Checking iOS Automatic Updates Setting
Guide customers to verify their settings:
Open Settings on iPhone
Scroll down and tap Wallet & Apple Pay
Look for Automatic Updates setting
Ensure it's toggled ON (green)
If Automatic Updates is disabled:
Toggle it to ON
Restart the iPhone (recommended)
Push notifications should now work
Additional iOS Notification Settings to Check
Wallet app notifications:
Settings → Notifications → Wallet
Verify Allow Notifications is ON
Ensure notification style is set appropriately:
Lock Screen: ON (recommended)
Notification Centre: ON (recommended)
Banners: Temporary or Persistent
Check Show Previews is not set to "Never"
Background App Refresh:
Settings → General → Background App Refresh
Ensure Background App Refresh master toggle is ON
Scroll to Wallet and verify it's enabled
Low Power Mode:
Settings → Battery
Check if Low Power Mode is enabled
If enabled, it may delay push notifications
Disable temporarily to test notification delivery
Solution: Enable Automatic Updates
For customers you're directly assisting:
Walk them through the settings:
Tap Settings app
Scroll to "Wallet & Apple Pay"
Turn on "Automatic Updates"
Restart iPhone
Test by sending a notification
For remote customers (via email or in-app message):
Send clear instructions:
To receive notifications from our loyalty programme: 1. Open Settings on your iPhone 2. Tap "Wallet & Apple Pay" 3. Turn ON "Automatic Updates" 4. Restart your iPhone You'll now receive all our special offers and updates! Need help? Call us at [phone] or reply to this message.
Preventive approach:
Include these instructions in your initial card installation communication, so customers set it up correctly from the start.
Reason 4: Push Notifications Disabled on Android PWA Cards
The Issue
For Android Progressive Web App (PWA) cards, notifications must be manually enabled by the customer. Unlike Google Wallet cards, PWA cards are browser-based and have multiple layers of notification settings.
Three places where notifications can be disabled:
In the card's own settings menu (on the back of the card)
In the browser's notification settings
In Android system settings for the browser app
Browser compatibility note: Not all browsers fully support PWA notifications. Chrome is the recommended and most reliable browser for Android PWA loyalty cards.
Checking Card-Level Notification Settings
Guide customers to check their card settings:
Open the loyalty card on their Android device
Tap Details or flip to the back of the card
Tap the three-dot menu (⋮) in the top-right corner
Check the menu option:
Shows "Disable Notifications" = Currently enabled ✅
Shows "Enable Notifications" = Currently disabled ❌
If disabled, tap "Enable Notifications"
This is the most common cause of Android PWA notification issues. Many customers don't realize they need to manually enable notifications for each card.
Checking Browser Notification Settings
For Chrome (recommended):
Open Chrome browser on Android
Tap the three-dot menu (⋮) in the top-right
Tap Settings
Tap Site settings or Notifications
Find Notifications
Ensure notifications are Allowed
Check if the specific card website is in the Blocked list
If blocked, move it to Allowed
For other browsers:
The process is similar but menu locations vary. General steps:
Open browser settings
Find notification or site settings
Ensure notifications are enabled globally
Check that the card URL is not blocked
Checking Android System Notification Permissions
Guide customers to verify system-level permissions:
Open Settings on Android device
Tap Apps or Applications
Find and select Chrome (or their browser)
Tap Notifications
Ensure Allow notifications is toggled ON
Check notification importance is set to at least "Default" or "Medium"
Browser Compatibility Issues
Not all browsers support PWA notifications equally:
Recommended: Chrome ✅
Full PWA notification support
Most reliable delivery
Regular updates and improvements
Best compatibility with Perkstar
Supported with limitations:
Firefox (some Android versions)
Samsung Internet (newer versions)
Microsoft Edge (Android version)
Not recommended or unsupported:
Opera (limited PWA support)
UC Browser (poor PWA compatibility)
Older or third-party browsers
If customers use unsupported browsers:
Recommend switching to Chrome for loyalty card functionality
Explain that Chrome provides the best experience
Provide installation instructions for Chrome if needed
Solution: Step-by-Step Customer Guide
Send customers this checklist:
To enable push notifications for your loyalty card:
Step 1: Enable in Card Settings
Open your loyalty card
Tap "Details"
Tap the three dots (⋮) at the top-right
Tap "Enable Notifications"
Step 2: Check Browser Settings (Chrome)
Open Chrome
Tap three dots (⋮) → Settings
Tap "Site settings" → "Notifications"
Ensure notifications are "Allowed"
Step 3: Check Android System
Open Settings
Go to Apps → Chrome
Tap Notifications
Turn ON "Allow notifications"
Step 4: Restart Your Device
Power off and restart your phone
Open your card again
Notifications should now work!
Still not working?
Make sure you're using Chrome browser
Contact us for personal assistance: [phone/email]
Additional Troubleshooting Steps
Check Latest Updates to Verify Delivery
For any customer reporting non-delivery:
Open the customer's profile in your dashboard
View their loyalty card
Check the "Latest Updates" section
If your notification appears in Latest Updates:
✅ The notification was successfully delivered to their device
✅ The issue is likely with their device notification display settings
⚠️ They may have dismissed it without seeing it
Guide them to check notification history on their device
If your notification doesn't appear in Latest Updates:
❌ The notification wasn't processed by their device
❌ Device may be offline or have connectivity issues
❌ Card may need to be reinstalled
Try resending the notification
Device Connectivity Issues
Common connectivity problems:
Device offline:
Phone in airplane mode
No mobile data or Wi-Fi connection
Poor signal strength in customer's area
Solution:
Wait until device comes online (notifications will queue)
Verify customer has active data connection
Suggest connecting to Wi-Fi
Network restrictions:
Corporate or public Wi-Fi blocking notification ports
Firewall settings preventing push services
VPN interfering with notification delivery
Solution:
Switch to mobile data temporarily
Disable VPN and test
Connect to different network
Device Storage and Performance Issues
Low storage space:
Device storage nearly full can prevent notifications
Apps may not function properly with low storage
Solution:
Free up device storage (delete old apps, photos, files)
Restart device after clearing space
Outdated device software:
Old iOS or Android versions may have notification bugs
Security updates may be required for notification services
Solution:
Update to latest iOS or Android version
Check for system updates in device settings
Battery Optimization and Power Saving
Aggressive battery optimization:
Android's Doze mode can delay notifications significantly
Battery saver modes may prevent background processes
Solution:
Settings → Battery → Battery optimization
Find browser (Chrome) or Google Wallet
Select "Don't optimize" or "Not optimized"
Restart device
Low Power Mode (iOS):
Delays background processes including notifications
Disable temporarily to test notification delivery
Testing Notification Delivery
To verify the issue is resolved:
Make changes to settings (based on diagnosis above)
From your dashboard, send a test notification to the customer
Ask customer to confirm receipt within 1-2 minutes
Check Latest Updates section to verify processing
Test notification methods:
Send a friendly manual push message: "Testing your notifications—reply if you receive this!"
Process a small test transaction that triggers automatic notification
Send a promotional message with a special "test" offer code
Systematic Issues Affecting Multiple Customers
When Many Customers Aren't Receiving Notifications
If notification problems affect a large portion of your customer base:
Check your notification configuration:
Go to Push Automation settings
Verify notifications are enabled for the correct card type
Confirm message content is not empty
Check that timing settings are reasonable (not in the middle of the night)
Verify platform status:
Check Perkstar status page for service announcements
Look for Apple APNS or Google FCM outage reports
Check if issue is regional (affecting specific areas only)
Review recent changes:
Did you recently update notification settings?
Did you change card templates or designs?
Did you import new customers with incorrect information?
Contact support if:
Large percentage of customers suddenly stop receiving notifications
Notifications worked previously but recently stopped
You've verified settings are correct but issue persists
Problem affects specific card types or customer segments
Prevention Strategies
Proactive Communication
Set customers up for success from the start:
During card installation:
Provide clear instructions including notification setup
Walk customers through settings if helping in person
Send follow-up email with settings checklist
Include links to detailed help articles
Regular reminders:
Periodic email campaigns: "Make sure you're getting our notifications!"
In-store signage: "Enable notifications for exclusive offers"
Staff training: Teach employees to assist with notification setup
Monitor Installation and Delivery Rates
Track key metrics:
Installation rate: Percentage of sent links that result in installed cards
Notification delivery rate: Percentage of notifications successfully processed
Engagement rate: Percentage of notifications that result in customer action
Set up alerts:
Get notified when installation rates drop significantly
Monitor notification delivery failures
Track customers with "Not Installed" status over certain time periods
Take action on trends:
If installation rates drop, improve installation instructions
If Android delivery is lower than iOS, focus on browser education
If certain customer segments have issues, provide targeted support
Customer Education
Create self-service resources:
Video tutorials showing notification setup on iOS and Android
Troubleshooting FAQ page on your website
QR codes linking to help articles displayed in-store
Email templates customers can forward if they need help
Make it easy to get help:
Clear contact information in all communications
Staff trained to troubleshoot notification issues
Live chat or support ticket system for technical problems
Office hours for phone support
FAQ
Q: A customer says they installed the card but I see "Not Installed" status. Why? A: They may have installed it but then deleted it from their device. It's also possible there was an installation error. Send them a fresh installation link and verify it shows "Installed" after they complete the process.
Q: Can I force notifications to deliver even if customer has them disabled? A: No. Notification permissions are controlled by the customer's device settings. You cannot override their choices. Focus on educating customers about enabling notifications and the benefits they provide.
Q: Do preview cards receive notifications? A: No. Card preview is for design testing only. Only real cards that are issued, installed, and have "Installed" status can receive push notifications.
Q: Why do some Android customers receive notifications and others don't? A: Android has more variables than iOS: different browsers, different notification setup requirements, more aggressive battery optimization, and varying manufacturer customizations. Each customer must properly configure their specific device and browser.
Q: Should I send notifications via both Google Wallet and PWA? A: You can't choose—it depends on how the customer installed the card. Google Wallet users will receive via Wallet notifications; PWA users via browser notifications. Your system handles this automatically.
Q: How often should I remind customers to enable notifications? A: Once during installation, once in a follow-up message 24-48 hours later, and occasionally in regular communications (monthly newsletters, etc.). Don't over-communicate or it becomes annoying.
Q: What percentage of customers typically don't receive notifications? A: Industry average is 10-20% of customers with installed cards don't receive notifications due to disabled settings. Installation rates vary widely but 50-70% of sent links resulting in installation is typical.
Q: Can I test if a specific customer will receive notifications? A: Yes. Send them a test notification from their customer profile or via Push Automation. Then check Latest Updates section to see if it was processed. Ask the customer to confirm receipt.
Q: What should I do about customers who keep missing notifications? A: After troubleshooting, if issues persist, communicate with these customers via email or SMS instead. Some users prefer not to receive push notifications, and that's okay—meet them where they are.
Q: Do customers need to keep the card "open" to receive notifications? A: No. Notifications are delivered whether the card is open or closed, as long as the device has internet connectivity and notifications are enabled. However, notifications may not display while the card is actively being viewed (iOS/Android design choice).
Related Articles
Push Notification Delivery Time - Understanding when notifications arrive
Push Notifications - How Automated Messages Work - Configuring notification automation
Push Notifications on iPhone (iOS) - iOS-specific customer guide
Push Notifications on Android - Android-specific customer guide
Email Delivery - Send Loyalty Cards via Personalised Links - Alternative communication channel
Installing Cards in Apple Wallet - iOS installation guide
Installing Cards on Android - Android installation guide
Still experiencing notification delivery issues? Contact support with specific customer IDs, their platform (iOS/Android), and any error messages for personalised assistance.