Overview

If your customers aren't receiving push notifications, it's usually down to one of a few common causes. This guide walks through each scenario and how to resolve it.

The card isn't installed

Only customers with a card status of Installed can receive push messages. If a customer signed up but never completed the installation, they won't receive anything.

How to check: Navigate to the Customers section and check the Card Status column. If it shows "Not Installed," the customer has registered but hasn't added the card to their device.

How to fix: Open the customer's profile, copy their unique card installation link, and send it to them with instructions to install the card.

Google Wallet notification settings

If the card is installed in Google Wallet, check the following:

The customer may not have granted notification permissions for Google Wallet. Ask them to check their wallet notification settings
Google limits push notifications to three per day displayed on screen. If you've sent more than three in a day, the customer may not see all of them

Important: The three-notification daily limit is a Google restriction and cannot be changed.

Automatic Updates disabled on iPhone

If the card is installed in Apple Wallet but the customer isn't receiving notifications, they likely have Automatic Updates turned off.

How to fix: Ask the customer to open their card in the Wallet app, tap the three-dot menu (···), then tap Notifications (the option with the bell icon). This opens the notification settings where they should make sure both Automatic Updates and Allow Notifications are enabled.

Push notifications disabled on Android (PWA)

If the card is installed as a PWA but the customer isn't receiving notifications, check the following:

Card notification settings — Ask the customer to open the card, tap Details, then tap the three-dot menu to check if notifications are enabled
Browser notification settings — The customer's browser may be blocking notifications at the system level. Ask them to check their browser settings and ensure notifications are allowed for the PWA
Browser compatibility — Not all browsers support PWA push notifications. We recommend using Chrome for the best experience

FAQs

How can I tell if a customer's card is installed?

Check the Card Status column in the Customers section. "Installed" means they'll receive notifications. "Not Installed" or "Deleted" means they won't.

Is there a daily limit on push notifications?

Google Wallet displays a maximum of three push notifications per day on screen. Apple Wallet and PWA do not have this limitation.

What if the customer has the card installed but still isn't receiving notifications?

Ask them to check their notification settings on the card itself (Automatic Updates and Allow Notifications on iPhone, or notification toggle on Android). If those are enabled, ask them to check their phone's system-level notification permissions.