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Troubleshooting

A driver isn't receiving notifications

Why a push might not arrive, starting with the app's own list and the phone's permission.

Most notification problems come from the phone's permission rather than the app. The phone asks for permission during account setup, when the driver continues from the notifications step, and again if they set the app up on a new phone. The permission belongs to the phone.

Checks, in order

  1. The app's Notifications list. Every message sent to the driver appears under the bell on Home, whatever their settings. If it is there, only the push to the phone is affected.
  2. Phone permission. Ask the driver to open their phone's settings, find the app, and check that notifications are allowed. If they chose Don't Allow during setup, this is where they turn them on.
  3. Notification type. Under Profile > Preferences in the app, the switch for that kind of message is on. The driver profile in the portal shows the switches under Contact & preferences. Only the driver can change them, and they are locked while the phone's permission is off.
  4. Audience. Under Messages sent to this driver on the driver profile, confirm the message was sent to them.

The lock screen shows only a short line for the type, such as "There's an update on your claim." The details are in the app.

Warning: Notifications cannot be forced on. When a driver asks for help, the phone's permission is the first thing to check.

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