Troubleshooting · Phone
Requests do not reach my phone (notifications)
Symptom
You ask for an approval in the browser, but the phone shows no notification. When you open the app, the request is there under «Pending requests».
Why does it happen?
The notification is only an alert: the request always stays on the service and the app fetches it when you open it. The most common reasons the alert does not arrive are:
| What the app shows | Cause |
|---|---|
| «Approval requests are silenced in the phone settings. Turn them back on so each request pops up on screen.» | The notification channel was silenced |
| A warning that background battery use is restricted | Battery saving stops the app from waking |
| «Turned off: open the app to see requests» | The app's notifications are off |
| «Not registered yet» under «New-request alerts» | The phone has not registered the alert with the notification service yet |
Other causes: no network, a corporate network that blocks Android's notification service, or "Do not disturb" mode.
Fix
- Open the app. If a warning appears, tap «Open notification settings» or «Open app settings» and fix it.
- Allow notifications and unrestricted background use.
- Check the account's details: «New-request alerts» should show a registration date.
- Test on another network, for example mobile data.
- Meanwhile, open the app whenever you ask for an approval: the request shows in the list.
When to escalate
Self-hosted administrator: without the notification service configured, phones show «Not available in this build: open the app to see requests». Configure it, or contact support if it is already configured.
Error codes in this article
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