📫Why aren't my customers receiving push messages?

Why aren't my customers receiving push messages?

Push notifications are delivered to the customer's device, but whether they are displayed on screen depends on the device settings. If your customers are not seeing push notifications, follow the troubleshooting steps below for their device type.

How to check if the push was actually delivered

The last received push notification is always displayed on the back of the card — regardless of device type (Apple Wallet, Google Wallet, or PWA). Ask your customer to open the back of their card and check if the message is there.

If the message is visible on the back of the card but was not shown as a pop-up on screen, the push was delivered successfully. The issue is in the notification settings on that specific device.

Here are some reasons why your customers may not receive push messages from you.

Card status must be "Installed"

Only customers with card status "Installed" can receive push notifications. Go to Customers and check the card status. If the status is "Not installed" or "Deleted", the customer will not receive pushes.

Common reason for "Deleted" status: on iPhone, if the customer (or iOS itself) turned off Automatic Updates on the card, the system loses connection and marks the card as deleted, even though it is still in the Wallet. To fix this, ask the customer to open the card → tap ⋯ → turn Automatic Updates back on.

Push notifications are sent per card template

Customers only receive push notifications for the specific card they have installed. If you have multiple card templates (e.g., a cashback card and a membership card), a push sent for one card will not be received by customers who have the other card installed.

iPhone (Apple Wallet) — troubleshooting steps

Enable notifications for Wallet

1. Open Settings → Notifications → Wallet.

2. Turn on Allow Notifications.

3. Enable: Lock Screen, Notification Centre, and Banners.

Check notifications for the specific card

1. Open Apple Wallet.

2. Select the card.

3. Tap the ⋯ (More) button.

4. Make sure both Notifications and Automatic Updates are turned ON.

Check location-based notifications

Some cards use location triggers for push notifications.

1. Go to Settings → Privacy & Security → Location Services.

2. Turn on Location Services.

3. Find Wallet and set access to "While Using the App".

4. Turn on Precise Location.

Check Focus / Do Not Disturb mode

1. Go to Settings → Focus.

2. Make sure no active Focus mode is blocking notifications.

3. Or add Wallet to the list of allowed apps.

Check Background App Refresh

1. Go to Settings → General → Background App Refresh.

2. Make sure it is turned on (Wi-Fi & Cellular Data).

Restart the device

Turn off the iPhone and turn it back on. This can resolve temporary notification issues.

Android (Google Wallet) — troubleshooting steps

• Check notification permissions for Google Wallet in phone settings (they may be blocked).

• Google limits push display to 3 notifications per day per card shown on screen. If a customer has multiple cards, each card can receive up to 3 notifications per day. This is a Google limitation beyond our control.

PWA (browser-based cards) — troubleshooting steps

• Push notifications for PWA cards only work in supported browsers. We recommend using Chrome.

• Check browser notification settings — the customer may have blocked notifications.

• Open the card → tap Details → tap the three-dot menu → make sure notifications are enabled.