Push non-delivery and complaints

Push non-delivery overview

Non-deliveries mean push messages aren't reaching recipients. Push notifications are a vital way to stay connected with updates and alerts. However, there are times when notifications may not reach your device as expected.

They can be sent via a browser (web) or your own (native) mobile application (iOS or Android) which can result in invalid status errors.

This guide outlines common reasons for non-delivery and what you can do to ensure you receive notifications.

Learn more about managing push notifications.

Invalid push statuses

The following table describes the Push status attributes for an Invalid Push activity.

Invalid push status	Description
Contact missing relevant push permissions	The contact does not have the necessary push notification permissions enabled on their device or platform. As a result, the push notification cannot be delivered. To resolve this, ensure that the contact has granted permission to receive push notifications for your app or service.
Contact was opted out	The contact has unsubscribed from receiving push notifications and an attempt was made to send a notification to them despite their unsubscribed status.
Failed to find any registered device	Any devices the contact had previously used to register for push notifications are no longer active. Contact will need to re-confirm permissions for their device(s).
Failed to send push notification, please contact support	There was an error with sending the push notification that requires deeper analysis from our engineers. For further assistance please contact our support team.
Push daily notification per contact limit reached	You’re allowed 30 notifications every 24 hours; if you reach the limit, you’ll need to wait until the oldest notification expires to send more.
Push notification bad device token	The token being sent from the user's device to Ortto fails. The user should try removing the application from their device, re-installing and accepting push notification permissions again.
Push notifications disabled	The push notification platform selected was switched off via account settings at the time of sending the notification to the recipient.
Push notifications prevention limit reached	The push notification frequency limit set in your account has been reached for this recipient.
Push notification outside contact waking hours	The “Do not send push notifications within Journeys outside of waking hours, except for notifications set to ignore limits” setting was turned on in push notification limits and the push notification was sent outside of waking hours for the person's timezone (9pm - 8am).
Temp-error	This error is usually related to a one-time experience and shouldn’t cause issues for future campaign attempts to that contact. Please contact our Support team for advice if this error persists.
The device token is no longer active / Requested entity was not found	The application was uninstalled or the token has changed (can be a result of the user deleting the application cache). The user would need to reconnect the application and register for a new token by accepting push notification permission again.
Invalid push notification	Apple sends this error if there is a mis-alignment between your Bundle ID and certification for the application. Please review all iOS settings are correct and try again.
Invalid push certificate	The certificate in your account settings does not match the app's certificate. Update the certificate and re-request permissions from all contacts who confirmed with the old one (as tokens are signed by the certificate). Find more information on the certificate steps in create a certificate.