Notification not received
Troubleshoot a missed notification: no wallet pass, exhausted balance, an empty trigger message, working hours, or the Google Wallet radius.
Work through these checks in order — most missed notifications come down to one of five causes.
Check these in order
- Does the customer have a wallet pass?
Only customers with the card added to Apple Wallet or Google Wallet get lock-screen messages. A customer on the web card fallback can't receive them — see Web card fallback.
- Is the message balance exhausted?
Every send draws from the shop's monthly message balance. If it's used up, sends stop until the balance resets or you top up — see Message balance and Plans and limits.
- Is the trigger on but the message empty?
An automatic trigger can be switched on with no message text, which sends nothing while looking configured. See The dead-config trap.
- Is it outside your working hours?
Broadcasts and scheduled campaigns wait for your next open slot instead of sending outside Business Hours — see Working hours.
- Is this a geofence message on Google Wallet?
The geofence radius slider only controls Apple Wallet. Google Wallet decides its own proximity trigger distance, so it may not match the radius you set — see Geofence message and radius.