Troubleshooting guide for mobile app notifications

This article will help you resolve common issues with mobile notifications. The majority of such issues are caused by the mobile device preferences and settings. You can resolve them by tweaking those preferences and settings, so that they no longer prevent notifications from being displayed and/or sounded.

Before you contact our support - please check your LiveChat notification settings and your device settings described below. Our Support Heroes will need this information when you start a chat with them, and you will most likely be able to resolve the issue yourself in the process!

Before you contact our support - please check your LiveChat notification settings and your device settings described below. Our Support Heroes will need this information when you start a chat with them, and you will most likely be able to resolve the issue yourself in the process!

Check your notification preferences

To access push notification preferences in the LiveChat app, go to Profile>Notifications. Make sure that all notifications you wish to receive are enabled. If you enabled one of the Do Not Disturb options, make sure that:

• for When I’m active on desktop, you are not logged in to LiveChat on your desktop. If you are, notifications will only be sent to the LiveChat app on your computer.
• for When I’m not accepting chats, your status is switched to Accept chats (the toggle in Profile is set to green). With this setting, you will only receive notifications when you accept chats.

In-app troubleshooting

You can use the troubleshooting section in LiveChat to diagnose the problem. Troubleshooting in LiveChat will run tests to make sure that your app and device configuration does not interfere with notification delivery. If you’re not receiving notifications, give these steps a try:

1. Go to the Profile app screen and tap on Notifications button.
2. Scroll down to the bottom to find the Troubleshooting button and tap it to run the diagnostic test.
3. If there was any problem with notifications you will see a warning message. A report about the errors will also be generated and sent to us.

Troubleshooting on Android devices

Notifications on Android devices can be blocked by the device settings or third-party apps. For example, you might experience issues with notifications, if you use a battery optimization app to keep your phone alive longer. This kind of app can prevent your phone from connecting to push notifications servers when you put your phone to sleep. You could try to disable battery optimization in such an app, to see if it resolves your issue. It may also be a good idea to uninstall the battery optimization app altogether.

Please see below for a list of device settings that can cause push notification issues and the troubleshooting steps you can take. Make sure to restart your device after you follow the steps to ensure that the changes have been successfully applied.

Battery optimization

Devices with Android 9.0 and newer have a new Adaptive Battery preference. It can interrupt LiveChat notifications. Please check your settings:

1. Open the Settings on your phone.
2. Tap Battery>Adaptive Battery or Battery Manager.
3. Tap Restricted apps, and make sure the LiveChat app is not listed there.
4. Restart your device to ensure that the changes have been successfully applied.

On devices with Android 7.0 and newer, LiveChat app notifications can be interrupted due to Battery Optimization. Follow the instructions below to check your settings:

1. Open the Settings on your phone and tap Apps.
2. Tap the menu icon in the upper-right corner of the screen and choose the Special access option.
3. Select Battery optimization>Apps not optimized>All apps.
4. Find LiveChat and turn off battery optimization for it.

Restart your device to ensure that the changes have been successfully applied.

Restricted data usage

Push notifications can be delayed by background process issues with push notifications. Such behavior may be caused by restricted data usage when the app is in the background (especially when you are using cellular data). LiveChat needs access to the internet connection to receive information about new notifications. Follow the instructions below to check your settings:

1. Open your phone’s Settings and tap Data Usage.
2. Select Cellular data usage/Wi-fi data usage, tap LiveChat, and make sure that the options Background data and Unrestricted data usage are enabled.

Restart your device to ensure that the changes have been successfully applied.

Data saver

The Data Saver Android feature can prevent LiveChat from sending and receiving data in the background. This may cause push notifications to arrive on your device later than usual. You can disable the Data Saver on your device and check if that resolves your issues with notifications delivery. Navigate to Settings>Network & Internet>Data Saver and toggle off the Use Data Saver option.

Restart your device to ensure that the changes have been successfully applied.

App cache

If notifications are delayed only in LiveChat, clearing the app cache could help resolve this issue. Follow the steps below to clear the cache:

1. Open Settings and select Apps & notifications.
2. Find and tap LiveChat app.
3. Select the Storage & cache option and tap the Clear Cache icon to clear the application cache.

Tweaks done by manufactures

Some device manufacturers have modified the Android operating system, and those customizations can interfere with push notifications delivery. Depending on the make and model of your device, you may need to follow different steps to enable notifications for your device.

Asus

1. Go to Settings and choose Power Management>Auto-start Manager. Make sure that LiveChat is enabled.
2. From the app drawer, tap Mobile Manager>Boost>Enable Super Boost. Select the Protected option and make sure that LiveChat is on the list.

Huawei

1. [Honor 6] Go to Settings>Power Saving>Protected Apps and make sure that the app is selected there.
2. [Honor 6] Go to Settings>Notification Manager and select Notify for LiveChat to receive push notifications.
3. [Honor 8] Go to Settings>Advanced Settings>Battery Manager>Protected Apps and enable LiveChat.
4. [Honor 8] Go to Settings>Apps>Advanced>Ignore Battery Optimizations. Select LiveChat to ignore the optimization for it.
5. [Honor 8] From the app drawer, tap Settings. Select Notification Panel & Status Bar>Notification Center. Tap on LiveChat and make sure that the Allow Notifications and the Priority Display options are enabled.

Since May 16, 2019 Google Services do not work on Huawei devices (this affects only new devices). Please see official info from Google. As a result, notifications do not work on those devices.

Since May 16, 2019 Google Services do not work on Huawei devices (this affects only new devices). Please see official info from Google. As a result, notifications do not work on those devices.

Xiaomi

1. From the device drawer, tap Settings. Select Manage apps and find the LiveChat application. Enable Autostart option and tap on Battery saver and choose No restrictions option.
2. Go to Settings and select Notifications & status bar>App notifications. Tap LiveChat, and enable Priority and Floating notifications options. Make sure that the Show notifications option is also enabled.

OPPO

1. Go to Settings>Advanced Settings>Battery Manager>Protected Apps. Enable LiveChat app protection.
2. Go to Settings>Battery>Energy Saver. Find the LiveChat app and disable Freeze when in Background, Abnormal Apps Optimization and Doze options.
3. Go to Settings>Notifications Panel & Status Bar>Notification Center, find the app, and enable Allow Notifications and Priority Display.
4. Open Security app and select Privacy Permissions>Start up manager. Find LiveChat and ensure it’s enabled.

Samsung

1. Go to Settings>Apps and select LiveChat. In the App Settings choose Notifications, Messages & Mentions, and then Advanced. There, select the Do Not Disturb Custom Exception option.
2. From the app drawer, tap Settings>Device management>Battery>Unmonitored apps and add LiveChat to the list to exclude it from battery optimization.

OnePlus

1. Adjust your battery optimization to allow notifications when the LiveChat app is running in the background by navigating to Settings>Battery>Battery Optimization>Advanced Optimization (select it from the top right menu) and turning it off for the app. Turning off optimization can be found on some models in Battery Optimization>Apps not optimized>All apps. There you will be able to find the app and make sure that it’s set to Don’t optimize.

Troubleshooting on iOS devices

As with Android devices, notifications issues are mostly related to the battery or network settings.

Notifications status

Go to Settings and select Notifications. Then tap on the LiveChat application and make sure that the Allow Notifications option is enabled.

Battery Low Power Mode

Low Power Mode reduces background activities like downloads and notifications fetch. It can delay notifications when the phone is on sleep, reduce the rate at which notifications can be received or turn them off completely. Follow those steps to check your setting:

1. Go to Settings and tap on Battery option.
2. Disable Low Power Mode option.

Do Not Disturb

Enabled Do Not Disturb mode prevents the notifications from popping up on the screen but still shows in the Notification Center of the device when you swipe down. Check if it’s enabled in Settings>Do Not Disturb.

Need more help?

The configuration of app notifications can vary significantly from one device to another. If after reading this article and checking your device settings, your notifications are still not working correctly, please contact us directly by email or start a chat with us. Our Support Heroes will help you to solve the problem.