> For the complete documentation index, see [llms.txt](https://highlightcards.gitbook.io/getting-started/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://highlightcards.gitbook.io/getting-started/how-to-use-highlightcards/push-notifications/push-notification-delivery-troubleshooting.md).

# Push Notification Delivery Troubleshooting

## **iOS (Apple Wallet) — Common Reasons & Fixes**

#### **1. The card is not installed in Apple Wallet**

Only customers with **Card Status: Installed** can receive push messages.\
Go to the [**Customers** **menu**](https://app.highlightcards.co.uk/clients) and verify the status.

<figure><img src="/files/WfVRpPauQf0fxtTIoJwD" alt=""><figcaption></figcaption></figure>

If the status is **Not Installed**, resend their unique card link and ask them to install the card.

<figure><img src="/files/F6tJKB0Hv3GhSyzabJKU" alt=""><figcaption></figcaption></figure>

#### **2. “Do Not Disturb” or Focus Mode is enabled**

If Focus or Do Not Disturb is on, push notifications may not appear.

Ask the customer to:

* Turn off **Do Not Disturb / Focus Mode**
* Re-test receiving notifications

#### **3. Wallet notifications are disabled**

iOS must allow notifications for the Wallet app.

Ask the customer to check:\
**Settings → Notifications → Wallet** → **Allow Notifications**

If disabled, push messages will not be displayed.

<figure><img src="/files/hZ2UcsCl78LNXq6SnD4H" alt="" width="375"><figcaption></figcaption></figure>

#### **4. Automatic Updates are turned off**

Apple Wallet requires **Automatic Updates** to process push messages.

Customers should:

1. Open **Wallet**
2. Tap the card
3. Tap the **three dots (…)**
4. Go to **Pass Details**
5. Turn **Automatic Updates** on&#x20;

<figure><img src="/files/J0gAr5WiVLqySEFlAHLC" alt=""><figcaption></figcaption></figure>

## **Android (Google Wallet) — Common Reasons & Fixes**

#### **1. Wallet notifications are disabled**

For Google Wallet cards, the app must have permission to show notifications.

Ask the customer to check:

* **Google Wallet notification settings → Allow Notifications**

❗ Google only displays **up to three push notifications per day** on the lock screen.\
This is a Google limitation.

<figure><img src="/files/mMCZBFV166VCecoCnTpJ" alt="" width="375"><figcaption></figcaption></figure>

#### **2. Notifications are disabled inside the loyalty card**

Google Wallet has a card-level notification toggle. If it’s off, the device will not receive pass updates.

Ask the customer to:

1. Open **Google Wallet / G Pay**
2. Tap their **Loyalty Card**
3. Tap the **three dots (…)** → **Details / Pass Details**
4. Enable **Get notifications for this loyalty card**

This must be switched **ON**&#x20;

<figure><img src="/files/22nH625boaE0HXARqcuQ" alt=""><figcaption></figcaption></figure>

## **Android (PWA Cards) — Common Reasons & Fixes**

#### **1. Push notifications are disabled on the pass**

For PWA-based cards:

* Open the card
* Go to **Settings** on the back of the card
* Ensure **Notifications** are **enabled**

<figure><img src="/files/opsRATSgo7Cv7ho6sjTc" alt="" width="375"><figcaption></figcaption></figure>

#### **2. Browser notifications are blocked**

PWA push notifications require the browser to allow them.

Ask the customer to verify:

* Browser → **Site Settings → Notifications → Allow**

<figure><img src="/files/a3OzHKoq2hztZIbrkCzl" alt=""><figcaption></figcaption></figure>

❗ Not all browsers support push notifications.\
We recommend using **Chrome** for reliable delivery.


---

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