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MobilePush message was not received

Veröffentlichungsdatum: Sep 25, 2025
Beschreibung
This article will guide the initial recommended steps for self-diagnosing a potential SDK issue and how to get further assistance.
Lösung
Start by thinking about the Device itself and look at whether it should have received the message.

Definition: "the device" will be used to identify the device that was sent a push, should have received it, but did not.

Step 1: Are you using the latest version of your App and the MobilePush SDK? Upgrading to the most recent version is the best way to mitigate issues. Step 2: Is the Device Registered?
  • Check within Contact Builder > All Contacts > search for the ContactKey of your contact. *Note : if your code is set to setContactKey to a specific value then search for this value. If you are not using the setContactKey function, then use the DeviceID to search.
Step 3: Is the Device Opted in?
  • Device notification settings will control whether a Contact is ‘Opted-in’ or ‘Opted-out’ for MobilePush.
Step 4: Is the Device in the audience list?
  • If using a List or Data Extension to send, verify the expected Device is included through MobilePush > Manage > Lists or Contact Builder > Data Extensions.
Step 5: Was the Send Successful?
  • It is recommended to verify through a very simple Push Message which includes no ampscript or other customization if a send can be successful to a new Device/Contact.
  • This can be verified through Contact Builder > All Contacts > then searching by the ContactKey/DeviceID used.
Nummer des Knowledge-Artikels

000380815

 
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Salesforce Help | Article