Push Notification Troubleshooting for CSRs

Q: An EyeOnWater user did not receive a push notification as expected. What went wrong and how can it be fixed?

A: There are many potential causes, including: 

App Permissions: Ensure the customer has enabled push notifications for EyeOnWater in their device settings.

Android
Assuming your customer enabled push notifications via the app, for troubleshooting we recommend having the customer do the following:

1. Open the Android device’s Settings app. 
2. Select Notifications App settings.
3. Select the EyeOnWater app. 
4. Toggle on Allow Notifications. 
5. Choose Alert Options: At a minimum enable Lock screen and Badger.
6. If desired, enable Sound to get audible notifications.
    

iOS
There are multiple ways to enable EyeOnWater for iOS push notifications. Assuming your customer enabled push notifications, for troubleshooting we recommend checking the customer’s iOS Settings by asking them to do the following:
 

1. Navigate to Settings: Open the iOS devices Settings app, scroll down and select Apps, then EyeOnWater. 
2. Allow Push Notifications: Select Notifications.
3. Choose Alert Options: Select at a minimum the Lock Screen and Notification Center.For more information, see the Apple Technical Support page on changing notification settings.
4. Sound and Badges: Toggle Sounds and Badges if you want audio alerts or a badge icon on the app.

Network Connection: Push notifications require a stable internet connection (Wi-Fi or cellular data). 

Do Not Disturb Mode: If enabled, Airplane, Do Not Disturb or Focus Mode can silence notifications.

App Version: Verify the customer is using at a minimum these versions of the app, as outdated versions may have issues:

• Android EyeOnWater v2.15.00402, Android 13 or greater.
• iOS EyeOnWater v2.14.13, iOS 15 or greater.

Battery Optimization Settings: Some devices restrict notifications to save battery. Ensure that the EyeOnWater app is excluded from battery-saving settings. 

If all settings are correct and the issue persists, suggest reinstalling the app and possibly clearing its cache and restarting the device.