You can troubleshoot the issue by following these steps:
- Please ensure that your phone's system permissions allow our app to send push notifications.
- Make sure you have enabled push notifications in the app: Open the app, go to "Me," select "Settings," then "Message Center," and turn on "Device Alerts."
- Check if the "Do Not Disturb" feature in the "Message Center" is enabled. If it is, please disable it.
- If you've confirmed that your phone and devices allow receiving push notifications but still do not receive them, please check the "Message Center" in the app to see if there are any new notifications.
- Some Android phones have power-saving features that may close the app's background processes, which could prevent push notifications. Please turn off the power-saving feature on your Android phone or add the app to the power-saving whitelist (if there is no whitelist option, you will need to disable the power-saving feature).
- Lock the app's background process in the background management page of your Android phone so that the Android system will not automatically close the app's background processes (this feature can be found in Android systems that display a "lock" icon on the app's background process).
- In the system settings of your Android phone, allow the app to auto-start; otherwise, the Android system may periodically close background processes of unused apps, affecting the normal push notifications from the app.
If the push notification feature in the app's message center is enabled, and the phone permissions for push notifications are also turned on but you are still not receiving any messages, please contact our support team and provide them with your device ID and the expected notification content.