Frequently asked questions about push notification delivery

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Learn the answers to common questions surrounding push notification delivery.

In the sections below, we answer the following questions:

• Why was a profile skipped from a push notification?
• If someone deletes the app from their device, will we show a relevant metric in Klaviyo?
• Why are push notifications not being delivered to the device after sending?

Why was a profile skipped from a push notification?

There could be many reasons why a push notification was skipped. However, the most likely ones are:

• Smart Sending (e.g., a push notification was recently sent to the profile)
• Missing push token or permission to send standard push notifications. For example:
  • The app has not registered a push token with Klaviyo.
  • The person has never enabled push notifications or has disabled them, and Klaviyo has received that permission status. A token can still be stored even when standard notifications are not allowed.
  • Klaviyo removed an invalid push token after a failed send, which can happen after the person deletes the app.

If someone deletes the app from their device, will we show a relevant metric in Klaviyo?

Klaviyo does not have an “app deleted” metric. If Apple or Google rejects a notification because its push token is invalid, Klaviyo records a Bounced Push event and removes that push token from the profile. Deleting the app can invalidate its token, but a Bounced Push event alone does not confirm that the app was deleted.

A Bounced Push event can also occur for other sending errors. Skipped sends and notifications accepted by Apple or Google but not displayed on the device do not create this event. See other failure reasons in this article on push notification delivery.

Why are push notifications not being delivered to the device after sending?

If you see a Bounced Push event on the profile, open its Activity details and review Error Name and Error Description with your app developer. To check for setup issues, confirm the configuration in Settings > Push notifications > Mobile app settings and the Klaviyo SDK integration.

There are also 5 other potential issues:

1. The profile does not have a push token (i.e., Missing Push Token). In this case, the profile will be skipped, and Klaviyo will not attempt to send a push notification to it.
2. The token on the profile is invalid, for example, because the user deleted the app. When Apple or Google rejects the token as invalid, Klaviyo records a Bounced Push event and removes the token from the profile.
3. The user disabled push notifications for the app. In this case, Android or iOS may not notify Klaviyo that the user disabled notifications, so Klaviyo may show the push notification as delivered, but the user will not see it.
4. The recipient claims they don’t see the notification because the app is open on the device (i.e., the app is foregrounded) when the notification is delivered. When testing push notifications, we recommend closing the app and locking your phone. If you would like, your app developer can implement support for foreground push notifications in the Klaviyo SDK.
5. There’s an issue with the intended recipient’s device. Received Push events are triggered when Apple’s or Google’s push notification service accepts Klaviyo’s request. This does not confirm that the notification appeared on the device. For example, the device may be in do not disturb mode, in low-power or battery-saving mode, or missing network connection, all of which can prevent push notifications from being displayed.

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