Not receiving push notifications

[EmilyTapestrySupport]

On the new iOS and Android apps it is possible for a user to receive push notifications on a device. Please note, these new apps are separate to the original app and will need to be downloaded separately. Therefore it's not possible to upgrade the original app to them, you will need to download them from the App/Play store. You can see this article for information about downloading the iOS version and this one for information about the Android version. 

In this tutorial we will help you work out why a staff member or relative isn't receiving push notifications. Please note it is designed for managers on Tapestry, as it involves checking some settings within the Control Panel.

Before we get started, it's important to know that push notifications do not work on Amazon Fire devices, so if you are using a Fire tablet, you will not be able to receive push notifications. 

 

The first things for you to check if a staff member or relative has informed you they are not receiving push notifications, is that you have it all set up correctly. You will need to check whether you have allowed them to receive notifications from Tapestry and also allowed them to receive push notifications.

To do this you will need to click on your name in the top right-hand corner of the screen (1) and select 'Control Panel' from the drop-down list (2). You'll then need to select the 'User Permissions' option from the left-hand menu (3) and choose either the 'Staff' or 'Relatives' tab from the top, depending on the type of user you are trying to help (4). 

 

 

You'll then need to scroll down to the section called 'Notifications'. 

Here you will need to make sure that both the options 'receive notifications' (1) and 'allow push notifications' (2) are set to 'permitted'. If either option is set to not permitted, this will be why this user is not receiving push notifications. 

To change either option to permitted, you just need to click on the 'Edit' button (3). Remember, you can set user permissions on Tapestry to apply to all staff/relatives or you can set them individually. This tutorial explains this in more depth. 

 

 

If both of these options are set to permitted, the next thing to check is that this user has enabled push notifications on the device they want to receive them on. 

They can do this by logging in to the app and tapping on the 'You' button in the bottom right-hand corner. 

 

 

 

Then in the list of options you'll need to look for the one about push notifications. If it says 'Enable Push Notifications On This Device' it means this has not been turned on. You just need to select that option to enable it. 

 

 

There are two options you will need to ensure are set to permitted to receive push notifications on a specific device, the first is 'permission from you' (1) and the other is 'iOS allows notifications' (2). The second option is actually a setting within that specific device. 

Once both options have been slide across and show as green, push notifications will then be enabled. 

 

 

If push notifications have also been enabled by the user on their device, there are a few other reasons why they haven't received a push notification. These are:

• The device has not been active for a while, unfortunately this is determined by Apple and is not clear as to exactly how long, but probably for a week at least
• They were not the last person to log into the Tapestry app, it only sends notifications for the last person to log in

 

If you have not received push notifications and it's not for any of the above reasons, please get in touch with us by emailing customer.service@eyfs.info. 

 

 

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