Troubleshooting: Push Notifications Not Sending or Disappearing

🔔 You scheduled a push notification and it either never sent, didn't show up in delivery logs, or disappeared entirely. Here's how to figure out what happened.

Step 1: Check Your OneSignal Delivery Log

The first thing to do is verify the notification's status in OneSignal:

1. Log into your OneSignal account
2. Navigate to Messages → Push
3. Find the notification in question and check its status

What the statuses mean:

• Delivered — sent successfully. If customers say they didn't receive it, the issue may be on their device (notifications turned off, old app version)
• Failed — something went wrong on send. Note the error code and contact your CSM
• Queued / Pending — still in process, give it a few minutes
• Missing entirely — the notification may not have been saved properly. See below

Step 2: If the Notification Disappeared Completely

If you scheduled a notification and it no longer appears anywhere in OneSignal, this is a known issue that needs to be flagged to our team immediately. It's rare, but it has happened.

Contact your CSM right away and include:

• The dispensary name and location
• The scheduled send time
• What the notification was supposed to say
• Approximate time you noticed it was missing

We'll investigate on the backend and confirm whether it was a system issue or a scheduling error.

Step 3: If Notifications Are Sending But Customers Aren't Receiving Them

This is usually a device-level issue rather than a platform issue. Common reasons:

• The customer hasn't enabled push notification permissions for your app on their phone
• The customer is on an old version of the app that may have sync issues
• The customer recently reinstalled the app and hasn't re-opted in

You can remind customers to check their notification settings by:

• Sending an in-store prompt at checkout
• Posting a social reminder
• Including a note in your next email or SMS

Step 4: If This Is Happening Repeatedly

If multiple notifications are failing or disappearing, contact your CSM — don't keep rescheduling without flagging it. A pattern usually indicates a configuration issue that needs a dev fix.

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Still stuck? Reach out to your CSM with as much detail as possible — including screenshots of OneSignal and the exact notification details.