Help Center
Getting started
Getting started & setup
- How do I import email, SMS, WhatsApp, and Viber contacts from one CSV file?
- Why does AI Assistant ask me to approve an action, and how do I approve it?
- Do I need a Mac or a Google JSON key to set up Wallet passes?
- What do I need to prepare to set up SAML Single Sign-On with Pushwoosh?
- How do I get updates about SDKs, platform releases, and system maintenance?
- How do I set up Single Sign-On (SSO)?
Push notifications
Push notifications
- How do I check the Liquid in my push preset for errors before saving?
- How do I make a geo campaign run only between two dates?
- Can Pushwoosh fill in my push title, text, and image from a web page?
- How do I send every new article from my news feed as a push or inbox message automatically?
- How do I fill a push automatically with products from my catalog or articles from a news feed?
- How do I add a push translation for a language none of my users have yet?
Troubleshooting: iOS delivery
- Why is the close button missing and why do triggers repeat on iOS?
- Why do Live Activity updates stop when the app is closed?
- Why do external URLs in push notifications open as deep links in my Flutter iOS app instead of Safari?
- Why do push-to-start Live Activity notifications stop working after a while?
- Why do foreground push notifications fail in Pushwoosh when Firebase works?
- Why do Universal Links in push notifications open in both the app and the browser (double opening) on iOS?
Troubleshooting: Android delivery
- Why can't the Pushwoosh SDK connect on devices with Android 7.0 or older?
- Why didn't my push notification appear on an Android device when Pushwoosh shows it as sent successfully?
- FCM Uninstall Tracking & Token Invalidation Delays
- Why does the `requestCallPermission` callback on Android only work the first time it's called?
- Why is my Rich Media In-App message cropped when displayed as a modal dialog on Android?
- Why are my time-sensitive scheduled notifications being delayed, and how can I improve delivery precision?
Troubleshooting: delivery & tokens
- How do I build a segment of users who opened or clicked a specific email?
- How do I check my email for broken links or a missing unsubscribe link before sending?
- How do I show products from my store in emails and keep prices up to date?
- How do I fill an email Products block with recommended products automatically?
- How do I include the latest articles from my news feed in an email or SMS?
- How do I save my brand styling once and apply it to every email and in-app template?
Troubleshooting: email
- Why are some contacts not receiving my marketing emails? (sunset policy)
- Why did my email open and click rates drop?
- Why do other platforms, such as iOS or Android, appear in my email campaign statistics?
- Why does my email test show a "HEADER_FROM_DIFFERENT_DOMAINS" warning?
- Why are some email addresses skipped or failing to register during a CSV import?
- Why do some recipients see placeholder text (e.g., "Header 01", "Button Text") in their emails while others see the correct content?
Web push
Web push
- How do I set up a web popup campaign on my website?
- How do I show a web popup only to visitors who haven't subscribed to push yet?
- Why doesn't my web popup campaign show on the page I chose?
- How do I create a segment to target web push subscribers and exclude mobile app users?
- How to use a custom service worker with the Web Push SDK
- Can I transfer web push subscribers to a new domain?
Troubleshooting: web push
- Why does the Chrome browser logo appear instead of my custom icon on Windows web push notifications?
- Why are new web push subscribers not receiving a push token?
- Why does the Web SDK load the wrong Application Code when navigating between subdomains?
- Why is the Subscription Widget not appearing when using the Web SDK via NPM?
- Why am I not receiving events from the Event Streaming Integration at my webhook endpoint?
- Why isn't the browser's native permission prompt showing after a user accepts my custom web push prompt?
SMS, WhatsApp & other channels
SMS, WhatsApp & channels
- How do I see how many SMS segments my message uses, and shorten links in it?
- How do I send a one-time SMS campaign without building a journey?
- How do I create an Apple or Google Wallet pass and send it to my users?
- Can I start a journey when a user shares their location in WhatsApp?
- Can I segment users or start a journey based on SMS or WhatsApp messages sent to them?
- How do I send a one-time WhatsApp message without building a journey?
Troubleshooting: other channels
- FAQ: Troubleshooting common WhatsApp configuration issues
- How can I manage WhatsApp user consent (opt-in) and avoid spam issues using Pushwoosh Journeys?
- Why are my WhatsApp messages with variables/placeholders failing to send from a Customer Journey?
- Why do I see the error "WhatsApp configuration is not available at the moment" when trying to set up the integration?
- Why are users not receiving subsequent messages in my WhatsApp Customer Journey?
- How do I fix WhatsApp display name issues or reset my connection to use a different WhatsApp Business Account?
In-app messages, Inbox & content
In-app messages & content
- Which timezone do the start and end times of an instant in-app campaign use?
- How do I upload an image once and reuse it in different messages?
- Can I duplicate an in-app message instead of building it again?
- How do I change how my in-app message appears and closes on the device?
- How do I create a native in-app message, and which SDK versions does it need?
- How do I make my web popups and in-app messages support dark mode?
Message Inbox
- How can I see which messages are in a specific user's Message Inbox?
- How do I retrieve statistics and open rates for iOS Inbox messages?
- Can I delete a sent Inbox message for all users globally via the API?
- How can I set a message to be stored in the Message Inbox for a specific number of days?
- How can I send a message directly to my app's inbox using the API without it appearing as a push notification?
- How to set a custom font in Inbox UI
Troubleshooting: content & rendering
- Why does my deep link in an in-app message fail for some languages?
- Why does the in-app message preview show placeholders like `{{...}}` instead of my actual content?
- Why do emojis appear as text codes (e.g., :smile:) in my notifications?
- Why are my push notifications with images failing to deliver, sometimes with a 'Message Too Big' error?
- Why does a special character or symbol display in the wrong font?
- Why does my push notification show my app's name instead of a custom title?
Audience & segmentation
Segmentation & targeting
- How do I build a segment of users near a specific location?
- How do I change the field labels and button text on my subscription form?
- How do I target users before an upcoming date, like a renewal or trial expiry?
- How do I segment users by part of a text tag value (starts with, ends with, contains)?
- How do I look up one subscriber and see their channels and activity?
- How do I build a segment of users who subscribed to or unsubscribed from a specific email category?
Troubleshooting: audience & tags
- Why does my CSV upload for audience creation show rows skipped?
- Why is the 'City' tag missing for some devices even though the 'Country' tag is set?
- Why is the number of users in my Segment lower than the number shown in Tag Statistics?
- Why is my calculated segment size much smaller than the estimated size shown in the preview?
- Why is my test device showing an 'Unknown Platform' and the QR code registration is failing?
- Why do some users appear in two segments that should be mutually exclusive (e.g., users who performed an action vs. users who never performed it)?
Automation & journeys
Automation & journeys
- How do I send a journey push only to the device the user used last?
- How do I use data returned by a webhook later in my journey?
- How do I automatically send the best-performing push variant in a journey?
- How do I send a journey message a set number of days before or after a user's date?
- How do I compare a user's tag or event attribute with another value on the same user in a journey?
- How do I archive or delete many journeys at once?
Troubleshooting: journeys
- How do I export devices that had delivery errors in a campaign?
- Why does the PW_DeviceRegistered event only trigger once per device?
- Why is the `pushReceivedCallback` not triggered when my Capacitor app is in the foreground?
- Why are users in my Customer Journey failing to receive pushes with a 'device not found' error?
- Why is the audience count in my Customer Journey different from the number shown in the Segment calculator?
- Why is my push notification status 'Waiting' even after the scheduled time has passed?
Analytics & reporting
Analytics & reporting
- How do I see Stripe revenue and new subscriptions in my Pushwoosh dashboards?
- Where can I see how many messages frequency capping blocked?
- Why did the opened and clicked numbers in my Message History CSV export change?
- How do I see whether my messaging actually drives conversions compared to the control group?
- How do I give a one-time message my own name in Message History?
- Can Pushwoosh track revenue from my events without any setup?
Troubleshooting: stats & reports
SDKs & API
iOS SDK
- iOS Push Payload Keys: content-available and mutable-content
- Do iOS push notifications work without the Pushwoosh SDK?
- How to include alerts, sounds, or relevance scores in iOS Live Activities
- How do I start an iOS Live Activity with a push notification without the user opening the app (Push to Start)?
- Why are images not showing in my iOS push notifications, even though they appear in the preview?
- How do I send high-priority or time-sensitive notifications on Android and iOS?
Android SDK
- How do I show a delivery or ride progress notification on Android (Live Updates)?
- Huawei (HMS) vs FCM (GMS) Co-existence and Prioritization
- Best Practices for Android Badges with Numbers
- Can I set up Android push notifications without a Firebase service account private key?
- Is the Pushwoosh SDK compatible with Google's 16KB page size requirement for Android?
- How is the Pushwoosh Hardware ID (HWID) generated?
Cross-platform SDKs
- How do I prevent my Flutter app on Android from restarting or creating a new instance when a push notification with a deep link is tapped?
- How do I use a custom notification sound for Android in a .NET MAUI application?
- How do I set up the iOS Notification Service Extension for Rich Notifications in a Flutter project?
- How do I remove VoIP-related permissions (like `FOREGROUND_SERVICE_PHONE_CALL`) added by the Pushwoosh Cordova plugin?
- How do I handle foreground push notifications and deep links in a React Native iOS app?
- How can I resolve conflicts when using the Pushwoosh React Native plugin with another push notification library on iOS?
SDKs: general
API & integrations
- How do I send Pushwoosh message events to Google BigQuery?
- Can I send Pushwoosh messages from an AI client like Claude or Cursor?
- How do I start a journey when a user cancels or renews an App Store or Google Play subscription?
- How do I send Singular attribution data to Pushwoosh?
- How do I add users to a Meta Ads audience, or remove them, from a journey?
- How do I start a journey from an event in my CRM, e-commerce platform, or other external service?
Troubleshooting: API & tokens
- ★ "The underlying connection was closed: Unexpected error during transmission" error
- Why am I getting a 'TLS handshake timeout' error when calling the Pushwoosh API?
- Why am I getting an 'Unknown Devices' error with the createMessage API, and are parameters case-sensitive?
- Why am I getting a "401 Unauthorized" error, and why are no devices registering in my app?
- Why is `Notification.userdata` an unparsable Object in my OutSystems app, and how can I fix it?
- Why does the API return an 'UnknownUsers' error when I send a push using a User ID?
Account, billing & security
Account & billing
- How do I change the language of the Pushwoosh Control Panel?
- Which time zone does my new Pushwoosh account use, and how do I change it?
- How is the monthly active users (MAU) count calculated?
- How can I delete an application from my account, and what happens to its user data?
- How can I find my Pushwoosh subscription renewal date and billing information?
- How can I update my company's billing information and change the email addresses that receive invoices?
Security, privacy & compliance
- How do I erase a user's personal data myself?
- Which hosts and ports must be allowed for the Pushwoosh Android SDK in a corporate network?
- How to stop the Web SDK from sending data before user consent
- How does the system store location data and how long is it kept?
- Is the platform GDPR-compliant?
- How do I implement an opt-in consent system for push notifications and tracking in my Flutter app?
Troubleshooting: account & access
- Why can't my colleague see users or export buttons? (Personal data permission)
- Why do I see an 'Account is suspended' message?
- How can I recover my account if I forgot the registered email address?
- Why can't a new user I invited see any of my applications or projects?
- I accidentally deleted my application. Can it be restored, and what about my subscribers?
- How do I resolve a failed payment due to insufficient funds for my subscription?