Help Center
Getting started
Getting started & setup
- How do I get updates about SDKs, platform releases, and system maintenance?
- How do I set up Single Sign-On (SSO)?
- How do I set up Event Streaming to receive callbacks for my application events?
- How can I create a segment specifically for my test devices?
- How do I add a Test Device to receive test notifications?
- How do I set up a subscription account?
Push notifications
Push notifications
- Why are my scheduled messages not appearing in the One-time messages list?
- What happens if a deleted or unregistered user re-enables push notifications?
- Understanding push-receive and push-opened Callbacks
- Should I call the push registration method every time the app opens?
- Can I cancel a push notification after it is sent?
- How to request push notification permissions after a user denies the system prompt
Troubleshooting: iOS delivery
- Why do other platforms, such as iOS or Android, appear in my email campaign statistics?
- 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 Universal Links in push notifications open in both the app and the browser (double opening) on iOS?
Troubleshooting: Android delivery
- FCM Uninstall Tracking & Token Invalidation Delays
- Why do foreground push notifications fail in Pushwoosh when Firebase works?
- 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?
- Why do I get a 'weaker access privileges' error on Android after updating the Pushwoosh React Native plugin?
Troubleshooting: delivery & tokens
- How do I automatically sync Pushwoosh email unsubscribes with my database or CRM?
- How do I create an email poll or survey and segment users based on their answers?
- How do I remove an active email address from the suppression list?
- What is the difference between deleting a user and deleting an email subscription in Pushwoosh?
- How do I read email subscription status or email-scoped tags using the mobile SDK?
- Why are unsubscribed users still receiving our email campaigns?
Troubleshooting: email
- 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?
- Why are my emails to `@privaterelay.appleid.com` addresses failing and causing a high bounce rate?
- How can I find out which users did not receive an email from my campaign?
- Why am I getting a 401 Unauthorized error when calling Email API endpoints like /registerEmail?
Web push
Web push
- 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?
- How do I correctly update the Web SDK via NPM to ensure subscriptions work?
- How can I prevent the Web Push subscription widget from closing when a user clicks outside of it?
- How do I change the application name displayed in browser notifications?
Troubleshooting: web push
- Why does my scheduled push notification show a different time in the dashboard?
- 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?
SMS, WhatsApp & other channels
SMS, WhatsApp & channels
- How to map WhatsApp campaign and message codes to journey names via API
- How do I use Amazon SNS for SMS notifications?
- How do I correctly register WhatsApp subscribers using the API?
- How can I send a WhatsApp message to users who have not opened my mobile app recently?
- How do I correctly configure a 'COPY CODE' button in a WhatsApp message template?
- Does Pushwoosh support WhatsApp Flows for creating interactive forms?
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
- Why are journey-based in-app messages not displaying in my iOS app while standalone in-app messages work?
- What are the storage limits and supported file formats for the Media Store?
- How do I use custom fonts in custom HTML ZIP templates for in-app messages?
- How do I collect and view custom data from an in-app message?
- How do I create a "Do not show again" checkbox for Rich Media?
- Can I use a custom close button in my HTML in-app template?
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?
- Why are my Journey emails marked as sent or delivered, but not appearing in the recipient's inbox?
- 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 update tags for one device from a backend server?
- How to format list tags in a CSV file for import
- Can I change a tag type after I create it?
- What is the difference between application-specific, application-nonspecific, and user-specific tags?
- How do tags, segments, and events work across multiple apps in a single account?
- How do I send push notifications to a list of users via CSV file upload?
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 pass dynamic event attributes inside a Journey push notification's Custom Data?
- How can I target users whose subscriptions or bundles are expiring in a specific number of days?
- How are conversion goals tracked and attributed after a user exits a customer journey?
- How do I find historical statistics like CTR and unsubscribe rates for past campaigns?
- How does the system determine a user's timezone for journeys and scheduled messages?
- How do session limits and segment entry rules work in a customer journey?
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
- Does the 'Recipients' metric in Statistics count unique users or devices?
- How do I export a list of all my users from an application?
- How can I track statistics for transactional messages sent via the API?
- How long is user data stored and what happens when a user becomes inactive?
- What happens to a user's data and ID when they reinstall an app?
- How do I find the open rate for my push notifications?
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
- 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?
- Android 16KB Page Size Support
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 delete a user and all their devices through the API?
- How do I replace a notification that was already sent via the Pushwoosh API?
- How do I send personalized push notifications to multiple users in one API request?
- Does the webhook node track message opens and clicks?
- Does the `dynamic_content_placeholders` API parameter support variable evaluation?
- Can I use the "Best time to send" feature with the /createMessage API?
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 is the monthly active users (MAU) count calculated?
- How can I let users copy a promo code from a push notification?
- 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?
- Is the 'Uninstalls Tracking' feature free?
- How do I transfer the main account owner role to a different user?
Security, privacy & compliance
- 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?
- What are the data retention periods for my account's metrics?
- How do I manage user privacy and consent for push notifications and tracking with a Notification Service Extension on iOS?
Troubleshooting: account & access
- Why do I see an 'Account is suspended' message?
- 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 troubleshoot deep links in push notifications that aren't navigating correctly?
- How do I resolve a failed payment due to insufficient funds for my subscription?
- I cannot invite a user