How are push notifications delivered to users with an undefined timezone in Customer Journey?

When a Customer Journey or scheduled push is configured to send based on the Subscriber’s device timezone, the system handles users with missing or undefined timezone data using the Fallback Timezone settings.

Delivery Logic

Users with an undefined timezone will receive the notification according to the Fallback Timezone and Time you have selected in your campaign settings.

• Example: If your fallback is set to 07:00 London (UTC+0), all users without a detected timezone will receive the message at 07:00 UTC+0, regardless of their actual physical location.

Limitations

• Best Time to Send: It is not recommended to use 'Best Time to Send' for this segment, as the algorithm relies on timezone settings to function effectively.
• Dynamic Windows: You cannot set a dynamic delivery window (e.g., "evening hours") or regional splits specifically for users with undefined timezones. The system requires a single fixed fallback time for this group.

Troubleshooting Undefined Timezones

The Pushwoosh SDK automatically collects the device timezone every time the application is opened. If a significant portion of your audience has an undefined timezone, it typically indicates an issue with the SDK integration. We recommend reviewing your integration to ensure the SDK is initializing correctly on app launch.