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Push Notifications aren't sending even with token

O

Hi All! 

I’m on the start-up plan, and unforunately have been blocked for a week on launching since we can’t figure this out. Have asked the customer.io team but they remind me I’m on the free plan and don’t get help support. From my lead engineer: 

I am facing technical challenges while triggering the push notifications for test purposes.
I cannot send push notifications even when the token used to send the push is the latest.
Please check the attached video for reference.

https://drive.google.com/file/d/1aPT2HNR0_Gxzu2rvQ-QVxnddJqaI7gLr/view

 

anyone have idea on how to resolve? 

Best answer by Mau

HI @OmarKINNECT 

Happy to help bring some clarity here. For some context, Device tokens are ephemeral: they become invalid when a person logs out of your app, and a push service can change them at any time. When we receive the error "FCM UNREGISTERED: This user has uninstalled the application" from FCM your Push provider indicating the device token becomes unregistered, it is invalid and will never become valid again; if a person logs into the app again, they’ll get a new device token.

To prevent invalid tokens from stacking up on people in your workspace, we automatically remove devices when they’re invalidated by your push services. If, when you send a push notification, your push service (FCM or APNs) responds with an unregistered message, we’ll automatically remove the token from your workspace.

 
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You can learn more about it here: https://customer.io/docs/journeys/managing-customer-mobile-devices/#we-automatically-delete-unregistered-devices.
 

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4 replies

Mau
  • Mau
  • 60 replies
  • Answer
  • August 7, 2024

HI @OmarKINNECT 

Happy to help bring some clarity here. For some context, Device tokens are ephemeral: they become invalid when a person logs out of your app, and a push service can change them at any time. When we receive the error "FCM UNREGISTERED: This user has uninstalled the application" from FCM your Push provider indicating the device token becomes unregistered, it is invalid and will never become valid again; if a person logs into the app again, they’ll get a new device token.

To prevent invalid tokens from stacking up on people in your workspace, we automatically remove devices when they’re invalidated by your push services. If, when you send a push notification, your push service (FCM or APNs) responds with an unregistered message, we’ll automatically remove the token from your workspace.

 
?name=image.png
 
You can learn more about it here: https://customer.io/docs/journeys/managing-customer-mobile-devices/#we-automatically-delete-unregistered-devices.
 

O
1 person likes this
  • O
    OmarKINNECT
O
  • OmarKINNECT
  • Author
  • Novice
  • 2 replies
  • August 7, 2024

We did not uninstall the app, we just reinstated the app and the token was identified as "FCM unregistered". Do we need to take care of something else for not losing the token again

O
  • OmarKINNECT
  • Author
  • Novice
  • 2 replies
  • August 9, 2024

@Mau any help here :(

Mau
  • Mau
  • 60 replies
  • August 16, 2024

Hi @OmarKINNECT 

Can you please share with us more details on your setup? Specifically:

  • Which SDK and version are you using when the error occurs?
  • Which devices and operating system versions are you testing with?
  • Finally, if you're testing using an internal device, please follow this guide to enable Debug Logging on your test device, and then share text copies of the relevant logs when you login to the app. 

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