Troubleshooting
Push notifications are not arriving
The checklist for missing push: permission, device registration, the switch for that alert type, the morning summary, quiet hours, Focus modes, and what to tell support.
Updated · 2 min read
Work down the list; each step is a minute.
1. Permission
iOS Settings, DomainGuard, Notifications: Allow Notifications on, with banners and sounds as you want them. Time Sensitive Notifications must be allowed for the app's own site-down alert to break through Focus. Pushes sent by the server, including the server's site-down push, arrive at the normal level and wait out a Focus like any other notification.
2. Registration
The app registers its device token with the server after you allow notifications; it registers again on each launch and after sign-in, so opening the app is usually enough. Account, Settings, Notifications shows whether notifications are allowed. Signing out unregisters the device; sign back in.
3. The switch for that alert
Each alert type with a switch has it under Account, Settings, Notifications, and its subtitle says when it fires. Scan finished is off by default. Uptime, dark web and KEV pushes have no switch; they send whenever notifications are allowed. See Notification settings.
4. The morning summary
One summary each morning is on by default. It is one push at 8 a.m. Eastern saying what is wrong across your domains. Between 8 a.m. and 5 p.m. only an outage pushes straight away (a site of yours stopped answering, or a vendor you use reported a real incident); outside those hours even that waits for the morning summary. Everything else (scan findings, vulnerabilities, renewals, certificates, "fixed" and "back up" notices) waits for the summary. Every alert is in the feed as soon as it is found, so an alert in the feed with no push yet is usually waiting for the summary. Turn the summary off in the same screen to get every push as it happens.
5. Quiet hours and Focus
Quiet hours (Account, Settings, Notifications) hold non-critical alerts on this iPhone until the window ends. A Focus mode that silences DomainGuard does the same; the app's own time-sensitive site-down alert breaks through both only if Time Sensitive is allowed in iOS.
6. Did the event happen?
The alert feed is the record. If the alert is in the feed with a delivery attempt logged but no push arrived, the problem is between the server and the device. If it is not in the feed, the event did not happen or the switch was off.
7. Read the feed meanwhile
There is no email copy of an alert. While the push is sorted out, the Alerts page in the web dashboard shows every alert, with an unread count, so nothing is missed.
What to tell support
The alert's id from the feed (Alert detail shows when it was sent and how), your iOS version, and whether any push at all reaches this phone.
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