Overview
"I didn't get the notification" has two very different families: it wasn't delivered, or it wasn't sent to you. The in-app feed settles which family you're in immediately — everything sent to you is in the feed regardless of push delivery — so start there.
1. In the feed but no push? Delivery.
The notice reached your account; your phone didn't show it. In order of likelihood:
- Notification permission is off — the single most common cause. Enable notifications for PreStartGo in the phone's settings.
- Battery optimisation (Android) — several vendors freeze background delivery for "optimised" apps; exempt PreStartGo.
- Focus / Do Not Disturb — ordinary notices respect it. (Critical notices travel at high priority and break through where the OS allows — if even those aren't showing, it's one of the causes above.)
- The app hasn't run in a long time — delivery registrations go stale on a phone the app hasn't opened in weeks; opening it refreshes them.
The app watches its own deliverability: if nothing has been deliverable for about a fortnight, it shows a warning banner rather than letting the silence pass. That banner is this article's checklist, in product form.
2. Not in the feed either? Routing.
The notice wasn't addressed to you:
- A preference toggle — you (not your org) may have muted that type. Check your per-type settings — see Notification Preferences.
- Recipient resolution — many notices go to the responsible people, not everyone. A failed pre-start notifies the supervisors licensed for that machine's group; if you're not licensed for that group, it was never yours. This is the most commonly misread case.
- The event notifies nobody by design — routine passes, for instance, don't broadcast; the record is the record.
3. Critical notices arrived by SMS
Not a fault — the backstop working. Critical safety notices fall back to SMS when push provably can't reach your phone. Fix the delivery causes in section 1 to get the richer push experience back.
4. Emails
Many notices also email — defect, licence and site-access notices among them — as do report deliveries and billing. Missing ones are usually a spam filter or an out-of-date address — and the in-app feed still carries the record either way.
Troubleshooting
| Symptom | Family | Fix |
|---|---|---|
| In the feed, no push | Delivery | Permission → battery optimisation → open the app |
| The delivery warning banner is showing | Delivery | Same list — the banner exists to send you here |
| Not in the feed at all | Routing | Preferences, then "was I actually the recipient?" |
| A teammate got it, you didn't | Routing | Recipient resolution — usually the licence/group answers it |
| Critical notices as SMS | Fallback | Working as designed — restore push for the full experience |
| Emails missing | Spam filter / address; the feed has the record |