Phone settings that affect notifications

When a user reports that they either (1) did not get a notification or (2) the notification didn't play a tone, follow these steps

iOS

1. Check volume levels
   1. Mute switch on the side
   2. Ringer level
      1. Settings → Sounds & Haptics
2. Find out if the user has a smartwatch.
   1. This causes confusion to end users on where the notification is supposed to display and if it is supposed to play a noise.
   2. Apple Watch notification documentation: https://support.apple.com/en-us/HT204791
3.  Verify that the user does not have Do Not Disturb on at the reported time of the incident.

4. Check Background app refresh

   1. Have user go to the Settings app, scroll down and then tap Voalte Me. Send a photo of those settings.
   2. Background app refresh must be ON and NOT grayed out.

5. Check Notifications

   1. Have user go to the Settings app, scroll down and then tap Voalte Me. Tap Notifications and send a photo of that screen.

   2. Notifications must be on. Suggested that Lock Screen, Notification Center, and Banner are selected. Suggested that Banner Style is set to Persistent.
6. Verify the user is on the latest app version.
7. Verify the user's Bedtime Settings
   1. Clock → Bedtime → See if enabled (toggle at top)
   2. Clock → Bedtime → Options (top left) → Do Not Disturb During Bedtime (enabled by default when using Bedtime)
      1. This will cause the phone to go into DND on its own when it becomes "bedtime".
   3. Apple documentation https://support.apple.com/en-us/HT208655
8. Override Do Not Disturb settings Customers on 3.7 server only with Override Do Not Disturb feature enabled on the server
   1. Check out settings for Override Do Not disturb settings in the Voalte Me Application
   2. Have user open Voalte Me → Menu - > Notifications & Sounds → Scroll down. Send a photo of that screen.
9. Check Screen Time settings
   1. Settings app → Screen time → App limits →  See if enabled
   2. Settings app → Screen time → Downtime →  See if enabled
   3. Suggested to add Voalte to "Always Allowed" within Screen Time. Voalte Me notifications will not be delivered during Downtime or when app limit is reached unless added to the Always Allowed list.

Setting	Example
Background App Refresh
Notifications
Bedtime
Override Do Not Disturb
Downtime & Always Allowed

Android

1. Find out if the user has a smartwatch.
   1. This causes confusion to end users on where the notification is supposed to display and if it is supposed to play a noise.
2. Doze Mode
3. More items coming soon!