The symptom
Somebody is not getting push notifications on their phone: shift updates, chat messages, task reminders or alerts. Often they say their notification settings are on, and inside Paddl they are.
The most common cause: the phone is blocking Paddl
Paddl has its own notification switches under Settings > Notifications, but the phone has its own permission too, and that one wins. If the person ever tapped Don't Allow when the app first asked, the phone blocks every Paddl notification and never asks again. Their switches in Paddl still read on, so it looks like everything is set up.
The app now says so. When the phone is blocking Paddl, a Notifications are off for Paddl card appears at the top of Home and of the notification settings, with a button to turn them on or to open the phone settings.
How to turn them back on
iPhone: open the phone Settings, scroll to Paddl, tap Notifications and turn on Allow Notifications.
Android: open Settings > Apps > Paddl > Notifications and turn them on, including the Team chat channels if chat is quiet.
Then come back to Paddl. The app checks again when it comes back to the screen and registers the phone, so there is nothing else to do. If notifications still do not arrive, close Paddl fully and open it again.
Other causes, in order
An old version of the app. Team chat messages are only sent to recent versions. Update Paddl from the App Store or Google Play.
One phone, one account. A phone gets the notifications of whoever last signed in on it. If somebody else signed in on this phone, or the person signed in to a second business, notifications follow that account. Signing back in as themselves fixes it.
Shared tablets never get personal notifications. A venue tablet is nobody's phone, so direct messages and personal reminders only ever go to people's own phones.
The notification type is switched off. Under Settings > Notifications, check the category and the push channel are on.
Quiet hours or a muted conversation. Quiet hours hold chat pushes until the morning, and a muted conversation only pushes when the person is mentioned. Both are per person. Urgent broadcasts come through anyway.
Location-only tasks do not notify. A task assigned to a location rather than to a named person or group is picked up when staff check in, so it does not send a personal push. Assign the routine to the person or their group if they need a reminder.
The account is not active. A deactivated user receives nothing.
Related
To choose what notifies you and how, see Notification Settings. For chat messages specifically, see Team chat basics.
When to contact support
If the phone allows Paddl notifications, the app is up to date and the person is signed in as themselves, contact us at support@paddl-ai.co with their name and an example of something they should have received. We can see whether their phone is registered and what was sent to it.