Customer Issue

Former iOS mobile app users (who have uninstalled the mobile app and are, therefore, now email users) never receive Smart Campaigns if push notification is selected.

Environment

• iOS mobile app.
• Smart Campaigns sent as a push notification.

Issue Details

If both email and push notifications are selected, users will only receive one communication. If a user has the mobile app installed, they will receive a push notification. If they do not, they will receive an email. Instead, for iOS users only, Smart Campaigns are failing to detect that the iOS mobile app is uninstalled, so the iOS users are never moved into the “unreachable by push” group which then receives an email follow-up.

This will also affect campaigns sent only via mobile push notification. The user does not receive a push notification, only an assistant notification in the mobile app.

Resolution

Former iOS mobile app users should monitor Assistant for notifications, as they will not receive a push notification until this issue is resolved. Setting a campaign as email only will force an email to all users in the campaign audience.

This resolution outlines our best-known workaround or resolution to this issue while developers investigate the underlying root cause. Please check the current status of this issue on the Known Issues Tracker. (Issue ID: EE-15319, formerly FLY-11244)