Ally receives notifications through the phone's browser — Google Chrome or Microsoft Edge. Even the Ally App from the Play Store runs inside the browser set as default on the phone, so that browser's notification settings are the ones that count.
Test Notifications
The first step to troubleshooting notifications is to test them manually in the Ally App. You can do this by going to the "Notifications" tab in your version of the app and pressing "Test". For more details please refer to the Testing Push Notifications article.
If notifications do not come through when testing manually, this can be caused by a few different settings throughout the handset. These include:
Settings for the Ally App.
Volume on the handset
Settings for the Browser - Google Chrome or Microsoft Edge (used by the Ally App, weblink shortcuts, and when viewed directly from https://app.allycares.com).
Settings for Android as a whole.
Additional Mobile Device Management (MDM) controls that your organisation may have put in place.
Ally Settings
The Ally app will try to enable notifications every time you log in (if you haven't approved notifications already). Additionally, a purple banner will appear at the top of the app if notifications are disabled locally (in the app itself). Follow the instructions at Testing Push Notifications to verify.
If Ally shows 'Please use a supported browser outside of incognito mode' straight after you agree to notifications, your browser is supported — it usually means the browser refused the permission for the Ally site. Check the browser settings below.
Volume Level on the handset
If the push notification displays on your handset but there is no audio to alert you, then go to the sound settings on your handset to ensure the Notification volume is at a suitable level.
(To find the notification volume level: select either + or - volume button on your handset and select either "..." or the settings cog below the volume bar.)
Browser Settings
Google Chrome - Follow the steps here to confirm https://app.allycares.com is allowed to send notifications via Chrome: https://support.google.com/chrome/answer/3220216
Microsoft Edge - If you use Microsoft Edge, follow the step-by-step guide attached here: Ally - Notifications in Edge (step by step)
Notifications are allowed separately in each browser. If there is more than one browser on the phone, check the one set as default, as that is where the Ally App opens.
Android Settings
Android devices vary slightly by manufacturer but generally have similar settings.
We recommend checking the following in any Android system. All of these settings can be found under Settings -> Notifications:
Chrome or Microsoft Edge (whichever you use) - ENABLE
ALLY - ENABLE
Do Not Disturb - DISABLE (this blocks notifications completely)
Notifications on lock screen - ENABLE
Enhanced Notifications - DISABLE (this is an post Android 12 feature that uses AI to "balance" notification types between apps and can block some notifications)
OR
Adaptive Notifications - DISABLE (this is prior Android 12 feature that uses AI to "balance" notification types between apps and can block some notifications)
Please follow the instructions in the below link to check that the Ally app and notifications as a whole are enabled on your phone: https://support.google.com/android/answer/9079661
Mobile Device Management Settings (MDM)
MDMs allow administrators greater control over phone features than Android allows itself. If there are notification issues and you have an MDM, then discuss the following with your IT team and the support desk for your MDM provider:
Check that your MDM supports push notifications in general. Some MDMs (or certain modes like single-app kiosk in certain MDMs) don't give users the ability to receive notifications. As such, we'd recommend using an MDM or a mode that is known to allow lock-screen notifications.
Check that your MDM isn't blocking or removing the browser from the phones. Many MDMs have "hidden apps" (app that the end user doesn't see but are there for purposes like this) so this is a great option if you don't want end users accessing web browsers directly.
Some MDMs require explicitly enabling lock-screen notifications
Some MDMs require explicitly disabling do-not-disturb mode
Some MDMs apply power-saving setting that delay notifications from being received in a timely fashion.
Lastly, even if you don't think you have an MDM, double check that one isn't shipping with you phone. Samsung phones can be shipped with software like Knox that can take authoritative positions on things like power saving which can block notifications.
Please reach out about your specific MDM and if we've experienced issues or have suggestions we'll let you know.
Keep Opening Ally
If the Ally app or browser page is not opened by anyone on a device for nine hours, this can cause the device to stop receiving notifications until someone signs in again.
Private Browsing, Incognito (Chrome) or InPrivate (Edge)
Using private browsing or incognito mode (this will show a banner in the Ally app) can also block notifications.
If these steps do not resolve the issue please get in touch with [email protected] or open a new conversation with the chat bubble in the app and we can advise on checking the phones settings as well as dealing with phones with a locked down software.