How to Resolve a Push Token Drop in iOS

 

What Is a Token Drop?

A token drop is a situation or case where the MoEngage platform does not have Push tokens for all the users of your application. For example, your application is installed by 100 new users every day but there are tokens for only 60 users on the MoEngage platform, this is regarded as a 40% token drop.

Why Should You Resolve a Token Drop?

To send out a Push notification to your end-users, a Push token is required. Without it, you cannot send a Push notification. Hence, it is very important to resolve the token drop to keep your users engaged.

Why Does a Token Drop Occur?

A token drop can happen because of various reasons: 

  • Token not passed to MoEngage SDK: If the implementation of Push notification is not done correctly.
  • Push permission not granted by the user: If the user opts for Don't Allow on asking for Push notification permission.
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  • Network connectivity: If the device is connected to a slow network connection or not connected to any network. This is a rare reason for token drop.
  • Integration error: A Push token is not passed to the MoEngage SDK.

How to Resolve a Token Drop?

  1. First, check if the Push Notification is correctly implemented. For more information, refer to implementation of Push Notifcations. Ensure that you register your app for Push notifications correctly. Check if you are getting the device token while trying to register for Remote Notification and the same is sent to the MoEngage SDK correctly.
  2. Test by sending a test campaign targetting the particular device. If an error is received, check for the error description in Common Push Errors.
  3. If the test campaign is sent successfully but the notification is not received on the device, check if notification settings for the app are disabled.

If you still cannot identify the reason or need further assistance, contact the MoEngage Support team.

To contact the MoEngage Support team, you can raise a ticket through the Support Web Form within the MoEngage dashboard. For more information, refer here.
 

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