Mobile apps
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Notifications troubleshooting for Android

If you're having trouble with push notifications, please follow these steps to make sure you have set up everything correctly.

Latest version

Make sure you are using the latest version of the Smartsupp app.


Check that you're set as online. If you're offline you won't get any notifications. You can do this from your Profile.

Notification Settings in Smartsupp

In the Smartsupp mobile app go to Settings -> Notifications. Check that you have enabled push notifications for chat and optionally push notifications for incoming visitors

Allow notifications

Allow notification in mobile settings. 

  • Go to Setting
  • Search Smartsupp application
  • Select notifications
  • And allow notifications for Smartsupp

Pure Android

Android > 5 & Android ≤7

Android ≥ 8


Android > 5 & Android ≤ 7

Android ≥ 8

Allow using app in background (Android 8 and higher)

  • Go to Settings
  • Search Smartsupp application
  • Select background restriction
  • Allow using application in background

Default Android


Grant an exemption for battery optimization (Android 8 and higher)

  • Go to Settings
  • Search Smartsupp application
  • Select Battery
  • Search Smartsupp in battery optimization list
  • And select Don’t optimize

Huawei & Honor Mobile 

  1. Go to Settings -> Advanced settings -> Battery manager -> Protected apps, then find the app you want to see notifications from (Smartsupp app), and protect it. This is "whitelisting" the app so Huawei's overeager software doesn't shut it down for no reason.
  2. Go to Settings -> Apps -> Advanced -> Ignore battery optimizations, then find the app (Smartsupp) and ignore it. Don't be tricked by the misleading wording, "ignoring" the app actually means to let it run, because you're telling the battery optimization function to "ignore" that app.
  3. Go to Settings -> Notification panel & status bar -> Notification centre, find the app (Smartsupp), then activate "allow notifications" and also "priority display". You have to activate the priority part too to make sure you get notifications.



  • Reboot your phone.
  • Navigate to “Settings > Additional Settings > Battery and Performance > Manage apps’ battery usage”, and turn “Power saving modes” off.*
  • Open the Security app, navigate to Permissions, and add Smartsupp to Autostart.*
  • Summon the Task Manager (by pressing the menu button on your device), find Smartsupp, drag it downwards until the padlock icon appears, and tap the padlock icon.*
  • In the app Security, open settings (by tapping the cog icon in the top right corner), select “Data usage”, and activate “Allow background data”.*
  • It might also help to turn off Memory Optimization in MIUI’s “Developer Settings options” (in Settings > Additional Settings). To enable “Developer settings”, navigate to Settings > About Phone, and tap multiple times on “MIUI version”.*

Should the problem persist after you have completed the steps listed above, please follow the general troubleshooting instructions.

*) The menu paths specified here apply to MIUI 8.5 on Android 6.0. Depending on device and software version, designation and location of menu items may differ.




Still confused? Contact us via the chat box in your dashboard and we’ll be happy to get in touch with you. Please note that customer service is included only in paid packages.

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