search

Troubleshooting mobile notifications

In this article, you will learn how to troubleshoot common issues with Tidio mobile notifications, as in some cases they might be blocked by certain Android devices or third-party apps.

After making any changes, we recommend restarting your device to make sure they have been saved.

  1. Android operating systems
  2. Third-party apps
  3. Asus Zenfone
  4. Asus Zenfone 2
  5. Huawei Honor 6
  6. Huawei Honor 8
  7. Huawei P8 lite
  8. Huawei Mate 8 & Huawei Nova Plus
  9. Huawei P20 & P30
  10. LeEco/LeTV
  11. Lenovo
  12. OnePlus (Android 7.0 and earlier)
  13. OnePlus (Android 8.0 and later)
  14. OnePlus 3
  15. OPPO
  16. Samsung
  17. Xiaomi

Android operating systems

Android version 6.0.1+

For Android version 6.0.1 and newer, check if your battery optimization is not blocking Tidio from sending you notifications:

  1. From the app drawer, press Settings.
  2.  Select Battery.
  3.  Press the Overflow menu icon and choose Battery Optimization.
  4.  Press the downward caret and choose All apps.
  5.  Press Tidio, then tap Don’t optimize.

Android version 7+

  1. From the app drawer, press Settings.
  2. Select Apps.
  3. Find and press Tidio.
  4. Select Battery, then press Battery Optimization.
  5. From here, select Apps not optimized option and change it to All apps.
  6. Find Tidio in this list and set to Don’t optimize.

Android version 9

For Android version 9, make sure the Adaptive Battery feature is not blocking Tidio from sending you notifications:

  1. From the app drawer, press Settings.
  2. Select Battery.
  3. Choose Adaptive Battery.
  4. Press Restricted apps, and make sure Tidio is not listed.

Third-party apps

Clean Master

This third-party app is used for battery and RAM saving management.

  1. Visit the app’s Tools tab.
  2.  Select the Notification Cleaner.
  3.  Press the gear icon.
  4.  Disable this feature for Tidio only, or for all notifications.

Security Master

This third-party security app may be preventing Tidio from sending notifications:

  1.  Visit the app’s Notification Cleaner.
  2.  Press the gear icon.
  3. Ensure that Tidio is unchecked and listed under Apps – Notifications Allowed.

In some cases, you may need to completely uninstall the app in order to receive mobile notifications.

Android device models

Android devices and models known to have issues with Tidio notifications:

Asus Zenfone (Android 7.0)

Step 1: Ensure that Tidio is set to auto-start

  1. From the app drawer, press Settings.
  2. Press Power Management.
  3. Select Auto-start Manager.
  4. Find Tidio and ensure it’s enabled.

Step 2: List Tidio as a protected app

  1. From the app drawer, press Mobile Manager.
  2. Press Boost.
  3. Press Enable Super Boost, then select the Protected app list.
  4. Verify that Tidio is on the list.

Asus Zenfone 2

Allow Tidio to run at startup

  1. From the app drawer, tap Apps.
  2.  Press Auto-start manager.
  3.  Toggle Tidio to Allow.

Huawei Honor 6

Step 1: List Tidio as a protected app

  1.  From the app drawer, press Settings.
  2.  Press Power Saving.
  3.  Press Protected apps.
  4.  Toggle Tidio to enable.

Step 2: Enable Tidio in the Notification Manager

  1.  From the app drawer, press Settings.
  2.  Press Notification Manager.
  3.  Select Notify for Tidio to receive push notifications.

Huawei Honor 8

Step 1: List Tidio as a protected app

  1.  From the app drawer, press Settings.
  2.  Press Advanced Settings.
  3.  Press Battery Manager.
  4.  Press Protected apps (or Close apps after screen lock).
  5.  Toggle Tidio to enable.

Step 2: Ignore battery optimizations for Tidio

  1.  From the app drawer, press Settings.
  2.  Press Apps.
  3.  Press Advanced.
  4.  Select Ignore battery optimizations.
  5.  Choose Tidio and ignore the app.

Step 3: Allow notifications from Tidio

  1.  From the app drawer, press Settings.
  2.  Select the Notification Panel & Status Bar.
  3.  Press Notification Center and find Tidio.
  4.  Ensure that Allow Notifications and Priority Display are active.

Huawei P8 lite

Step 1: Enable Tidio to run at startup

  1.  From the app drawer, press Phone Manager.
  2.  Swipe left and press Startup Manager.
  3.  Press Tidio and ensure that it’s set to run automatically at system startup.

Step 2: Allow notifications from Tidio

  1.  From the app drawer, press Phone Manager.
  2.  Swipe left and press Notification Manager.
  3.  Press Rules and ensure that Tidio is set up to send notifications to the notification panel. Check if any other settings in this view may be preventing Tidio from sending the notifications.

Huawei Mate 8 & Huawei Nova Plus

Ensure that Tidio is exempt from your device’s battery optimization features:

  1.  From the app drawer, press Settings.
  2.  Press Advanced Settings.
  3.  Press Battery Manager.
  4.  Press Protected apps.
  5.  Toggle Tidio to enable.

Huawei P20 & P30

  1. From the app drawer, press Settings
  2. Press Apps
  3. Press Tidio
  4. Select Power usage, press App launch
  5. Toggle Manage automatically to Off
  6. Then, toggle Auto-launchSecondary launch, and Run in Background to On

LeEco/LeTV

Step 1: Enable Tidio to run at startup

  1.  From the app drawer, press Settings.
  2.  Press Permissions.
  3.  Press Manage Auto Launch. You’ll see “You’ve enabled [x] apps to auto launch” if you have enabled other apps to auto-launch.
  4.  Toggle Tidio to enable.

Step 2: List Tidio as a protected app

  1.  From the app drawer, press Settings.
  2.  Select Battery, then tap Power saving management.
  3.  Select App Protection.
  4.  Toggle Tidio to enable.

You must disable Lock Screen Cleanup and Ultra Long Standby during Sleep to allow Tidio notifications if you have them enabled.

Lenovo

Enable the auto-start setting for the Tidio app:

  1.  From the app drawer, press Settings.
  2.  Press Power Manager.
  3.  Select Background app management.
  4.  Toggle Tidio to Allow auto-start.

OnePlus (Android 7.0 and earlier)

For versions earlier than Android 8.0 Oreo, check if Tidio is set to auto-launch:

  1.  From the app drawer, press Settings.
  2.  Press Apps.
  3.  Press the gear icon in the top right.
  4.  Select App Autolaunch.
  5. Toggle Tidio to enable.

OnePlus (Android 8.0 and later)

Step 1: Check that app storage is set to clear normally

  1.  From the app drawer, press Settings.
  2.  Press Advanced.
  3.  Select Recent apps management.
  4.  Ensure that Normal clear is enabled.

Step 2: Exclude Tidio from battery optimization

  1. From the app drawer, press Settings.
  2. Press Battery, then Battery Optimization.
  3. Press Apps not optimized and select All apps.
  4. Find Tidio and ensure it’s set to Don’t optimize.

OnePlus 3

Adjust your battery optimization to allow notifications from Tidio when it’s running in the background:

  1.  From the app drawer, press Settings.
  2.  Press Battery.
  3.  Select Battery Optimization.
  4.  Press the Overflow menu in the top right of that screen.
  5.  Select Advanced Optimization.
  6.  Toggle Tidio to off.

OPPO

Step 1: List Tidio as a protected app

  1. From the app drawer, press Settings.
  2. Press Advanced Settings.
  3. Press Battery Manager, then Protected Apps.
  4. Toggle Tidio to enable protection.

Step 2: Ignore battery optimization for Tidio

  1. Press on Settings.
  2. Select Battery, then press on Energy Saver.
  3. Find Tidio and ensure that Freeze when in BackgroundAbnormal Apps Optimization and Doze are all disabled.

Step 3: Allow notifications from Tidio

  1. From the app drawer, press Settings.
  2. Press Notification Panel & Status Bar.
  3. Press Notification Center.
  4. Find Tidio and activate allow notifications and priority display.

Step 4: Add Tidio to start up manager

  1. Open the Security app.
  2. Select Privacy Permissions, then Start up manager.
  3. Find Tidio and ensure this setting is enabled.

Samsung

Step 1: Prioritize notifications from Tidio

  1.  From the device shade/drawer, press Settings.
  2.  Press Apps.
  3.  Select Tidio.
  4.  Under App Setting, press Notifications.
  5.  Select Messages & Mentions. (then advanced in Android 9)
  6.  Select Do Not Disturb Custom Exception.

Step 2: Exclude Tidio from battery optimization

  1.  From the app drawer, press Settings.
  2.  Press  Device management.
  3.  Select Battery.
  4.  Press Unmonitored apps.
  5.  Add Tidio to this list.

Xiaomi

Step 1: Check that Tidio is given permission to autostart

  1.  From the app drawer, press Security.
  2. Press Permissions.
  3. Press Autostart.
  4.  Toggle Tidio to enable.

Step 2: Ignore battery restrictions for Tidio

  1. From the device drawer/shade, press Settings.
  2. Select Manage Apps’ Battery Usage.
  3. Press Apps.
  4. Press Tidio, then press No Restrictions.

Step 3: Allow notifications from Tidio

  1. From the device shade/drawer, press Settings.
  2. Select App Notifications.
  3. Press Tidio.
  4. Toggle on Set as priority.

If you are still having trouble receiving notifications please contact us at [email protected]

Can't find what you're looking for?

CONTACT SUPPORT