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Troubleshooting mobile issues

Updated

Having trouble with your mobile integration, push notifications, or in-app messages? Here are a few things that can help you fix the problem or gather information if you need to get in touch with Customer.io support.

 This page is focused on our SDKs

If you’ve written your own mobile integration with Customer.io, we may not be able to troubleshoot your app.

Before you contact Customer.io Support

If you’re having trouble with push notifications and in-app messages, there are a few things you can do to troubleshoot the problem before you contact Customer.io Support. These are common troubleshooting tips that are likely to fix your problem—and are the starting point for most of our SDK-related support conversations.

Otherwise, we’ll help you gather the information you’ll need if you do need to contact us.

1. Update the SDK

If you’re having trouble with your mobile integration, check your SDK version and see if there’s an update available. We’re constantly improving our SDKs, and you’ll get the best experience if you’re using the latest version.

Minor version updates typically include bug fixes.

SDKLatest version
iOS4.0.0
Android4.12.0
React Native5.0.0
Flutter3.0.0
Expo2.9.1

2. Try out our MCP server

Our MCP server includes an integration tool that can help troubleshoot your implementation, including problems with push and in-app notifications. It has a deep understanding of our SDKs and provides an immediate way to get support with your implementation—without necessarily needing to capture debug logs, etc.

You can ask questions like:

  • Can you help me integrate with the Customer.io SDK for iOS?
  • My users aren’t receiving push notifications on Android. Can you help me troubleshoot?

The tool will help you update your code and return detailed steps to find and troubleshoot issues.

3. Check out troubleshooting tips

We have individual troubleshooting pages for each of our SDKs. We provide tips on these pages for some commonly seen problems, like issues displaying images in rich push notifications, problems registering device tokens to people in Customer.io, getting in-app notifications and so on.

We may have already seen and solved your problem!

4. Compare your implementation to our sample apps

We’ve added sample apps to all of our SDKs. We use these sample apps to test changes to our SDKs, so we know they represent functioning apps. You can compare the appropriate sample app to your app and look for differences to pinpoint issues.

5. Check out our community

We have a community where you can ask questions, share tips, and get help from other Customer.io users.

Someone in the community may have encountered and solved the problem you’re having!

6. Gather logs and contact support

If you do need to contact Customer.io support, you’ll first need to enable debug logging in your app and replicate the issue so we can see what’s happening in your app and help troubleshoot the problem.

To enable debug logging, you’ll set logLevel to debug when you initialize the SDK.

CustomerIO.initialize(siteId: "YOUR SITE ID", apiKey: "YOUR API KEY", region: Region.US) { config in 
    config.logLevel = 'debug' 
}
CustomerIO.Builder(
  siteId = "your-site-id",
  apiKey = "your-api-key",
  appContext = this
)
.logLevel("debug")
.build()
import { CustomerIO, CustomerioConfig } from 'customerio-reactnative';

const data = new CustomerioConfig()
data.logLevel = CioLogLevel.debug

CustomerIO.initialize(env, data) 
import 'package:customer_io/customer_io.dart';
import 'package:customer_io/customer_io_config.dart';
import 'package:customer_io/customer_io_enums.dart';

await CustomerIO.initialize(
    config: CustomerIOConfig(
        siteId: "YOUR_SITE_ID",
        apiKey: "YOUR_API_KEY",
        region: Region.us,
        //config options go here
        logLevel: "debug"
    ),
);
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