If push notifications aren't arriving on your iPhone or iPad, or arrive without sound, find your symptom in this article. Each section describes the likely cause and the steps to resolve it.
Note: This article applies to iPhone and iPad only. The Android version of Kio Staff Safe Alerts does not use push notifications. On Android, alerts appear in the app while it is open.
Before you troubleshoot
Confirm the basics first. These quick checks resolve most issues in under a minute.
- You're signed in to Kio Staff Safe Alerts.
- Your device has an internet connection (Wi-Fi or cellular).
- You have the latest version of Kio Staff Safe Alerts installed from the App Store.
I'm not getting push notifications
You're signed in to Kio Staff Safe Alerts, but no notification appears when a new alert is triggered.
Work through the checks below in order. Stop when notifications resume.
- Open Settings > Notifications > Kio Alerts.
- Confirm Allow Notifications is on.
- Confirm Critical Alerts is on. Without Critical Alerts, notifications don't override mute or Do Not Disturb.
- Confirm Sounds is on.
- Open Kio Staff Safe Alerts. Sign out, then sign back in. This re-registers the device for push notifications.
- Confirm your device has an internet connection.
If notifications still don't arrive after these steps, see Push notifications in Kio Staff Safe Alerts mobile app for the full configuration reference.
Critical alerts don't play sound when my device is muted
A new critical alert arrives, but your device stays silent because it's on mute or in a Focus mode.
Cause: The Critical Alerts permission in iOS is off for Kio Alerts.
Resolution:
- Open Settings > Notifications > Kio Alerts.
- Turn on Critical Alerts.
With Critical Alerts on, push notifications for critical-severity alerts play sound and appear on the lock screen even when the device is muted or in a Focus mode.
A universal link from email or SMS doesn't open the app
You tapped an alert link in an email or SMS notification and the link opened a web page instead of Kio Staff Safe Alerts.
Cause: Universal links open the mobile app only when Kio Staff Safe Alerts is installed, you've signed in at least once, and the link points to a supported Kio Cloud region.
Resolution:
- Confirm Kio Staff Safe Alerts is installed and you've signed in at least once.
- Open Kio Staff Safe Alerts directly to confirm you can access alerts.
- Tap the link from the email or SMS again.
If the link still opens a web page, copy the alert ID from the link and find the alert in the Staff Safe web app.
If the issue persists
Contact Kontakt.io Support. When you submit your request, include:
- Your tenant ID (the part of your Kio Cloud URL before
.app.cloud). - The app version (shown at the bottom of the alert list).
- The device model and iOS version.
- A description of the issue and the steps you've already tried.