Troubleshooting Notifications

Web

Web Notifications can be blocked by a number of factors - some, that may be outside of our control to resolve for you. We've listed common causes and possible solutions for Web Notifications that may not be getting received at the moment. 

Web Notifications are not the same as email notifications or mobile notifications. You can learn more about Mobile and Email Notification solutions further below in this article.

Enable browser-level notifications

Depending on the browser, you may need to go to your browser's privacy and security settings to allow www.vivian.com permissions to send you web notifications. This may fall under "Sound" or "Notification" permissions for your browser. 

See how to turn on web notifications in your profile in this video:

Log out then back in

Try logging out of all instances of your Vivian account (i.e. if you have multiple browser tabs or windows logged in to Vivian) then once you are completely logged out from Vivian, try logging back in.

Disable extensions

Extensions such as ad-blockers may be preventing Vivian from sharing notifications with you. You can try adding Vivian to the approved-list in the extension if available, or you may need to disable the browser extension while on Vivian. You can quickly test if an extension may be blocking notifications by logging into your Vivian profile in an Incognito or Private website.

Close and update your browser

If you've been keeping the same browser window open for a longer duration, it may be time for you to close and even update your browser. Many browsers may offer routine updates approximately every four weeks, and may need an update. If you haven't already, please try completely closing the browser window and then opening Vivian again after the browser has been updated.

Change browsers

Sometimes the limitations may be with the browser itself, potentially due to a recent update it received. If you're still experiencing issues after trying all of the earlier mentioned troubleshooting solutions, we recommend trying a different browser such as Mozilla Firefox or Google Chrome. 

Mobile Application

We provide a Vivian mobile application for Android and iOS devices. While each platform is built differently, they both share settings and troubleshooting solutions you can try to resolve the issue if you're not receiving notifications for the Vivian application on mobile devices.

See how to enable mobile notifications for iOS and Android in the videos below:

iOS

Android

Log out then back in

Mobile applications can sometimes store temporary files or cached data that can be reset when you log out from your account on Vivian then back in.

Uninstall then reinstall mobile application

Sometimes mobile applications can retain old settings, configurations, or code even after they've been updated. Completely uninstalling the mobile application from your mobile devices will offer you a fresh start with the most recent set of fixes, updates, improvements, and the mobile application may ask you for permissions again.

*Unfortunately, some devices by Android OEM's may be using aggressive battery saving features that are preventing the Vivian app from sending you notifications. Pixel, Nokia, Sony, and Motorola Android devices should generally be okay. Devices manufactured by Samsung, Xiaomi, OnePlus, and Asus likely have these background processes. Please visit https://dontkillmyapp.com/ for more troubleshooting tips on these devices.  

Email

If you aren't receiving email notifications, please try adding Vivian as a contact to the email address associated with your Vivian profile and check any spam or junk folders.

Some Inbox management services such as Gmail may automatically categorize emails as spam or automatically send them to your trash folder if the Inbox Management Service detects you are no longer opening and reading those emails. Adding Vivian as a contact may help circumvent these automations.

We've received reports from customers that Microsoft Outlook may have additional safeguards that is preventing us from sending emails to our customers. We don't have any details or clarity on what those safeguards may be or why they may be excluding Vivian emails at the moment.