Push notifications are being used by our Plutus app to notify users of transactions and to deliver the one time verification codes during online payments. If the notification is late or doesn't arrive at all, the user is unable to complete the payment. Some phone settings directly impact the deliverability of those notifications, so it's important to make sure they are not being blocked or delayed.
How the notification system works
The verification code is part of the 3-D Secure system provided by Visa and helps make payments more secure. This is what it looks like:
- Code request: At the start of the payment, you will be redirected to select an authentication method. IMPORTANT NOTE: While the option to choose is "Text", the notification will arrive NOT via SMS, but through your push notification system through the Plutus app.
- Code input: Input the code you received through the push notification here to verify your payment.
- Payment verified!
At this point, the payment will have been authenticated and finalized.
Your phone relies on your internet connection and the phone settings to deliver push notifications. If you are experiencing delays on receiving the notifications, or not receiving them at all, please try the following troubleshooting:
- Check you have a working internet connection. Push notifications rely on internet connection to be delivered.
- Enable data instead of Wi-Fi if you have a weak Wi-Fi connection.
- Reset your connection.
- Disable data saver. This setting may block the connection of some apps in the background.
- Make sure Wi-Fi is always on. Some systems allow you to turn off Wi-Fi when the phone is in sleep mode.
- Check you have notifications enabled. Some settings will block or delay notifications intentionally.
- Enable general notifications.
- Enable the Plutus app specific notifications. Many systems allow the management of specific apps notifications individually.
- Disable notification grouping. This setting will delay notifications so they are only sent at certain times.
- Disable low priority / battery saving / do not disturb / focus modes. Those modes typically restrict apps from functioning in order to save data or battery.
- Disable any Battery saving related setting.
- Avoid "do not disturb" or "sleep" modes.
- Have your phone screen on at the time of the transaction.
- Make sure your Plutus app is active.
- Set your app as high priority.
- Do not use a task killer to disable the app when not using it.
- Restart the Plutus app.
- Clear cache of your Plutus app.
- Reinstall/Update to the latest version.
- Keep your phone system updated.
- Install the latest system (OS) updates available for your phone
- Reset your phone if it's not working properly or haven't done it for a long time.
If you want to learn more about push notifications or perform an in depth troubleshooting, please check the following pages:
Still not receiving push notifications after the troubleshooting
- Transaction date and time:
- Transaction amount.
Please send this even if the transaction was not completed. Note that we won't be able to trigger a code for you or to check it for a specific transaction that you may be attempting at the moment, but this information would help us to find any potential issue and solve it for future transactions.
Alternatively, and while we investigate for potential issues, you can use your Plutus Card through our partner Curve, as some users report lesser or no impact on this issue this way.
Why are my notifications delayed?
It's difficult to say accurately why a specific notification is delayed, we see in our experience that following the troubleshooting above often helps. If we have any known global issue, we will publish it in our Support Team Twitter account. Follow us there for the latest news on ongoing issues.
What can I do if the troubleshooting doesn't solve the issue? Is there anything Plutus can do?
Please, send us your information so we can investigate a potential issue with our system. Note that we are not able to manually generate or check a code for you, or to disable this system.
What happens if I fail to input the authentication code multiple times?
Your card may be blocked due to too many failed attempts, reach out to our Support Team here and we can contact our provider on your behalf to unblock your card. If you are unsure what happened, also reach us out and we can check it for you.