Live Chat Mobile SDK - Push Notifications Not Working (Android & iOS)

Developer Support APIs & Integrations
1

Hi HubSpot Support Team,

We are experiencing an issue with the HubSpot Live Chat Mobile SDK where push notifications are not being received on mobile devices when agents reply to conversations from HubSpot Inbox. This issue affects both Android and iOS platforms.

Android Configuration

  • Live Chat Mobile SDK Version: 1.0.5
  • Test Device: Samsung SM-G9910 (Android 14)

iOS Configuration

  • Live Chat Mobile SDK Version: 1.0.7
  • Minimum iOS Version: 15.0
  • Test Device: iPhone 16 Pro Max

What We Have Verified

  1. Local Push Notifications Work

We tested sending push notifications directly using Firebase Admin SDK (Android) and APNs (iOS) with the same device tokens and credentials. Push notifications are received successfully on both devices.

  1. HubSpot Push Configuration is Enabled
  • Push Notifications status shows “Enabled” in HubSpot settings
  • We have uploaded the Firebase Service Account JSON file (Android)
  • We have configured APNs credentials (iOS)
  • Project ID and Sender ID are correctly configured
  • We have verified and re-uploaded the credentials multiple times
  1. Visitor Identity is Set
  • User identity (email + visitorToken) is properly configured
  • Live Chat conversations are successfully created and visible in HubSpot Inbox
  1. Official Live Chat SDK Demo App Tested

We tested using the official HubSpot Live Chat Mobile SDK demo app (Android version 1.0.5) with our portal configuration. The issue persists - no push notifications received when agents reply.

  1. API Calls are Successful

We confirmed via device logs:

  • POST /livechat-public/v1/mobile-sdk/device-token returns 200 OK
  • POST /livechat-public/v1/mobile-sdk/metadata returns 204 No Content
  • Push token is included in metadata: push_token field

Issue Description

When an agent replies to a Live Chat conversation from HubSpot Inbox:

  • The reply appears correctly in the chat widget
  • No push notification is delivered to the mobile devices (both Android and iOS)
  • No FCM/APNs message is received (confirmed via device logs)

Additional Observations

The contact detail page in HubSpot does not show any “Push Token” or “Mobile Device” field. We are unsure if the push token is correctly associated with the visitor/contact on HubSpot’s backend.

Questions

  1. Is there any additional configuration required in HubSpot to enable Live Chat mobile push notifications?
  2. How can we verify that the push token is correctly associated with the visitor/contact?
  3. Are there any server-side logs or diagnostics available to troubleshoot push notification delivery?
  4. Is there a known issue with push notifications for the na2 hublet?

Request

Could you please investigate why push notifications are not being sent from HubSpot’s backend when agents reply to Live Chat conversations? We have exhausted all client-side troubleshooting steps.

Thank you for your assistance.

Best regards

Paul Hao

[Moderator note: removed environment detail to preserve privacy]

2

Hi @phao thanks for reaching out to the community on this regard ! I understand that your contacts are not receiving Live Chat Mobile SDK - Push Notifications Not Working to their Android & iOS devices, is that correct ? Can you confirm if this was working before ? I would like to add some of our Top Contributors from the Developer community @sylvain_tirreau @BrandonWoodruff @GiantFocal do you have any recommendations for @phao to: 1. Enable Live Chat mobile push notification 2. Verifying that the push token is correctly associated with the visitor/contact?. TIA ! - Josefina, Community Moderator

3

Hi Paul,

Here are some things I would validate and try:
1. The Identity must be set before opening chat

Make sure that the identity of the visitor has been Identified and the setUserIdentity() has been called before the UI of the chat is opened.

2. Push token visibility in HubSpot

If you want visibility in the HubSpot UI for Push Tokens, I would suggest that you would log when it happens as a custom event in hubspot, and then maybe use it to attach to a custom property for internal reference.
3. Make sure that you aren’t clearing the SDK state unintentionally, calling logout() on android, or clearUserData() on IOS will detach the identity and the push token.

Let me know if this helps, or if you have any other questions!

:check_mark: Was I able to help answer your question? Help the community by marking it as a solution.

200×200 7.52 KB
Brandon Woodruff
Senior Software Developer @ PearagonStill have questions? Reach out at brandon@pearagon.com
4

Hi Brandon, @BrandonWoodruff
We are currently unable to determine why push notifications are not being received. Even using the demo you provided, we are unable to receive push notifications. To facilitate troubleshooting, could you provide the direct push notification interface? Thank you.

5

Hi @fzhuang and thanks for your post on the HubSpot Community!
If you’re exploring the HubSpot CLI demo and are expecting push notifications, could you share a bit more about your setup?
For example, are you looking for browser, mobile, or webhook notifications?
And which specific HubSpot feature or demo are you working with?
That’ll help me point you in the right direction!
Thanks and have a wonderful day!
Bérangère

6

@phao Have you manage to get the push notification working?
I am also facing the similar issue.

7

Hey @kenlim and @phao

It sounds like you’ve done a solid job ruling out client-side issues. A couple of things worth looking into while we get some more eyes on this:

If you’ve exhausted the peer troubleshooting here, I’d also recommend opening a ticket directly with HubSpot Support.

In the meantime, I’d like to tag some other Top Contributors to see if they have any experience with this!

@RubenBurdin, @MichaelMa, @evaldas -- do you have any other suggestions for @phao and @kenlim on this?

Thank you!

Sam, Community Manager

8

@SamTassey
Thanks for your reply.
For some reason, push notification is working for me after I test it again.
No code change was done.
Thanks anyway.