Mobile app device not showing in a user's devices via the web UI even though the app is installed and connected

Problem

My Mobile App device does not show up under My Devices. How can I get it to appear in the list of My Devices?

Environment

• All versions of xMatters

• iOS and Android Mobile Application

Resolution

If you have already added the xMatters Mobile App, but you don't see it under My Devices, ensure that the Push Notifications setting is turned on:

1. Open the xMatters Mobile App on your device.

2. Go to Settings > Notification Settings.

3. Ensure Push Notifications are enabled.

Your device should now appear in the list.

Cause

When push notifications are disabled on the device, the device does not appear under My Devices. As a user, you can still open the mobile app and manually check the inbox for alerts, but you will not receive push notifications for those alerts.

Applies to iOS and Android app.