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Troubleshooting

Plain-language fixes for the messages and symptoms people actually run into.

Push notifications#

You see	Why	Fix
None of the N contacts in this audience has an FCM token	Nobody in the audience has opened your app (or allowed web notifications) yet	Wait for app/web registrations, pick an audience that includes app users, or add another channel
No FCM token for this contact	That person has no active device token — they never opened the app, or uninstalled it	Nothing to fix; they can still be reached by email/SMS/WhatsApp
FCM token is no longer valid	The app was uninstalled or the token expired; Nerja removed it	It re-registers the next time they open the app
Daily limit reached — already got 3 push notifications	Safeguard against spamming one person	Expected. The message is not retried today
Apple rejected this iOS push — upload your APNs authentication key	Firebase has no Apple key for your iOS app	Upload the .p8 key in Firebase → Cloud Messaging → Apple app configuration
Firebase (FCM) isn't connected	No verified Firebase integration in this workspace	AI Connectors → Firebase (FCM) → Integrate
Sent, but nothing on the phone	Notifications are off for the app, Focus/Do Not Disturb is on, or (web) the site was not opened from the Home Screen icon on iPhone	Check the device's notification settings for the app

Symptom	Cause	Fix
No events in Data Brain	Script missing on the page, wrong key, or an ad blocker	View source for the script; open DevTools → Network for /v1/events/batch
401 “Origin not allowlisted”	Page is served from a site other than your workspace website	Use the website entered at signup, or contact support if it changed
Events arrive but no leads	Visitors are never identified	Call NerjaTracker.identify() after login/sign-up, or keep consent at identity or full
Duplicate carts after purchase	Order confirmation page not recognised	Call NerjaTracker.clearCart() on the confirmation page

Symptom	Fix
Events arrive but no FCM token	Check google-services.json / GoogleService-Info.plist is in the app and Firebase Messaging initialised; on iOS check the Push Notifications capability and APNs key
401 from the SDK	The key must allow your app id (X-Nerja-App-Id). Recreate the key from the Firebase dialog
A signed-ids error	Signed user ids are required in this workspace — send userHash from your server
Tap opens the website, not the app	Register the link handler, or set up App Links / Universal Links on your domain

Symptom	Fix
Launch is blocked: copy uses a placeholder we cannot fill	Remove the variable or replace it with a supported one
“No delivery provider connected”	Connect the channel's provider in AI Connectors
Audience generation is temporarily unavailable	Pick a saved audience, or try again shortly

Tip

Still stuck? Email support@nerja.ai with the campaign name and the time it ran.

Prefer to talk it through? Book a 30-minute call with the Nerja team.

Something unclear or missing? Email support@nerja.ai and we will improve this page.

Troubleshooting

Plain-language fixes for the messages and symptoms people actually run into.

You see	Why	Fix
None of the N contacts in this audience has an FCM token	Nobody in the audience has opened your app (or allowed web notifications) yet	Wait for app/web registrations, pick an audience that includes app users, or add another channel
No FCM token for this contact	That person has no active device token — they never opened the app, or uninstalled it	Nothing to fix; they can still be reached by email/SMS/WhatsApp
FCM token is no longer valid	The app was uninstalled or the token expired; Nerja removed it	It re-registers the next time they open the app
Daily limit reached — already got 3 push notifications	Safeguard against spamming one person	Expected. The message is not retried today
Apple rejected this iOS push — upload your APNs authentication key	Firebase has no Apple key for your iOS app	Upload the .p8 key in Firebase → Cloud Messaging → Apple app configuration
Firebase (FCM) isn't connected	No verified Firebase integration in this workspace	AI Connectors → Firebase (FCM) → Integrate
Sent, but nothing on the phone	Notifications are off for the app, Focus/Do Not Disturb is on, or (web) the site was not opened from the Home Screen icon on iPhone	Check the device's notification settings for the app

Symptom	Cause	Fix
No events in Data Brain	Script missing on the page, wrong key, or an ad blocker	View source for the script; open DevTools → Network for /v1/events/batch
401 “Origin not allowlisted”	Page is served from a site other than your workspace website	Use the website entered at signup, or contact support if it changed
Events arrive but no leads	Visitors are never identified	Call NerjaTracker.identify() after login/sign-up, or keep consent at identity or full
Duplicate carts after purchase	Order confirmation page not recognised	Call NerjaTracker.clearCart() on the confirmation page

Symptom	Fix
Events arrive but no FCM token	Check google-services.json / GoogleService-Info.plist is in the app and Firebase Messaging initialised; on iOS check the Push Notifications capability and APNs key
401 from the SDK	The key must allow your app id (X-Nerja-App-Id). Recreate the key from the Firebase dialog
A signed-ids error	Signed user ids are required in this workspace — send userHash from your server
Tap opens the website, not the app	Register the link handler, or set up App Links / Universal Links on your domain

Symptom	Fix
Launch is blocked: copy uses a placeholder we cannot fill	Remove the variable or replace it with a supported one
“No delivery provider connected”	Connect the channel's provider in AI Connectors
Audience generation is temporarily unavailable	Pick a saved audience, or try again shortly

Tip

Still stuck? Email support@nerja.ai with the campaign name and the time it ran.

Prefer to talk it through? Book a 30-minute call with the Nerja team.

Something unclear or missing? Email support@nerja.ai and we will improve this page.