Please follow the instruction shared below which will help us debug the issue.

1. Please check if the "Push Notifications Enabled" is YES/NO in the APP DATA section on the Freshchat web interface for a conversation started from a specific device to see if you have managed to send the push token from that device.

2. If you've followed the steps shared in the integration guide you should see that the push notifications enabled should be marked as 'YES'. If it is 'NO', nothing to worry please follow the instructions shared below:

For Android :

If you haven't already integrated FCM, do so by following the instructions here.

After following FCM steps for integration, follow these 2 steps to connect Freshchat and FCM

Step 1. Send Registration Token

In the app's implementation of FirebaseInstanceIdService, send the token to Freshchat as follows :


public void onTokenRefresh() {

String token = FirebaseInstanceId.getInstance().getToken();



Step 2 : Handle FCM MessageIn the app's implementation of FirebaseMessagingService, pass the RemoteMessage object to Freshchat if it is a Freshchat notification.


public void onMessageReceived(RemoteMessage remoteMessage) {

if (Freshchat.isFreshchatNotification(remoteMessage)) {


} else {

//Handle notifications with data payload for your app



If you've followed the above steps for Android, you should see that the PUSH NOTIFICATIONS ENABLED will have switched from NO to YES.

3. For Android: Check if you've saved the right FCM key in Freshchat Settings >>Mobile SDK.

Note: We accept only the 160-180 characters long key.

4. After all the steps shared above if you still don't receive notifications please take the conversation ID from the URL. It would be the last 10 or above digits in the URL and paste it in the URL shared below:

Now share the screenshot of the results with us.