How Am I Notified?


Clear To Go notifies individuals on an ongoing basis via one of three possible communication channels. The order of priority is:


  1. Push Notification
  2. SMS
  3. Email


If the earlier method is not present or fails, it will move on to the next. We do not allow for more than one at the same time. E.g., SMS and Push.





User Reports They Did Not Receive a Notification



1. Navigate to the Employee or Student or Contractors Page


  • Locate the user that's reporting the issue.


  • Select Edit


  • On the left hand side, under Info, it will show the number of screenings, the device used, the last date/time they were screened, and a link to the Notification Log. This will also show all of the devices that are linked to an account. Removing a linked device will require the user to uninstall, reinstall, and link the app to their Clear To Go account. This is helpful for Mobile App users that report they are not getting an notification on the mobile app.



  • This section is also beneficial for users that have:
    • changed or upgrades their device
    • reinstalled the app several times
    • reported no Push Notification even though the system shows it was sent.


  • Select Notification Log.




  • The Notification Log page shows a date/time and a log of the notification. It will show successful and failed notification for only this user. You can select a Start Date and End Date to narrow down your search. If multiple users report they did not received a notification, below will show how to view all notifications for everyone.



 To send a test notification, an administrator can follow these steps:


  • Find the person in the Clear To Go admin area. 
  • Click on “Options” then “Send Screening”. This will send the person a notification to screen.
  • You should see “Sent [XXXX] Notification” in the banner at the top. [XXXX] will tell you what communication channel CTG is using to send. Possible values are "Push", "SMS", and "Email".
  • Within a couple seconds to a couple minutes (depending on network between Apple and the device) the person should receive a notification on their device.



System Wide Notification Log



1. Click your name at the top right, then select Settings


2. Select Notification Log



       

From here, you will see any and all notifications sent to your organization. You can also filter by date range.





iOS Push Notifications


Apple's push notification service is very opaque to 3rd party systems. If you are having trouble receiving them, follow these steps:


1. Confirm that push notifications are enabled and that none of the OS specific preferences are turned off for the app. See this page: https://support.apple.com/en-us/HT201925 and specifically, the section titled: “If you don’t see notifications for a specific app.”


2. Know that push notifications aren’t shown if the Clear To Go app is already open.


3. Confirm that you are receiving push notifications for other apps. Rare cases can be caused by network firewalls or VPNs. See here for information: https://support.apple.com/en-us/HT203609


4. Do you have the app installed on multiple devices? Only the most recently installed app will receive notifications.


5. To send a test notification, an administrator can follow these steps:


  • Find the person in the Clear To Go admin area. 
  • Click on “Options” then “Send Screening”. This will send the person a notification to screen.
  • You should see “Sent [XXXX] Notification” in the banner at the top. [XXXX] will tell you what communication channel CTG is using to send. Possible values are "Push", "SMS", and "Email".
  • Within a couple seconds to a couple minutes (depending on network between Apple and the device) the person should receive a notification on their device.


If you did not see "Push" in step 5 and were expecting it to, check that:


  • The app is installed on the person's device
  • The app has push notifications enabled
  • The app is linked via the same email address or phone number listed in the user's profile.


If these are all checked and don’t resolve it, try the following this help desk solution or open a support ticket by emailing support@cleartogo.co and we'll assist.



Questions? Email us at support@cleartogo.co