Mayday Safety Troubleshooting 101

So you've set up your Mayday Safety dashboard and you're ready to test it, but things aren't going as planned. The members of your organization that you want to receive an alert are not, and you're wondering where you went wrong.

There may be a few reasons why someone isn't receiving an alert on their phone. The issue could lie in the dashboard's settings, the individual's phone's settings, or you may not be getting the results you want because of a feature we've included on purpose from a tactical perspective.

Keep reading to learn how to troubleshoot this common issue.

1. The issue could lie in the dashboard's settings. Someone may appear outside of your zone because you've drawn your zone too tight or their phone case is inhibiting the phone's GPS capabilities. If it's not the phone case, modify the zone or delete it and redraw it (using the three dots next to the zone's name), making sure the zone is big enough to capture your building(s), plus the surrounding streets.

Other issues could be in the user's settings in the dashboard. You can set users up to be able to send alerts anywhere, anytime OR only when they're in the zone and/or during work hours (work hours can be adjusted in the Settings tab). We recommend letting all admins send an alert from anywhere, anytime to eliminate a possible issue.

Key takeaway: We recommend letting all admins send an alert from anywhere, anytime to eliminate a possible phone GPS/zone size issue.

2. The issue could lie in the individual's phone's settings. Make sure everyone has their location services turned on. Also, in the app, users can choose to share their location always or only when the app is open. If they choose to only share while app is open (their choice, privacy is important to us), then our system cannot possibly know that they are in the zone if the app is not open on their phone. However, they will still receive notifications if you send them to everyone regardless of their location, assuming they have allowed push notifications from the Mayday app.

Your best bet is probably to share your location with the app always, especially if you're an admin. Don't worry, Mayday Safety only tracks your location if an emergency alert has been activated and/or a safety check has been sent to you to see if you're safe or need help.

Key takeaway: Make sure everyone has their location services turned on and has the app open when testing the system. Also make sure everyone has allowed push notifications from the Mayday app.

3. You may not be getting the results you want because of a feature we've included on purpose from a tactical perspective. For instance, Mayday alerts only go to the phones of people who are within the zone where the alert was sent. That means, if you are testing the system and Joe is at home (not on campus), he will not receive the Mayday alert. This means that a user MUST be in the correct zone (some organizations have multiple zones) in order to receive the alert.

However, please note Joe can still receive notifications/messages (assuming you did not filter the message by zone and he has allowed push notifications from the app) regardless of his location. Leaders who are on vacation or at home cannot lock down a building, so they will not receive a Mayday alert, but they will receive all notifications and know what's going on.

Key takeaway: Users who are off-site will not receive a Mayday alert; they will only receive messages/notifications to let them know what's going on.

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