Help! Reminders aren't working...

Modified on Fri, 24 Sep, 2021 at 1:10 PM

Generally the reminder functionality is pretty bullet-proof, and there isn't a lot that can go wrong on the client. Where we have occasionally seen problems is when the device doesn't register properly with the server... this can happen for a range of reasons but let's not focus on that... let's get them working for you!

OK... there are a few steps we can take to fix/diagnose this problem. Apologies if any of the below steps seem 'simple'; we are not trying to belittle your intelligence or technical know-how.

1) Confirm that reminders are set up. When looking at the settings >> reminders page you should see a message at the top of the screen that says that reminders are set up (see screenshot). The exact wording might vary as the web and mobile platforms do things slightly differently but it should definitely be clear. If however you see a message asking you to give permission for reminders, then this could be the problem. Unfortunately EVERY device needs to give permission for reminders to work correctly... just a limitation of the service we are using.
2) Disabling/Re-enabling Reminders Assuming that step 1 was positive, then the next step is to disable and then re-enable the reminders. Simply click the yellow button to disable reminders (see picture above); count to 15 (very technical!); and then click the same button to re-enable reminders. This will re-initialise the connection with the server and database, normally getting you back on track.
3) Are reminders actually set for a lesson? Seems really simple but do you have some reminders set up on the current lesson? Go to Daily Lesson >> Exercise and check that there are some scheduled reminders. For example, in the screenshot there are no reminders scheduled, so none will be received. If you aren't sure how the reminder functionality works then I have created two short videos explaining the process at https://support.risen.solutions/en/support/solutions/articles/51000143136-how-do-i-set-up-reminders-. You don't need to watch both (there is one for web and one for mobile) and they take ~4-5 mins to go through the entire process.
4) Still not working? Dang! Something has really gone wrong... please the ticket functionality on the help site to send us a message and we can try fiddling with knobs from here. ;-) Again, please let me apologise for the inconvenience, Badass ACIM should be a pleasure to use and we are truly sorry that it hasn't been a seamless experience for you.