Not receiving notifications in the iOS app

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  • Problem
  • Updated 1 month ago
  • In Progress
For the last few days, I haven't been receiving any notifications from IMDb on my iPad. However, I am receiving them on my phone. Both iOS devices are up to date as are the apps and notifications are enabled on both devices so I don't understand why one is working and the other isn't.
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Kristen C

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Posted 1 year ago

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Ian Myers

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John, would you like to move this to a direct email chain. I’m willing to test anything and I understand this can take a little time but really hoping this doesn’t turn into a year long issue like with Kristen. I understand her issue was very different and fixed itself but if things take some time but effort is visible, understandable, but if this sits for a while with no movement, that will not being ideal
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John, Employee

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Hey Ian - sorry for the delay, we've made a lot of traction this morning on your issue. We're seeing a broken token in your response, which is assigned from our notifications SDK. We've now engaged that team to understand why they changed the Apple token. We should have more info Monday!
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Ian Myers

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Is this something that would most likely be App specific or user specific. Bouncing off either of those would/should it have an impact on my other apps or other IMDb users?
(Edited)
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John, Employee

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Depending on how/why the SDK is transforming the token, it would impact other IMDb users, yes. We're hoping there's a fix which stops that transform across the board. I'll keep you posted!
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Ian Myers

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So to confirm I’m understanding this correctly, it’s probably an isolated IMDb-token issue? Unless some app had a coincidentally similar experience, this token issue should not be affecting my relationship with any other apps? As far as I can tell, I’m not having any other issues with other apps but just wanted to confirm to alleviate any anxiety
(Edited)
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John, Employee

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Yes, that's right - it's specific to our app. 
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Ian Myers

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Any update on this John? You said last Friday you’d probably have more information this Monday and it’s been about 3 weeks since you diagnosed it failing. If you expect this to be resolved in the near future fee free to keep it here but if you expect this to take a bit longer could we move to email please?
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Ian Myers

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John, again any update. Note that there is one other app I’m having issues with (reddit). They’re blaming it on iOS 13. Could that be case for you guys as welll?
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Ian Myers

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Ian Myers

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Any update still? This is why I’ve requested repeatedly to move to email
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Ian Myers

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John, please, would like to be on a separate chain. You have my email.
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John, Employee

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Ian - my apologies. I was out of the office traveling for two weeks. I'll follow up on this today with the team. 
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Ian Myers

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Thanks, I’ve been on iOS 13 for a bit (most of the beta cycle). If they think my token rejection issues were a byproduct of that, then that would make this a widespread iOS 13 issue which I think is unlikely otherwise majority of all users by now would be affected.
If you still think this is an issue with my token specifically, please I’d prefer to move this to email unless the team is optimistic of a fix in the near future.
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Ian Myers

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John you are not making this easy
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Ian Myers

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Almost 3 months in when this issue is most likely on your end is somewhat ridiculous. I made a polite and simple request repeatedly if we could move to email. I also was told you would most likely have an update many weeks ago before you went on vacation. While this is being drawn out, as long as the team is actively engaged, if there is no resolution quite yet, I get it, but at least he better with transparency

I even asked a very actionable question, is this affecting all iOS 13 users. If so, I provided an important article as reddit had a similar issue and I know one of the engineers who fixed it there
(Edited)
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Kristen C

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Hi John. So I know about a month ago I said I had started receiving notifications on my iPad. I recently updated to iOS 13 and for some reason, I'm not getting them on my iPad at the moment but I am receiving them on my iPhone (both are using iOS 13). Will this be fixed with an app update or am I going to go another 10 months without IMDb notifications?
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John, Employee

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Hi Kristen - thanks for reporting that! We'll see if anything changed - we're experiencing a number of bugs with iOS 13, so please hang tight.
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Kristen C

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Thanks for the update. I’m getting them on my phone but not my iPad. Just wanted to check and see if it was a glitch with iOS 13
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Kristen C

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So I updated the IMDb app on both my iPad and iPhone but I’m still not receiving notifications on my iPad. Is this just a glitch that will hopefully be fixed soon or am I going to go another 10+ months without notifications? Thanks! 
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Ian Myers

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John, why are you making a chase like this. Please be better. I asked for an update 3 weeks ago as promised before your trip and also asked to move to email if resolution was not expected soon. I also suggested a possible solution and you’re giving me nothing!
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Ian Myers

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John literraly 4 weeks ago you said “we should have more info Monday”. I’ve asked you a few questions. What is going on?????!
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Ian Myers

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Why is this so difficult. You promised an update over a month ago!!!!! I’m not saying where’s the fix, I’m simply asking for 1) a verification if this is an issue with my token or a general iOS 13 issue (included the article the reddit team referred me to) 2) moving to gmail if this is going to take a while-it’s already been 4 months and I don’t want to be emailed every time random people like my comment or reply. I simply want progress on my ticket. Step it up!!!!!!!!!!
(Edited)
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John, Employee

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Hi Ian - once again, my apologies for not being timely on this issue. We had a partner team close out a ticket as "resolved" before we got to resolution on this. 

As far as we understand it,

1) This does not affect all iOS 13 users.
2) It does appear to be an issue WITH iOS 13, where the endpoint is being converted to a format that our notifications partner does not recognize as valid.

We're working with that team to understand if they're seeing this issue across all of their customers, and what solutions exist. We may be able to undo that conversion in our app, which our engineers are exploring. 

Very sorry for not responding sooner - let's keep discussion here so that other users can benefit from the exchange. 
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Ian Myers

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Did you see my comment sharing the following url: https://onesignal.com/blog/ios-13-int...

I have some connections with PMs From various apps. I mentioned that reddit was one other app that had a similar issue when I went to iOS 13 (though there’s was expected to affect all 13 users). Once they diagnosed the issue, they were able to roll out a fix in a day. I can connect you the pm from that team if you think it might be related.

Again, having to roll back/take time with a fix is understandable. The frustration is how long it is taking to simply diagnose the issue. It’s been 3 months and I really feel there needs to be higher urgency to at least denote what the foundation of the issue is.

As far as keeping it here, fine but to this jeorj, please stop liking every one of my posts. I would appreciate not getting the spam in my inbox and would only like to get notified when John responds.
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John, Employee

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Makes sense. We see what you're describing in that article, which may be a problem - we're passing data and code samples over to our partner team now. 
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Ian Myers

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Please let me know if you would like the PM for PNs for reddit who I worked with. Can share his handle if that would be helpful. Either way I’m hoping this does not get drawn out months and you can prioritize a fix in the coming weeks. I feel that is reasonable.
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Ian Myers

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How he had described the fix was “ Essentially need a new attribute on required on all APNS (Apple Push Notification Service) API headers”
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John, Employee

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Yeah - looks like there's a broken bit of code in the notifications SDK which is causing your token to be transformed into a format we can't process. We're working with the team who owns that SDK right now. 
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Ian Myers

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Thanks so was this related to the issue I ran into with Reddit most likely?
If so that probably affects a large batch of 13 users...

Also, I won’t hold you to a full-on eta, but since it sounds like you have a better grasp of the issue, would an expected fix within the next couple weeks be reasonable. I would hope even sooner, and obviously further complications can arise, but just want to confirm that if this is the extent of the issue, that this doesn’t drag out for many more months.

Fyi, this is why I kept pinging your before. I felt like it might be like Reddit’s and rather than wait for you to get a full resolution I simply wanted you to reply off that point as that might influence a better diagnosis
(Edited)
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John, Employee

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Totally. My apologies, again. I was on holiday for a few weeks and then lost this issue in the shuffle of getting back up to speed. But we're on it now! 
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Ian Myers

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FYI I did recieve one notification today
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John, Employee

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Great news! Sounds like the fix might be working - keep us posted if they start coming through consistently. 
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Ian Myers

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It was just one so far. Did they think they had a fix yesterday? Woulda thought you’d update
(Edited)
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Ian Myers

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It was just one so far. Did they think they had a fix yesterday? Woulda thought you’d update
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Ian Myers

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It was just one so far. Did they think they had a fix yesterday? Woulda thought you’d update . Any chance to review log of what’s gone through/failed. Not sure if only 1 *should* have done through

Emojis fail in the keyboard here heh and glitch out everything acter
(Edited)
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John, Employee

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There are two fixes - one which our partner team was able to push via server update, and another coming in an app update (9.15.1, scheduled for today or Monday). Please keep us posted if you receive notifications throughout the day and weekend.
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Ian Myers

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Yes I am and have been. Just please also do the same in keeping me posted. Even if it’s just a partial update like the server update before the app update, its helpful to know that. Lemm know everything you think it’s worth me knowing and I’ll do the same. And please also monitor my token recieves from your end as well as I think you can telll if they fail too Since eiy only know if they’re coming in by what I seee, not what I don’t see
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Ian Myers

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Thanks
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Ian Myers

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Just recieved aleet #2 for a jungle cruise trailer. First notif I think was a General imdb news one
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Ian Myers

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Dude @jeorj Euler, I know I’m being direct but you got to stop liking every single comment I and others make! I know you’re passionate but it brings no benefit and just spams people’s inboxes. The devs are still gonna fix what they’re gonna fix, it doesn’t make the post stand out more. And for us who have alerts on for when the devs respkd, I’m getting emailed for every like you do. I’ve gotten around 15 just in this thread alone, and on one I even asked you to stoop and instead of respecting that, what did you do, you like it. If there’s some benefit that I’m missing go for it with others, not me, but if you do see my point, hopefully you’ll relax on doing it to everyone becuase quote frankly all it does is just spam
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Jeorj Euler

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I didn't even notice. I do more scanning than actual reading.
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Ian Myers

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What? How would u not notice? You have 9500 likes? Even if you have been on this site for 10 years! That’s 10 years every day like 3 posts without fail. Please stop!!!!!!
(Edited)
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Jeorj Euler

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The number of stars I've received is irrelevant. Anyway, I had not noticed a prior complaint from you about receiving stars from me. I simply did not notice, perhaps because I receive too many GS email notifications per hour myself. Now, you've go me replying to you, so now you're receiving even more "spam". How ironic.
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Ed Jones (XLIX)

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Yes Jeorj, I like a LOT!
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Ian Myers

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What the **** is up with you people. Ed Stop spamming me. You guys are pathetic. 18000 likes I said I don’t want to be alerted. You guys claim you did t noticed yet you like the posts when I specifically say don’t like my chain. Low lifes. Get the hell out of here. This is tech support not some time to waste my time.Pests
(Edited)
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Ed Jones (XLIX)

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.
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Ian Myers

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John we need to move to email. This is ridiculous. I asked to do that originally. It’s not my fault you have pathetic users who just harass with no moderation
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Ed Jones (XLIX)

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Because you get a like from someone does not mean you will get all their notifications. I have only replied here. You have only replied here. At best you got two e-mails for the likes I gave you for your dedication and perseverance in dealing with this issue. A lot of people would have given up. Kudos.
But if being praised for your stick-to-edness attitude bothers you, by all means use this much slower method of communication......https://help.imdb.com/contact
That is the FIRST time someone has been angry over being praised for their dedication.
Good Luck
:):)
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Ed Jones (XLIX)

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Bye Bye!
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bderoes, Champion

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GetSatisfaction users have control over whether they receive email notifications for Likes (aka Stars):

Just go to your profile page:
https://getsatisfaction.com/imdb/people/ian_myers
and select Email Notifications from the short menu in the left column:


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bderoes, Champion

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GetSatisfaction users have control over whether they receive email notifications for Likes (aka Stars):

Just go to your profile page:
https://getsatisfaction.com/imdb/people/ian_myers
and select Email Notifications from the short menu in the left column:


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Jeorj Euler

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Ian Myers, I will respect your request to a significant degree. (This is contingent upon me recognizing and remembering your handle and avatar on this forum.) For your information, you can opt out of specific types of GS notifications by visiting https://getsatisfaction.com/me/notifications, unticking the appropriate checkboxes and saving the settings. In your case, you will want to uncheck the box to the left of "Send me email at my primary email address about stars on my replies and comments". That way you do not have to go complaining to everybody who likes too many of your posts. For what it is worth, I apologize for any or all inconveniences I've caused you. I sort of have no business following this topic anyway, since I do not use any Apple products. However, the technical nature of the topic does interest me. No hard feelings I hope.
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Jeorj Euler

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Okay, so, bderoes beat me to the punch regarding adjustment of the settings. I did provide a hyperlink that is not user-specific, though. While logged in, anybody can visit that URL and be redirected to his or her notification settings for the whole website of Get Satisfaction.
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Kristen C

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Hi, John. Just checking in since I haven't heard anything from you in about 6 days. Since then, I still haven't received any notifications on my iPad and haven't gotten them on my phone since Monday (usually got at least one a day but nothing since). Are you still working to figure out what's going on with me or was my case "resolved"?
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John, Employee

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Hi Kristen - we expect to get the patch release out today. Please update to 9.15.1 (when available) on both devices and we'll see if that resolves the issue. Thanks!
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Kristen C

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I'll wait and see what happens and let you know. Thanks!
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Kristen C

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Just updated to 9.15.1. Now I'll wait and see if I start getting notifications.
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Kristen C

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Just got an update on both devices about an hour ago. Hopefully this will continue without issues. Thanks!
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John, Employee

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Awesome news! Sorry this took so long to get root-caused and resolved, but I'm glad you're getting notifications :). 
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Ian Myers

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John, just got an alert (my first since the update) and coupled with the fact that I was getting alerts when the server side patch was applied as well, I’m going to assume this is now working.

Thank you for escalating to the team.

One request if you didn’t mind since you were able to confirm when tokens were failing before is perhaps to quickly peruse my specific account and see if it’s been all successes since. I would assume that should be possible and should show that way since I’ve been getting notifications recently, but I feel it might still make sense to check once more that everything’s working right before I drop off since I can only confirm what I am getting, not what I’m missing.

(Disclaimer that I shouldn’t have to make: for all the trolls on this IMDb board, please don’t like/comment this post, I am specifically requesting you not to. Yes, I can theoretically turn off likes but I am not going to put in the effort to adjust the settings for that. I wouldn’t expect to get likes from people that don’t even have an iPhone just for the sole purpose of being annoying. I got over 40 emails last week unnecessarily, half of which were after I legit requested you not to do so; please respect me and keep this conversation to John and myself, the only relevant parties for me on this issue. Thank you)
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Jeorj Euler

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(Whatever. You would be most polite if you simply dropped it. You're welcome.)
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John, Employee

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Hi Ian - sure thing, we'll take a look tomorrow and confirm that all notifications are working properly. 
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Ian Myers

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Thanks John
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Kristen C

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Since I started getting notifications again after updating the app, I should still receive them even though I updated the iOS 13 software on both devices right?
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Ian Myers

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I can answer this one with confidence that the updates were made 100% to patch going foreseeable forward. I’ve been on beta so been ahead of you in terms of OS and the fizes are still working so you should be good unless Apple changes soemthinh
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Kristen C

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Thanks so much!
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Kristen C

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Hi John. I know 5 days ago I had said I had started receiving IMDb notifications again on both my iPad and iPhone. As of this afternoon, I have stopped receiving notifications on my iPad. I had to restore my iPad from a recent backup yesterday and ever since I reopened all my apps, I haven't received a single IMDb notification even though I am still receiving them on my phone. Is this just a glitch that will hopefully fix itself in a day or so or am I going to have to wait for the next app / iOS update for the issue to be resolved? Thanks for all your help.
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Kristen C

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Any update on why I started receiving IMDb notifications without issue and then restored my iPad from a backup and now nothing?
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Kristen C

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Any update yet?
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John, Employee

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Hey Kristen - what version of iOS are you on? 
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Kristen C

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I'm on the current version, iOS 13.2. Since I last posted (4 days ago), I've started getting notifications on my iPad again. Hopefully this will stay constant for the future. Thanks again for your help!