Participant with notification issue

Hi, I have a participant (#90200) who states they are not receiving notifications for our study (#3578). We have tried troubleshooting, asked them to ensure notifications are on and even reloaded their devices. But they state they are still not receiving the notifications. No other participants report this issue. Can you provide any advice?

Dear Lauren,

Sorry for the late response.

I checked our audit logs for the participant and it seems that the sessions have been prompted to the user at the scheduled time. Although, there might be some device specific settings preventing them to see the notifications properly. Please make sure that the participant applies all the steps described in the following forum thread: Notification sent, participant cannot open survey - #5 by s.schulz

Best regards,