Internal Errors
Our internal system generates some errors that affect push notifications sent to all platforms.| Error/Alternative errors | Description | Remedy |
|---|---|---|
| MOE_PFR Personalization Failed | This error occurs when push personalization fails and no fallback message is defined, the system will not send the notification to the user, resulting in a Personalization Failed error. | Ensure that every user has all the required personalized attributes. |
| Removed due to Minimum Delay | This error occurs when the user is removed from receiving the notification due to the campaign minimum delay. | Check the configured minimum delay under Settings > Deliverycontrols > Minimum delay. |
| Not sent due to campaign level min delay | This error occurs when the user is removed from receiving the notification due to the campaign minimum delay. | Verify the minimum delay configured in the campaigns. Check the minimum delay configured in campaigns by navigating to Schedule and goals > Delivery controls > Minimum delay between two notifications. |
| Rejected because of DND | This error occurs when the campaign is rejected because of the DND configured in the campaign. | Check if Do Not Disturb mode is on by navigating to Settings > Delivery control > Do not disturb. |
| Timer Duration Exceeded Limit | This error occurs when the Timer template duration exceeds more than 12 hours. | Ensure that the Timer template duration is less than 12 hours. |
| Removal of duplicate tokens | This error signifies that the system has identified and removed redundant push notification tokens associated with a user’s device. | No action required. This is the expected behavior. |
| Timer Duration Less Than 15 Minutes | This error occurs when the Timer template duration is less than 15 minutes. | Ensure that the Timer template duration is more than 15 minutes. |
| Users removed due to Global Control Group | Users were removed due to the Global Control Group. | Ensure that the Global Control Group toggle is turned off. |
| Users removed due to Campaign Control Group | Users were removed due to the Campaign Control Group. | Ensure that the Campaign Control Group toggle is turned off. |
| Users removed due to campaign frequency limit | Users were removed because they had already received the maximum number of messages allowed by the campaign’s Limit Message configuration. | Review or disable Limit Message in the campaign’s delivery settings if the exclusion is unintended. For more information, refer to Limit Messages for Periodic and Triggered Campaigns. |
Platform Errors
MoEngage sends Android and iOS Notifications using FCM and APNS services, respectively. If errors are encountered while using these services, notifications may not be sent. Here is a list of common errors for reference.- MoEngage derives platform errors from the responses that FCM and APNS return.
- FCM and APNS can return an inaccurate cause, so the reported error does not always identify the actual problem.
- Use platform errors as indicators of integration health, not as definitive diagnoses.
- The same error can affect one user and not another when their app builds use different FCM credentials, which causes a credential mismatch.
Android - Firebase Cloud Messaging(FCM) and Huawei Messaging Service (HMS) Errors
| Error/Alternative Errors | Description | Remedy |
|---|---|---|
| Invalid Registration Also known as:
| This error occurs when an invalid FCM Push token is submitted during registration. | Review the code implementation to confirm the accuracy of the token passed within the MoEPushKitHelper.getInstance().passPushToken() and MoEFirebase.getInstance().passPushToken() method. |
| Not Registered Also known as:
| This error occurs when a registration token becomes invalid due to the following reasons:
| If the older token expires, the new token will be passed in the onNewToken() of the Firebase or HMS service class (or a class extending this class). Make sure to pass the received token to the respective MoEngage module APIs, namely MoEPushKitHelper.getInstance().passPushToken() for HMS tokens and MoEFirebase.getInstance().passPushToken() for Firebase tokens.
|
| FCM Message rate exceeded Also known as:
| This Firebase Cloud Messaging (FCM) error occurs when the volume of sent messages surpasses your account’s service capacity. To manage the incoming message rate, requests exceeding this capacity are denied. This situation typically occurs when numerous campaigns are launched simultaneously at rapid speeds. | To reduce FCM errors, you can:
|
| FirebaseCloudMessaging Also known as:
| The error occurs when the utilized FCM Project lacks Cloud Messaging access. | Verify if Firebase Messaging / Google Cloud Messaging is enabled in the Firebase project/ Google Cloud project. You may need to enable Firebase Cloud Messaging separately from Firebase Cloud Services in the FCM Console. |
| Mismatch Sender Id Also known as:
| This error occurs when the registered Sender ID doesn’t match with the Sender ID provided to MoEngage. | The google-services.json file added to the app’s code and the service-account.json file added to the MoEngage Dashboard are of two different Firebase projects. Ensure that the files (google-services.json added in the App and service-account.json added in the MoEngage console) are of the same Firebase project. |
| Message Too Big Also known as:
| This error occurs when the message payload size limit is exceeded. | Firebase messaging has a limit on the message size and the Key-value pairs/payload size. Reduce the payload size (Character limit - 1000 characters, payload size limit - 4096 bytes/ 4KB) When sending the Payload from the API, make sure the proper keys are added to the payload. |
| Invalid FCM Auth Key Also known as:
| This error occurs when the Authentication Key uploaded for FCM is invalid/expired. | Generate a new key by following the steps outlined in the FCM Authentication documentation. |
| Device Message Rate Exceeded | This error occurs when the rate of messages to an account/project is higher than the default rate limit of 600,000 requests per minute. | You need to either reduce the campaign sending speed or increase the quota from FCM. For more information, refer to FCM Authentication. |
| Push Amplification™ Plus targets were invalid | The Push Amplification™ Plus tokens are not valid or not found at the time of sending the notifications. | Check if the PushAmp+ integration was properly completed. Verify if the token passed in the PassPushToken belongs to the PushAmp+ service (HMS) and not FCM. |
| Sender temporarily unavailable Also known as:
| This error indicates a problem on the sender’s server. The server may have encountered an internal error during request processing or could be temporarily offline. | This is a temporary error from FCM and may appear intermittently, requiring no action on your end. |
| Response Decode Error | This error occurs when the FCM response could not be parsed due to an unrecognized JSON format. | This is a temporary error from FCM and may appear intermittently, requiring no action on your end. |
| HMS Message too big Also known as:
| This error occurs when the message payload size limit exceeds for HMS. | Firebase messaging has a limit on the message size as well as the Key-value pairs/payload size. Reduce the payload size (The maximum message size is 4 KB). When sending the Payload from the API, make sure the proper keys are added in the payload. For more information, refer to FAQs-Push Kit. |
| FCM Insufficient Permission Also known as:
| This error occurs when the FCM Private key generated does not have permission to create cloud messaging. | Verify if Firebase Messaging / Google Cloud Messaging is enabled in the Firebase project/ Google Cloud project, and the updated JSON keys are added in the MoEngage Dashboard. For more information, refer to FCM Authentication. |
iOS - Apple Push Notification Service Errors
| Error/Alternative Error | Description | Remedy |
|---|---|---|
| Invalid payload size PayloadTooLarge | This error occurs when the total size of the payload data included in a message exceeds the APNS limit of 4096 bytes. | Ensure that the maximum payload size of the push notification is within 4096 bytes. You may need to reduce the number of key-value pairs you are passing. For more information, refer to APNS documentation for Generating a remote notification. |
| Invalid token size | This error occurs when the token provided to MoEngage is not correct. | The correct push token should be passed to MoEngage. For more information, refer to Push Notification Implementation. |
| APNS Provider Certificate Expired | This error occurs when the APNS provider certificate uploaded to the MoEngage Dashboard has expired. | Create a new PEM file and upload it to MoEngage, or switch to the APNS Authentication Key method. Apple recommends migrating to the AuthKey-based method (.p8) for better control and simplified management. For more information, refer to APNS Certificate/PEM file. |
| APNs Client Connection Failed | This error occurs for the following reasons:
|
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| Device Token Not For Topic Also known as:
| This error occurs when the PEM file or AuthKey is uploaded with the wrong BundleId linked on the MoEngage Dashboard. | Ensure that the correct Bundle Identifier in the MoEngage dashboard is linked with a PEM file or AuthKey(.p8 file). |
| BadDeviceToken | This error occurs when the APNS Bundle ID provided to MoEngage does not match the bundle ID used to register the token. It also occurs when push notifications are sent to the wrong environment (development versus production). | Ensure the following configurations:
|
| Invalid Provider Token Also known as:
| This error occurs in the following cases:
| Ensure the following:
|
| TopicDisallowed | This error occurs when pushing to a topic is not allowed, or when there is a mismatch between the App Identifier Prefix in the certificate/AuthKey and the app’s Bundle ID. | Ensure that the BundleIdentifier added in the Push settings of the MoEngage dashboard with AuthKey(.p8 file) matches the app’s BundleIdentifier on which the push notification is tested. |
| Authorization Error Also known as:
| This error occurs when the Authentication Key for APNS is invalid/expired. | If you encounter this error with APNS, you will need to upload a new certificate. |
| Unregistered | This error occurs when an existing registration token may cease to be valid in several scenarios, including:
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| TooManyProviderTokenUpdates | This error occurs when the provider token is being updated too often. | Avoid sending a large number of push notifications for a single user. |
| Sender temporarily unavailable Also known as:
| This error occurs when either the Sender server experiences an internal error while trying to process the request, or it is temporarily unavailable. | An “InternalServerError” from the Apple Push Notification service (APNs) indicates a problem on Apple’s end, not your code, and you should report it to Apple. |
| ServiceUnavailable | This error occurs when the service is unavailable. | This is a temporary error from Apple, and no action is required from you. |
For further errors, contact MoEngage customer support.