For Support

What users will notice

Almost nothing, directly — this is a backend fix with no new UI. The one thing a user might notice, and might file a ticket about, is:

"I changed my password / turned on 2FA / got moved to a new permission group, and now I'm not getting any notifications on my phone anymore, even though I'm logged back in."

That's expected, and it's the whole point of the fix. Any of these actions clears the phone's stored push-notification token as part of ending the old session. The fix: log out and log back in on that phone. Logging in re-registers a fresh push token for that device automatically — the user doesn't need to do anything special beyond a normal login.

Troubleshooting checklist

If a user reports "I stopped getting push notifications" after one of these actions:

1. Confirm they did one of: changed their own password, had their password reset by someone else, toggled 2FA (on or off), had their permission group edited or deleted, had their user profile edited by a manager, or work at a clinic that was just disabled/re-enabled.
2. If yes — this is expected. Have them fully log out and log back in on the affected phone.
3. If they've already logged back in and still aren't getting notifications, this is not related to this fix — treat it as a normal push-notification issue (check device notification permissions, check they're on a supported app version, check the clinic's WhatsApp/notification settings haven't been separately turned off in Account → Main → "Show Notifications For").

What this fix does not explain

• Missing push notifications on a device that has not had any of the above actions happen to it — that's a different, unrelated issue.
• Missing patient-facing notifications (appointment reminders sent to a patient's phone) — patients have a completely separate token store (Patient.pushNotifications) that this fix does not touch.
• Anything about email or WhatsApp notifications — this only concerns the mobile app's push channel.

Useful vocabulary for tickets

See the Glossary for precise definitions of "push token," "session," and how they differ — useful for writing accurate internal notes when escalating.