Support

With OnPage version 7.4+ releases, high-priority alerts always override the Silent Switch and Do Not Disturb (DND) mode on iOS devices.

If you are not receiving low-priority alerts on iPhone, make sure your device is not on DND by checking the following:

• Navigate to iPhone settings > Do Not Disturb. Ensure that “Manual” and “Scheduled” are disabled. Note: A crescent moon icon appears at the top of the phone screen when DND mode is enabled.
• Make sure all push notifications are enabled. iPhone Settings > Notifications > OnPage
• If the above steps do not solve this issue, reinstall the OnPage app by deleting the app and downloading it from the App Store. Follow the App Store instructions to successfully reinstall OnPage.

*Just got a new iPhone? After using an iCloud backup to sync OnPage with a new iPhone, you must uninstall and reinstall the application to your new device to reestablish push notifications.

• Verify that you have an internet connection. Simply open your web browser and perform a web search. Following the search, please try opening the OnPage app again.
• Then, verify that you are logged in to the OnPage app and are not on “Pager OFF” mode.
• If the above steps do not solve this issue, reinstall the OnPage app by deleting the app and downloading it from the App Store. Follow the App Store instructions to successfully reinstall OnPage.

• Open OnPage on any smartphone device.
• Select “I’m already an OnPage user.”
• Select the “Forgot Password” link located below the Login button.
• Enter the OnPage ID (OPID) for the user and select “Recover Password.”

*Please Note: Do not add “@onpage.com” to the OnPage ID (OPID). A temporary password will be sent to the user’s email address. You cannot reset your OnPage password through the website. This must be done through the app. If you do not receive the temporary password email, please check your Junk folder.

• Ensure that there is no space at the end of the ID when you initially enter it.

• Ensure that you have read all messages.
• Change the internet connection source and reopen the app. If you are on Wi-Fi, please try disconnecting and opening the app or connecting to another Wi-Fi source.

On OnPage Android App

• Open the OnPage application on your Android device.
• From the home screen, swipe left on the message you wish to delete.
• You will be prompted to swipe left again to confirm deletion or tap to undo.

How to delete ALL the alerts at once from your OnPage Android app: 

• First, verify you are in “List View.” To verify that you are in List View, click on the three horizontal bars in the upper-left corner. Next, click on general settings, under “General.” Under “Messages” verify that you are in List View.

• Click on the three horizontal bars and click on “Messages.”

• At the top-right corner, click on the  icon

• You will be prompted to accept or cancel the deletion.

On OnPage iOS App: 

• Open the OnPage application on your iPhone device.
• From the home screen, swipe left on the message that you wish to delete.
• Click on delete next to the message.

How to delete ALL the alerts at once from your OnPage iPhone app: 

• Open the OnPage application on your iPhone device.
• In the bottom-left corner, click on the  icon.

• You will be prompted to press OK to delete or cancel to abort.

Please follow the steps below to restore push notifications to your OnPage app:

1. 1. 1. Touch and hold the OnPage app icon.
      2. Touch App Info (the circled i) > App notifications.
      3. Turn the “Allow Notification” dot on.

How to bypass Do Not Disturb to let an app’s notifications be heard when Do Not Disturb is set to priority only: 

1. 1. 1. Touch and hold the OnPage app icon.
      2. Touch App Info (the circled i) > App Notifications.
      3. If the app includes notification categories, touch a notification category.
      4. Turn “Override Do Not Disturb” on.

When logging into the OnPage app, an error message of “ACCOUNT BLOCKED” means that more than five attempts have been made with a wrong password.
To clear the blocked account, click on the “Forgot Password?” link and enter your OnPage ID (OPID) or email address. You will receive an email with a temporary password. Log in with the temporary password and you will be prompted to create a new password.

Contact us at 781-916-0040 option eight (8) for OnPage Support or email Support at [email protected]

Five failed password attempts when logging in to the OnPage web portal will result in an ACCOUNT BLOCKED message. To clear the blocked account, click on the “Can’t access your account?” link and enter your username. You will then receive an email with an activation link to reset your password.

Contact us at 781-916-0040 option eight (8) for OnPage Support or email Support at [email protected]

On the Android:

• Open the alert.

• Press and hold the message text until the Forward message box appears.

• Click on the Forward message box.

• Enter the OnPage IDs (OPIDs) and Forward the alert.

On the iPhone:

• Open the alert.

• Press and hold the message text until the Forward message box appears.

• Click on the Forward message box to open an email.

• Enter the OnPage IDs (OPIDs) you want to Forward to and send.

Apps with battery optimization turned on for the OnPage app may impact OnPage push notifications. It is critical that you turn off battery optimization for the OnPage application.

• From the home screen, navigate: Apps > Settings > Battery.

Please Note: If unavailable, tap or swipe the arrow icon to display all apps then navigate: Settings > Battery.

• Tap the Menu icon (located in the upper-right).
• Tap Battery optimization. Apps/services unable to be optimized appear grayed out.
• Tap the “Not optimized” drop-down menu (located at the top).
• Tap All Apps.

• Tap the OnPage app to turn off optimization.

Logged in. User is active and able to receive messages successfully.

Pager Off. User has intentionally turned the pager off inside the OnPage application. User is not available to receive messages at the moment.

Logged Out. User is fully logged out of the OnPage application. User will not receive messages.

 

Create Template:

• • Log in to the OnPage enterprise management web console: https://nps.onpage.com/onpageDashboard/
  • Click on the Administration tab.
  • Select the Templates tab.
  • 
  • Click on Create in the bottom-left corner.
  • Fill out the form and save.
  • 

Edit Template: 

• Select the name of the template.
• Click on Edit.

• Make changes and click on Update to save or Cancel to keep the previous details.

Delete Template: 

• Select the name of the template.
• Click on Delete.

• Click OK to confirm deletion.

How to use OnPage templates to send an OnPage message: 

• • Click on the Dispatching tab.
  • Click on Select Template.
  • Choose the template you wish to use and click Select.
  • 
  • Message subject and body is populated with template details.
  • Simply select OnPage recipient and click send.

• • Log in to the OnPage dispatcher console.
  • Click on the Contacts tab.
  • Select the Group.
  • Click on Group Scheduler.
  • Double click on the day you wish to add an exception.
  • Select “Open this occurrence” and click OK.

• • Make changes to the recipients’ field.

Please Note: It is a good practice to rename the exception and click update.

 

This issue happens because OnPage is designed to take priority on the device and deliver an alert.

• • First read or acknowledge the OnPage alert to stop repeated alerting.
  • In MS Teams, click on the three dots at the bottom-left corner.

• Select “Put call on hold.”

• Then, select “Resume.”

The issue is related to “Sleep standby optimization” feature in your phone. Please follow the instructions below to shut it off.

• • Go to Settings in your phone.
  • Select battery.
  • Select optimization.
  • Click on the top-right three dots.
  • Click on advanced optimization.
  • Turn off “Sleep standby optimization.”