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Support

Review the frequently asked questions (FAQ) page.

 

Fix-It-Yourself:

1. How do I change OnPage message views? 

We released a new feature for iOS called Chat View which allows contacts to have a threaded conversation with each other. It lets teams see each other’s comments in the same view, enabling easier collaboration. It has the familiar look of a smartphone message app. When the OnPage app updates it will reset the original List View to this new Chat View.

If you prefer to see your messages in the original List View, please do the following:

  • On the homepage of the app, find the blue gears in the upper left.
  • Find the Chat View section
  • Switch the Chat View button to off. The button will switch from green to white.
  • Click Save (top right on the screen)

When you return to the message queue you will see your messages in the original List View.

2. I’m only receiving alerts while the app is open (iPhone only).

  • With OnPage version 7.4+ releases, High-priority alerts will alway override the silence switch and DND mode.
    • If you don’t get Low-priority alert, make sure your phone is not in “Do Not Disturb” mode. Check this by navigating to iPhone Settings > Do Not Disturb. Ensure that “Manual” and “Scheduled” are disabled. (If “Do Not Disturb” mode is enabled a crescent moon will appear in the top right corner of the screen.)
  • Make sure all push notifications are enabled. iPhone Settings > Notifications > OnPage
  • Reinstall the OnPage app by deleting the app and downloading from the App Store. Follow these instructions to reinstall OnPage.
  • After using iCloud backup to sync OnPage with a new iPhone you must uninstall and reinstall the application to your new device to reestablish push notifications.

3. I’m not receiving alerts at all.

  • Verify that you have an internet connection:
    • Open a web browser and perform a web search, then try opening the app again.
  • Verify that you are logged in to the app and are not on “Pager OFF” mode.
  • Reinstall the OnPage app by deleting the app and downloading from the App Store. Follow these instructions to reinstall OnPage.

4. I forgot my password.

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

Notes:

  • Do not add “@onpage.com” to the OnPage ID.
  • 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.

5. A message is showing as “Sent” on the OnPage Web Console, was it delivered to my intended recipient (iPhone only).

With iPhone, the delivery confirmation is only sent when the message is loaded into the Inbox in the app. So, if a message is showing as “Sent” on the OnPage Web Console, the message must have reached the recipient’s Inbox, however if the recipient did not open the application you will not get the “Delivered” status. It is possible that the recipient does not receive the alert because:

  • iPhone was in an area where there was no internet connection available or iPhone was off.
  • iPhone was generating alerts but was being ignored.
  • Push notifications were disabled.

6. I’m receiving the “System Error, Try Again” message when resetting OnPage password.

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

7. I’m receiving repeated reminders (iPhone only).

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

8. How do I delete alerts?

On OnPage Android app:

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

OnPage support

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

OnPage support

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

  • 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 iOS deleteicon

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

9. Not receiving Push notifications on my Motorola Moto Z Android device.

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

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

10. ACCOUNT BLOCKED message in the OnPage app.

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 unblock an account send an email to: ‘[email protected]’ and type ‘account unblock OPID‘ (enter your OnPage ID) into the subject of an email to the bot.  You should receive an email back reporting Success.

11. ACCOUNT BLOCKED message in the web portal.

After five failed password attempts when logging in 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 Support or email Support at [email protected]

12. How to forward an alert on the iPhone and Android.

On the Android:

  1. Open the alert.

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

3. Click on the Forward message box.

  1. Enter the OnPage IDs and Forward the alert.

On the iPhone:

  1. Open the alert.

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

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

  1. Enter the OnPage IDs you want to Forward to and send.

13. I am not receiving OnPage alerts with sound on my Android phone with battery optimization enabled.

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.

1. From a Home screen, navigate: Apps > Settings > Battery.

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

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

6. Tap the OnPage App to turn off optimization

14. How to manually enable OnPage to override the silent switch (mute button) and Do Not Disturb on the iPhone (iOS). 

  1. Click on Settings on the iPhone
  2. Click on Notifications
  3. Scroll down and find the OnPage App
  4. Click on the OnPage App and slide to Allow Critical Alerts

15. Presence status color key.

green 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 now.

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

16. How to use the OnPage template.

Create Template

  1. Log on to the OnPage dispatcher console: https://nps.onpage.com/onpageDashboard/
  2. Click on the Administration Tab
  3. Select the Templates Tab

4. Click on Create in the bottom-left corner

5. Fill out the form and save

Edit Template

  1. Select the name of the template
  2. Click on Edit

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

Delete Template

  1. Select the name of the template
  2. Click on Delete

3. Click OK to confirm deletion

How to use OnPage templates to send an OnPage message

  1. Click on the Dispatching Tab
  2. Click on Select Template
  3. Choose the template you wish to use and click Select

4. Message subject and body is populated with template details. Simply select OnPage recipient and click send

17. How do I create an exception to a recurring schedule without affecting the entire schedule? 

  1. Log in to the OnPage dispatcher console
  2. Click on the Contacts Tab
  3. Select the Group
  4. Click on Group Scheduler
  5. Double click on the day that you wish to add an exception
  6. Select “Open this occurrence” and click OK

7. Make changes to the recipients’ field

8. It is a good practice to rename the exception and click update

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