Quick links
When you are paged, we'll try and contact you according to your notification rules.
By default, assuming you've enabled them, this will include:
Push notification
Phone call
SMS
Email
Slack direct message
For both push notifications, phone calls and SMS messages, there are steps you can take to ensure you get notified, regardless of what your phone's silent mode and do-not-disturb settings are set up like.
iOS
Phone calls + SMS
Save the incident.io contact card to your contacts.
Go into the Contacts app and open the contact you've just saved.
Tap on
Editat the top and scroll down toRingtoneEnable the
Emergency Bypasstoggle, which will allow calls and messages from incident.io to make a noise regardless of your silent or Focus settings.Finally, we'd recommend opening your preferences on the incident.io dashboard on your computer and clicking the test button next to your phone number whilst your phone is locked to verify the bypass is working. We'd recommend trying:
While your phone is on silent
While your phone is in do-not-disturb
While your phone is in sleep mode
If you've done the above, and your phone is still in silent, first check that the phone call you received was identified with the incident.io contact details. If it wasn't, you might need to re-save the incident.io contact card.
If you haven't been phoned at all then please get in touch with support. If you have been phone, but it didn't make any noise, then please get in touch with our support team.
Push notifications
iOS has a concept of Critical notifications, which are push notifications that'll make a noise, regardless of whether your phone is on silent, or if you are in sleep/do-not-disturb. The incident.io app supports these natively so as long as you agreed to these notifications during set up of the app, you'll receive them. If you did not agree to them, you'll see a warning on the home screen of the app.
To enable these notifications, open the Settings app on your phone, scroll down to incident.io, select Notifications and then enable critical notifications.
Android
Phone calls + SMS
Save the incident.io contact card to your contacts.
Open the Contacts app and find the contact you've just saved.
Favourite the contact by tapping on the star icon ⭐
Open the Settings app and search for Do Not Disturb
Tap on People and then for both Message and Calls, ensure that Starred contacts can interrupt your Do Not Disturb.
Push notifications
Android does not have native support for Critical notifications like iOS, so we instead rely on a permission called "Do Not Disturb access" to make your phone make noises whilst in silent (not to be confused with "Do Not Disturb").
To make sure you receive push notifications on your device, there are three things we recommend:
Give the incident.io app Do Not Disturb access. We request this from the app itself and will show you a warning if you've not enabled the permission, but you can always find it by searching in the Settings app of your Android device. If you've installed the app under a work profile, the Android system does not allow you to enable Do Not Disturb access, as a workaround we instead use Android's alarm notification categories to notify.
Disable Pause app activity if unused. By default, Android typically will allow the incident.io app to be paused if the app is unused - which may be typical if you're not on-call very often. You can find this by opening the Settings app, tapping on Applications, incident.io and then scrolling down to find the toggle at the bottom.
Enabling Unrestricted battery usage. By default, Android will enable "Optimized" battery usage for the incident.io app. We don't perform any background work that should drain your battery, other than receiving push notifications and updating your volume temporarily, which should have little affect on your battery. You can find this by opening the Settings app, tapping on Applications, incident.io, App battery usage, and then enabling Unrestricted.
If you're using a OnePlus device, unfortunately we are unable to override the physical mute switch on your device when sending push notifications. If you need to receive push notifications, we'd recommend avoiding this switch.
Additional information
Why does my device sometimes revert to silent rather than vibrate?
If your device is in Do Not Disturb and you receive a notification, we'll temporarily set your ringer switch to loud, send a notification and then re-set your ringer switch to its previous value (vibrate or silent).
If however your device is in Do Not Disturb and you've got your ringer set to silent, even if we ask the Android OS to set your device to vibrate, the OS will set it to silent because it sees that you're in Do Not Disturb.
We've tried to work around this, but the only way to reliably revert your device back to vibrate is for us to disable Do Not Disturb, set the ringer to vibrate, and then enable Do Not Disturb again. However, this has its own downside of cancelling any scheduled Do Not Disturb modes you have. For example, if we did this and you automatically have Do Not Disturb on during 11pm to 7am whilst you're sleeping, we have no way to revert back to your scheduled Do Not Disturb, and instead would have to create an indefinite one for you to manually disable.
Why am I seeing incident.io under Do Not Disturb?
If you had Do Not Disturb enabled while you were paged, Android will show "incident.io" under the Do Not Disturb tile in your notification drawer to indicate that our app recently bypassed your Do Not Disturb.
