Topic
This article describes how Everbridge 360 mobile push notifications behave when a contact belongs to multiple organizations and provides configuration-focused troubleshooting steps when push alerts do not appear from one or more organizations.
Description
When a device uses the Everbridge 360 mobile app, a single app instance can be associated with contact records in more than one Everbridge organization. The app is designed so that, when properly configured, push notifications from any enrolled organization can arrive on the device without requiring the user to manually switch organizations in the app.
There are two separate behaviors to understand:
Push notifications – When notifications are correctly configured, push notifications from any organization where the contact is enrolled should arrive on the device regardless of which organization is currently active in the app. If a push notification does not arrive, that indicates a delivery path or configuration issue, or a notification-blocking setting on the device.
In-app communications list (Comms list) – The Comms list within the app shows notifications only for the currently active contact and organization. To view the full message from a different organization, the user may need to switch to that organization, even though the push notification itself can still be delivered to the device.
This distinction means a notification can be successfully sent by an organization and appear in the Comms list after switching organizations, even if no push banner or sound was shown on the device at the time of delivery.
When an alert appears only after manually switching organizations, it confirms that the organization sent the alert and that it is associated with that contact and organization in the Comms list. In this situation, the push delivery path to the device may have been blocked or suppressed by configuration or device settings.
Common configuration and settings that affect whether push notifications arrive from all organizations include:
Device-side notification permissions and OS-level features.
Activation and saving of the Mobile Push Alert (Everbridge mobile app / EMA) delivery method at the organization and account levels.
Presence and status of the Everbridge mobile app delivery path on the contact record for each organization.
Quiet Time rules configured at the organization or contact level that suppress push delivery, including 24x7 Quiet Time configurations.
App installation state and app version on the device.
If the contact record does not have the mobile app set as a delivery method, push notifications will not be received on the app. The mobile app delivery method becomes enabled on a contact record when the Everbridge 360 app is installed and the user logs in for the first time. The Everbridge mobile app must be added as a delivery path for each organization the contact belongs to.
To ensure that push notifications can be delivered from every enrolled organization, administrators, help desk staff, and support personnel can use the following steps.
Step 1 – Confirm device notification settings and permissions
On iOS, additional OS features can influence alert display. Focus mode or a scheduled notification summary can suppress banners and sounds while still allowing notifications to be delivered in the background. For detailed iOS-specific guidance on push notification banners and sounds, see Mobile: Contacts Not Receiving Push Notification Banner or Sound on iOS Devices Using the Everbridge Mobile App (EMA).
Step 2 – Verify the Everbridge 360 app version and installation state
The Everbridge 360 app should be updated to the latest available version. If behavior is inconsistent after configuration checks, a clean installation can help ensure a correct association between the device and contact records:
Verify the app is updated to the latest Everbridge 360 version from the relevant app store.
If needed, uninstall the app, restart the device, reinstall Everbridge 360, sign in again, and confirm that all intended organizations are added in the app.
Reinstalling the app and restarting the device can also re-establish the mobile app delivery method for the contact record once the user logs in again.
Step 3 – Confirm Mobile Push Alert activation in each organization
Each organization must independently enable and save the mobile app delivery method so that push notifications can be sent to the Everbridge 360 app. Administrators should confirm the following for every organization where the contact is enrolled:
The Mobile Push Alert (Everbridge mobile app / EMA) delivery method is enabled in the organization settings.
The organization is activated for mobile app delivery at both the organization and account levels, and settings have been saved.
For a detailed guide on configuring the Everbridge mobile app as a delivery method, see EB360: Setting up the Everbridge Mobile App (EMA) as a Delivery Method in Everbridge Suite.
Step 4 – Check contact delivery paths in each organization
Even when an organization has Mobile Push Alert enabled, the contact record within that organization must include the Everbridge mobile app as an active delivery path. Administrators should:
Open the contact record in each organization.
Verify that the Everbridge mobile app delivery method is present for that organization.
Confirm that the mobile app path is active and not disabled.
If the mobile app delivery method is not present on the contact record for a specific organization, that contact will not receive push notifications for alerts sent by that organization. In a multi-organization scenario, this can result in the user receiving pushes from one organization while only seeing alerts from another organization after manually switching organizations in the app.
Step 5 – Review Quiet Time and other path-suppression rules
Quiet Time rules can prevent push notifications from being delivered, even when device settings and delivery paths are otherwise correct. Common patterns that block push delivery include:
Quiet Time rules configured at the organization or contact level that apply to the mobile app path.
Quiet Time windows that cover the entire day (for example, 24x7 Quiet Time), which prevent push notifications at all times.
To validate whether Quiet Time is affecting delivery:
Review Quiet Time settings for the mobile app path on the contact record in each organization.
Remove or adjust any Quiet Time rules that block delivery during the desired periods.
Step 6 – Validate behavior with test notifications
After confirming device permissions, app version, organization-level delivery methods, contact delivery paths, and Quiet Time rules, use controlled test notifications to validate multi-organization push behavior:
Send test notifications from each organization to the same contact.
Confirm that the contact is associated with each organization and signed into the Everbridge 360 app.
Observe whether push notifications appear on the device for each organization without manually switching organizations in the app.
If an alert appears in the Comms list only after switching to a different organization, this confirms that the organization sent the alert and that the notification is associated with that contact and organization. In this case, any absence of a push banner or sound indicates that push delivery was blocked or delayed by either configuration or device/OS behavior.
Step 7 – Collect information for support and further analysis
If the configuration steps above have been completed and the organization still observes inconsistent multi-organization push behavior, support or internal technical teams may need additional details to analyze platform or OS-specific behavior. Useful information to collect includes:
Device platform and model.
Operating system version.
Everbridge 360 app version.
Which organizations are involved in the tests.
Reproduction steps, including how test alerts were generated in each organization and timestamps of each relevant notification.
Whether alerts are visible only after manually switching organizations in the app.
Confirmation that Mobile Push Alert is enabled and saved for each organization.
Confirmation of whether the app has been reinstalled and the device restarted as part of troubleshooting.
Providing these details helps technical teams assess whether remaining issues are related to configuration, device or OS behaviors, or other platform-specific factors affecting multi-organization notification visibility.