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There are two versions of the mobile app: the incident.io app, distributed everywhere except Mainland China, and the separate 事件incidentio app for Mainland China.
The incident.io app is only reliable outside Mainland China, and the 事件incidentio app is only reliable inside Mainland China.
Responders in Mainland China need the 事件incidentio app to reliably receive notifications.

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If you’ve got both apps installed

The 事件incidentio and incident.io apps are not interchangeable, but you can run both on the same device if that suits how you travel. If you do, make sure both are set up correctly. Test notifications are the best way to do this, but you’ll need to test each app independently. Test notifications might fail if the device is outside the relevant app’s supported region - i.e. you might need to be inside Mainland China to successfully test 事件incidentio app notifications.

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Android

The 事件incidentio Android app is distributed through Chinese app stores rather than Google Play.
Make sure your responders in Mainland China install the 事件incidentio app, not the incident.io app. If they’re using the wrong one, notifications won’t reliably arrive — and there’s no warning that anything’s wrong.
Install from one of these stores:

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Device support

Push notifications are reliable on devices from these five manufacturers: Xiaomi (and Redmi), Vivo, Honor, OPPO, and Huawei. We integrate with each vendor’s own push channel, which is the only way to get reliable delivery in China. For other Android brands, we fall back to a generic channel that’s much less reliable. If you’ve got responders on other devices, recommend SMS or voice as their primary notification method rather than push.

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Custom notification sounds

The custom notification sounds available in the incident.io app aren’t available in the 事件incidentio app. Notification channels use your phone’s default sound instead. Use the Android notification setup guide for help with adding the contact card, Do Not Disturb exceptions, and battery settings. It works the same way as in the incident.io app, including asking for Contacts access so the app can add and update our contact card.

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iOS

The 事件incidentio app uses Time Sensitive notifications in place of Critical Alerts. These bypass Focus modes if you’ve opted in, but they don’t bypass silent mode — so push notifications alone won’t wake someone up reliably.
For high-urgency pages, configure SMS and voice as the primary methods for responders in Mainland China. Push is still useful for low-urgency rules and shift change reminders. Use the iOS notification setup guide for help with saving the contact card and enabling Emergency Bypass — we recommend doing both so that incoming voice calls bypass Do Not Disturb even when push can’t.