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Below are the most common reasons an in-app might not display to a customer, along with how to fix each one.

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SDK version is lower than 2.14.0

Customers running an SDK version below 2.14.0 can see only one in-app per session. Check the SDK version on the customer card by clicking All devices. If the version is lower than 2.14.0, check whether the customer was already shown another in-app during the session. An outdated SDK version can occur in the following cases:
  1. Your app uses an old version of the SDK. This information is not visible in the Maestra interface. To find out which SDK version is used in your app, reach out to your mobile development team. If the version is below 2.14.0, update the SDK in your app.
  2. The customer has an old version of your app installed. You can launch an “Update the app” campaign to prompt them to update.

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Display limit has been reached

In-App frequency control lets you cap how many in-apps a customer can see per session or per day.
  1. Check whether the setting is enabled under Settings → Communication optimization → In-App frequency control.
  2. If the setting is enabled and the form does not have the Priority form checkbox selected, count how many in-apps the customer has been shown during the period.
Adjust the settings if needed.

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Minimum interval between in-apps has not passed

The minimum interval is counted from the moment the customer closes one in-app until the next one appears on screen. Check whether the setting is enabled under Settings → Communication optimization → In-App frequency control. Adjust the settings if needed.

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The customer minimized the app when the in-app should have appeared

If the in-app uses a delayed trigger, it will not display to a customer who minimized the app and then reopened it.
ExampleThe pop-up condition is set to “10 seconds after entering the app.” The customer opens the app, leaves after 9 seconds, and reopens it 5 seconds later. In this case, the in-app will not appear.