The user exists in the system but isn't receiving push notifications

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Note
A device can appear as "deactivated" in the system even while it's actively being used.

Incorrectly deactivated due to a temporary Firebase / APNs / Azure error

How to check

Find the user in the system and verify that the "last activity" date on the device in Maestra matches the last activity timestamp in the app. If they match, the user is actively using the app.

How to fix

In the device settings, revoke push notification permissions.
Open the app.
In the user's profile in Maestra, check that the device permission status has changed to "forbidden":
- If it has — the physical device and the user's profile are in sync.
- If it hasn't — they are out of sync. Ask the user for the deviceUUID from the SDK on their device and use it to look up the correct profile in the system.
Re-enable push notification permissions in the device settings and open the app again.
Verify that the user's profile now shows push notifications as allowed, then send a test message.