Hey @user2096​ Racheal from the support engineer team here👋 

Have you checked if these users show up in the audience of a push message? If you notice users match the message rules, but don't show in the audience, it would mean that we don't have push tokens for those users —more on setting up push notifications can be found in this guide. The reasons for not having the push token are similar between iOS and Android, and vary between the following in rough order of probability:

• The user didn't allow push notifications, so the request for a push token with Apple/Google never happened, so they didn't call our setDeviceToken method to send us this token.
• The user is on a version of the app that doesn't have Intercom (and its push methods), so the setDeviceToken method doesn't exist to send us a push token.
• Your integration may be missing the device token code required to allow those end users to receive push notifications (perhaps not calling setDeviceToken for every user).

If you have some users with push enabled but others without, it's likely that push wasn't enabled in the first place by the end user, or you are on a version without Intercom push embedded.

If you'd like us to confirm whether the user has the token setup, please write into support and send over the URL to their profile.