In-App: Troubleshooting and FAQs

In this document, you can explore concise troubleshooting tips and FAQs for In-App Notifications. You can click on each heading to expand sections for detailed information.


Sending In-App Messages

Is it possible to send a GIF in an in-app message?

We do support GIFs within the interstitial in-apps for users whose CleverTap SDK version is above 3.3.0, and you can send the GIFs in the In-App campaigns by writing a custom HTML as well.
Refer to the Aspect Ratio and Image Size Guide.

Does the in-app message support GIF files?

The CleverTap SDK version 3.3.0 and above supports GIF within the interstitial in-app messages. You can also send GIF files in in-app campaigns using a custom HTML.

For more information, refer to Template Aspect Ratio and Image Size Guide.

Can I handle the URL at the client side for in-app campaigns?

This is supported for CleverTap Android SDK version 3.6.1 and above and CleverTap iOS SDK version 3.7.1 and above. It works for the following templates:

  • Cover
  • Interstitial
  • Half-interstitial
  • Header
  • Footer

You can add the key-value pair for a button-click in the What section of the campaign creation screen:


You must implement the button-click callback in your iOS and Android apps where you can get these key-value pairs.

How do you add custom fonts in in-app campaigns?

You can use custom fonts in a regular HTML page by importing them in the head tag of the HTML code, then using them in the CSS.

<head> tag of HTML

<link href='[PLACE SOURCE URL FOR FONT HERE]' rel='stylesheet' type='text/css'>
  <link href="" rel="stylesheet">


.sample-class { 
  font-family: '[Name of font]', arial, serif; 
font-family: 'Oswald', sans-serif;



You must select custom HTML to use your custom font in the in-app campaign.

In-App Message Analysis

How do you analyze the CTA button for in-app campaigns?

The data for a number of clicks on each CTA button is available under the Analytics section in the dashboard.

Follow the steps below:

  1. In Events, query for the Notification Clicked event filtered by the campaign ID, then in the result, navigate to Trend & Properties.
  2. Scroll down to the Event property table and select the event property as "wzrk_c2a" from the dropdown to see a distribution of clicks across the various buttons on that respective email campaign.

How do I analyze the CTA button for in-app campaigns?

To view the data for a number of clicks on each CTA button, navigate to Analytics > Events from the dashboard. Then, follow the steps below:

  1. Select the Notification Clicked event and filter it by the campaign ID.
    Click the View Details button. The event details page displays.
  2. Click the Trend & Properties tab.
  3. Scroll down to the Event property table and select the event property as "wzrk_c2a" from the list.
  4. A distribution of clicks across the various buttons on that respective in-app, pop-up campaign displays.

My in-app shows 0 views even after qualifying multiple users. What could be wrong?

The in-app notifications require SDK version 3.5.1 and above. The warm-up time for the campaign is three to five minutes. Check the following before scheduling an in-app campaign:

  • In-apps require the app to be open and the event must be fired from the mobile SDK. Hence, the in-app campaigns do not work on an event that is triggered via an API.
  • There cannot be multiple in-apps running on the same event. The in-app that was created first is displayed, and the other events show 0 views.
In-App Notification Rendering

Why does the in-app notification give an error FCM payload too large?

The test in-app is sent within a push notification. The limit for push notification payload as defined by FCM is 4KB beyond which the notification is not sent.

If the in-app notification has a large HTML code or a heavy size, it shows an error and the test in-app is not sent; however, this does not apply to a live campaign because there are no push notifications.

To resolve this error, you can first schedule a live campaign with this HTML for internal users.

Why does the in-app campaign not render an API event?

The in-app works for SDK events, such as events raised from the device. There can be delays in the APIs and by design, the in-app is meant to be sent in real-time to the user. Therefore, the in-apps must be triggered by a mobile SDK event.

Why can I not see the videos on Interstitial in-app notifications?

The video must meet the following requirements:

  • The video must be in MP4 format.
  • The video size must be lower than 50MB.
  • The dependencies which are required to include audio/video in the in-app notification are included.

Add the following dependencies below in your application’s build.gradle file:

Dependencies {

 implementation ''

 implementation ''

implementation ''}

Why does the in-app notification disappear from the user's device in a few seconds?

The in-app notification is dismissed if you display it over the splash/logo screen because the in-app is automatically dismissed when the underlying splash screen is dismissed. Exclude the splash screen to avoid displaying an in-app.

Add the following meta-data in the AndroidManifest.xml to exclude the splash screen from your in-app notification:

android:value="YourSplashActivity1, YourSplashActivity2" />

Add the activities to exclude from in-app notifications in the android:value row of the metadata tag.

In-App Interaction and Configuration

How can one close the in-app notification with the click of a button?

The workaround is to create a button and add the reference of that button to a dummy hyperlink. This closes the in-app notification because the link does not exist, so there is no redirection.

Here is a sample link: wzrk://thisisadummylink

How do I exclude in-app from the Android activity?

If your application has a splash screen (for example, logo screen or loading page) displayed on app launch, then the in-app triggered on App Launch would be attempted to be displayed on this screen. As soon as this screen is dismissed, the in-app will be dismissed too.

In these types of cases, the splash screen must be excluded. Mention the Activities on which you do not want in-app notifications to show in the android:value of the metadata tag in the AndroidManifest.xml file.

    android:value="YourSplashActivity1, YourSplashActivity2" />

For more information, refer to In-app Notifications.

How do I close an in-app notification automatically after a specific duration?

You can use the set timeout function in custom HTML to dismiss the in-app.

Following is a sample code:

<!DOCTYPE html >
<html id="myClass">
    <script src=""></script>
<body style="background: white">
<!-- <button style="visibility: hidden;" id = "theSubmitButton" onclick="window.location.href='wzrk://this_leads_to_nowhere'">Click me</button>  -->

<p><button id="theSubmitButton" onclick="window.location.href='wzrk://exit'" style="visibility: hidden;">Click me</button></p>

<p id="demo"> </p>
   setTimeout(function myFunction() {
   }, 1000); // Change time for whatever miliseconds required.



Why do I receive a CleverTap push notification even after sending a test in-app?

An in-app test is always sent like a push notification. The entry action (event) does not matter. When you click the send a test notification option, this message, "Touch this notification to open your app and view your view your notification" is sent out as a push notification. When this notification is clicked, the app opens and displays your in-app notification. This is applicable only to a test notification. The live campaign will schedule as usual and show the in-app after a user qualifies (performing the entry event).

Dependencies {

 implementation ''

 implementation ''

implementation ''}