PagerDuty on iOS cannot use other built-in ringtones from the app.

Hi ​@Myles,

On iOS, the high urgency push notification sounds are saved in the backend, and you need to click the DONE button in the top right of the Settings screen after changing sounds for it to save. 

You can test your notification sounds by:
Navigating to Settings -> changing the sound -> clicking DONE to save and exit Settings -> go back into Settings -> Click into Troubleshoot Notifications -> Receive notification and confirm the sound.

Please let me know if you’re able to test and troubleshoot, and I’ll be happy to help further if this is actually a limitation and/or a bug.

Enjoy your weekend!

Hi ​@lupimiguel 

When I use Troubleshoot Notifications, I can indeed hear the updated ringtone. However, as soon as I lock my phone, the High-Urgency push notifications revert back to the "ding ding ding" sound

Thank you for your reply.

Hi ​@lupimiguel 

     In addition, I found that my 10th-generation iPad, running iPadOS 18.6.2, is experiencing the same issue; moreover, a colleague of mine who is using an iPhone 15 pro  with iOS 18.6.2 is also encountering the same problem.

Hi ​@Myles,

Thank you very much for the detailed information around your issue, it will help with troubleshooting. I've shared with the team, who’ll investigate, and I’ll get back to this topic with a reply.

I tried to replicate this issue using my iPhone but was able to change ringtone for high-urgency notifications.

There are a few reported cases where using a watch might interfere with the ability to change notification sounds. If that’s your case, I’d also test that while we wait.

Talk soon!

Hi ​@lupimiguel 

Indeed, both iPhone users experiencing issues were paired with Apple Watch and MacBook, but after I turned off the Apple Watch, I found that the sound only became slightly louder ding-ding-ding sounds, still not using the built-in ringtone. Are there any temporary solutions available?

Hi ​@Myles,

Have you considered setting up sounds for both high urgency and low urgency notifications on your profile and see if it helps?

Also make sure to check if you have multiple iphone contact methods. You might be in a situation where two contact methods got registered, and the test notification is using the custom sound, but an actual alert notification is using the old contact method.

Finally, we don’t have an app for iPad afaict, so make sure to remove it and see if it works 😁

Hi ​@Myles,

Great news! We were lucky to troubleshoot this one successfully, as it’s definitely an edge case. 😅

Enjoy your day!