When you first set up the Nucleus Mobile Companion App you will be prompted to enable push notifications for your device. These notifications will alert you to incoming calls while the app is closed or in the background, and while your mobile device is locked.
If you find you aren't getting notifications, ensure that you're only logged in to one mobile device with that account. If you need to have multiple devices connected, you can create a new mobile account for each additional device using a different email address. You can find instructions for iOS and Android right here in the Help Center.
If you're only logged in on that one device, verify that notifications appear as enabled for the Nucleus app in your device settings. If this looks right, log out of the app and back in. You can find the Logout option under the gear icon in the upper-left corner of the app.
Should notifications still not appear for incoming Nucleus calls, please reach out to the Customer Experience team (firstname.lastname@example.org) for further assistance.