This guide covers Mobile Flow runtime problems: flows that don't appear in the app, Conditional Actions that route the wrong way (or do nothing), custom fonts that fall back to the system font, and text that displays with reversed punctuation.

If your flow doesn't show up in your device, the Mobile Debugger is your most important tool — it confirms the SDK is connected, lists every property and event the SDK is sending, and shows the fonts your app actually has available.

Quick checks

• Open the Mobile Debugger on the test device and confirm it shows a green connection, an identified user, and the screen your flow targets.
• In Studio, open the flow's Settings > Audience and check that the test user's properties match every condition.
• Make sure the flow is published in the right app — Mobile Flows are scoped to a single registered app, not your whole account.

A flow doesn't appear on the device

Verify the SDK is connected

Open the Mobile Debugger inside your app. The expanded view shows whether the SDK is installed, the user is identified, and screens are being tracked. If any of these is missing, fix the installation before troubleshooting the flow.

If the debugger won't open at all, see Mobile Debugger won't launch below.

Confirm the screen name

Mobile Flows target screen names exactly as the SDK reports them. In the Debugger, navigate to the screen where you expect the flow to appear and check the floating screen-name bubble (or the All Recent Events list). The string must match the screen name in your flow's targeting character-for-character.

If screens aren't being tracked at all, your developer needs to configure screen tracking — see Installing the Mobile SDK.

Check audience eligibility

Open the user's profile in Studio and review the Eligibility tab for the flow. A red X next to Audiences means the user doesn't match a condition; expand the row to see which one. The most common cause is a property mismatch — the property exists but its value doesn't match the rule (or the property hasn't been sent for that user yet).

Check frequency

If the flow is set to Show once, it won't appear again for a user who has already seen it. Test with a new user or clone your Flow to see it again.

Custom font isn't displaying

The flow renders text in the system fallback font instead of the custom font configured in your Mobile Theme.

Check the font name in the debugger

Open the Mobile Debugger and look for the available-fonts list. This is the source of truth for what fonts your app has loaded.

• If your custom font (for example, poppins-bold) doesn't appear in the list, the font isn't bundled with your app build. Your developer needs to add it.
• If the font appears but with different casing or a different name (for example Poppins-Bold vs poppins-bold), update the Mobile Theme to use the exact string shown in the debugger. Font names are case-sensitive.

Confirm the theme is applied

In Studio, open the flow and check that the Mobile Theme using your custom font is selected on the affected step. A step using a different theme will fall back to that theme's font.

Mobile Debugger won't launch

The QR code, deep link, and Debugger URL all fail to open the debugger.

This means deep linking to Appcues isn't configured in your app build. Ask your developer to confirm the Appcues URL scheme (appcues-{application_id}://) is registered.

In the meantime, you can still inspect property values from the user's profile in Studio (the Eligibility tab and the user properties list will show what the SDK has sent). For everything else that requires the debugger, see Configure Mobile Deep Links.

Still stuck?

Collect the following and contact support:

• The flow URL from Studio.
• The affected user's User ID.
• The screen name where the issue occurs.
• A screen recording showing the problem with the Mobile Debugger open in the corner.
• The available-fonts list from the debugger (for font issues).
• The OS and device model where the issue occurs, and whether it reproduces on a second device.