Overview

If push notifications do not arrive or the app badge count looks wrong, does not update, or does not clear, the issue is usually related to device notification settings, your sign-in session, the app version, or a short sync delay.

This article applies to the OnBoard mobile app for iOS and Android.

Symptoms

You may notice one or more of the following:

• Push notifications do not arrive on your mobile device.
• The OnBoard app badge count is wrong.
• The badge count does not clear after you open the app.
• The badge count updates later than expected.

Troubleshooting Steps

1. Open your device settings and make sure notifications are enabled for OnBoard.
2. Update the OnBoard mobile app to the latest version. For help, see How to Update the OnBoard Mobile Apps.
3. Sign out of the OnBoard app, then sign back in to refresh your session.
4. Open the item related to the notification badge count. Badges clear after the related content has been viewed.
5. Allow a short amount of time for the app to sync.

Additional notes

Notification and badge issues can be caused by device notification permissions being turned off, a stale sign-in session, an outdated app version, or a temporary sync delay.

If the issue continues after trying the steps above, contact Support and include:

• Your device type (e.g. iPhone 17)
• Your device operating system version
• Your OnBoard app version