Support Center

Message Center Shortcut Not Displaying Message Count

Last Updated: Sep 09, 2015 02:50PM PDT
The home screen Message Center shortcut appears on the app home screen and takes users straight to the Messages tab when clicked. It will also indicate unread push notifications with a number icon, similar to the Badge App Icon on iOS devices (the little red indicator that appears at the top right of the app icon when a push notification is received).

However, our Message Center shortcut works slightly differently, which can cause some confusion. Its main purpose is to notify users of waiting messages that they've presumably missed because they were viewing the app at the time the notification was received.
  • When an app is open and active on the device screen, other notification types—like banners or pop-ups—will not appear, so they'll miss the notification unless it's indicated somewhere within the app. The Message Center shortcut will tick up in this situation.
  • When an app is open in the background or force-closed, it's assumed that the user received the notification in the form of a banner or pop-up, so there's no need to notify them via the Message Center shortcut.
Here's an example of how the Message Center shortcut will look when a user has the app open at the time the notification is received:

If your users mention that their Message Center shortcut is failing, this is most likely why. Just suggest that they keep their native notification settings (like the Badge App Icon, Show on Lock Screen, and Banners or Alerts) enabled so they never miss a message!

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