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March 14, 2019

The Badge Displays the Wrong Number

There may be several cases when a notification badge shows the incorrect number. Let’s go through the most common ones.

1. There are no unread emails, but the badge shows a certain number

In this case, please try to find the unread emails using the search in Spark. Tap the search icon at the top and type “unread”. If there are such emails, please mark them as read (you can use batch actions to do it faster). Now, the badge count should be correct.

Please note: Gmail accounts also include unread chats to the badge count. To check if you have any unread chats, open the Gmail webpage, click More on the left sidebar and select Chats.

If the badge still shows the wrong number, please use the instructions at the end of this article to contact our support team.

2. The badge count differs from the actual number of unread emails

If you have a Gmail account connected to Spark, please make sure you have no unread chats as Gmail also includes them to the badge count. Go to the Gmail webpage, click More on the left sidebar and select Chats. If there are unread chats, please mark them as read.

We also recommend you make sure the badges in Spark are enabled for all your accounts.

  1. Click Spark at the top left of your screen.
  2. Select Preferences > Notifications > Badges.
  3. Tick Enable dock icon badge.
  4. Select one of the options in the Dock count section. To see badges only for unread emails, choose New Messages Only. To see badges for all emails in your inbox, choose Whole Inbox.
  5. Tick the email addresses you want to use badges with.

Now, check if notifications are enabled for the accounts you want to use badges with:

  1. Open Preferences > Notifications.
  2. Click on the needed account on the left.
  3. Make sure either All or Smart option is ticked.
  1. Tap the menu icon  at the top left.
  2. Open Settings > Badges.
  3. Enable the Show Badge toggle.
  4. Enable the toggle for the email addresses you want to use badges with.
  5. To see badges only for unread emails, tick New Messages Only. To see badges for all emails in your inbox, tick Whole Inbox.

Next, check if notifications are enabled for the accounts you want to use badges with:

  1. Open Settings > Mail Accounts > [your account] > Notification Preferences.
  2. Make sure either All or Smart option is enabled.

Contact our support team

If the issue with badges persists, please send us the detailed app logs and the screenshots showing the badge count and the number of unread emails in your inbox.

  1. Click Spark at the top left of your screen.
  2. Open Preferences.
  3. Tick Detailed Logging.
  4. Wait for the badge to show an incorrect number again and make screenshots.
  5. Launch Spark and click Help at the top left of the screen.
  6. Select Send Feedback.
  7. A new email window with the attached logs will appear will appear. In the Subject: line, write “Incorrect badge count.”
  8. Attach screenshots of the issue.
  9. Send the email and our team will contact you soon.
  1. Tap the menu icon  at the top left.
  2. Open Settings > Support.
  3. Enable the Detailed Logging toggle.
  4. Wait for the issue to happen and make a screenshot of the badge and your inbox.
  5. Open Settings > Support > Send Feedback.
  6. A new email window with the attached logs will appear. In the Subject: line, write “Incorrect badge count.”
  7. Attach screenshots of the issue.
  8. Send the email and we’ll get in touch to help you.

Note: The logs may contain some sensitive personal data, and we assure you we’ll treat it as confidential information.

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