Background: Support might receive interactions from homeowners complaining or inquiring about having issues related to push notifications and the in App Message Center

Table of Content:

Push Notifications:

Push Notifications with IOS

Step	Action

Step	Action
1	Go to “Settings” on the Iphone
2	Scroll down and tap “Notifications”
3	Select “MyEverBright”
4	Ensure the “Allow Notifications” toggle is turned on
5	Verify the Alerts are enabled and a preferred alert style is selected Lock Screen Notification Center Banners

Push Notifications with Android:

Step	Action

Step	Action
1	Go to “Settings” app
2	Tap “Apps or Notifications” and select “See all apps” (If necessary)
3	Scroll down and select “MyEverBright”
4	Tap “Notifications”
5	Ensure that the “Allow Notifications” toggle is turned on
6	Verify that specific notification categories (If Displayed) are enabled

Message Center

Step	Action

Step

Action

1

Instruct the user to navigate to the “Overview” tab on the bottom navigation bar

2

Tap the “Pencil Icon” located in the header

This action opens the “Message Center” where users can view recent notifications or messages

Troubleshooting Push Notifications & Message Center Issues

Step	Action

Step	Action
1	Verify the User’s App Version by guiding the user to open the MyEverbright App Then tap the “Person Icon” in the upper right corner to access the “My Account” Page Find the App version listed at the bottom of the page (e.g. App Version 12.15)
2	Check in slack the most current app version listed in the header of the channel named as (#Homeowner-Support)
2	If the user’s App version does not match: IF IOS: Open the App Store and search for “MyEverBright” and tap on “Update” IF Android: Open the Play Store and search for “MyEverBright” and tap “Update”
3	If the isue persist: then verify additional Device-Specific Issues:
	For IOS:	Android:
	Ask the user if “Focus Mode” (Do not Disturb) or other notification restrictions are enabled IF YES: Guide them to “Settings” Then Focus And once in there; review and disable these if necessary	Ask the user if “Battery Saver Mode” is enabled, as this can suppress notifications. IF YES: Guide them to “Settings” Then “Battery” Finally review if “Battery Saver” is active, if so; then disable it

Reporting Homeowner Issues:

If after following the previous steps the homeowner continues to experience issues, follow these steps:

Step	Action

Step	Action
1	Gather the following details from the Homeowner:	Customer Name Email Address Device Details (For Mobile App) Android or IOS App Version (Guide Below)
2	Go to Slack and locate the Channel named as (#Homeowner-Support) and include the following template based on the information collected above:	Customer Name: Full Name Email Address: Homeowner’s Email Device Details (For Mobile App) Android or IOS App Version Steps Taken: Provide detailed description of the issue and steps taken trying to resolve it
3	Create a Case in SalesForce and assign to the Back Office Team Then Stop
(For Back Office Only)
	Once the slack issue has been solved:	Email the Homeowner providing details on the resolution Then Close the Case and Stop

How to Guide a User to Find App Version:

Step	Action

Step	Action
1	Open the MyEverbright app
2	Tap the “Person Icon” in the upper right corner to navigate to “My Account”
3	Locate the app version listed below the logout button (e.g. “App Version 12.15”)

Installer Knowledge Base

MyEverbright App - Push Notifications & Message Center

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