Use this page to troubleshoot basic issues with your phone or Family Mobile service.
If you are looking for help with a specific phone, see the appropriate Phones and Devices page. If you are using a non-Family Mobile phone, see the page for Other Phone.
For help troubleshooting an issue that isn't described here, call Customer Service.
If you are having trouble charging your phone or your phone's battery is not holding a charge, follow these steps:
Your device may not be able to make or receive calls for the following reasons:
To troubleshoot making and receiving calls, follow these steps. Stop when the issue is resolved:
Your device may not initiate or receive text messages for the following reasons:
To troubleshoot text messaging, follow these steps:
Reboot the phone.
If possible, test your SIM card in another Family Mobile phone. This helps determine if the problem is due to your SIM card or your phone.
If you are still unable to send or receive text messages, note the following information:
Your device may not initiate or receive picture messages for the following reasons:
To troubleshoot picture messaging, perform the following steps:
Send two picture messages to your own phone number.
If the second picture message you send to your phone is not received, turn your phone off then turn it on again.
If you are still unable to send or receive picture messages, note the following information:
Your device may not be able to access the web or use data for the following reasons:
To troubleshoot using the Internet, perform the following steps:
Confirm there is not a problem with the website you are attempting to view by accessing other dependable sites. If you receive one of the following errors, the site is likely the problem:
Your device may not initiate or receive downloads for the following reasons:
Note: Your Extras Pack is not billed for downloads that your phone does not receive.
If your phone is freezing or crashing, follow these steps:
If you are experiencing slowness when using the web or data on your Family Mobile phone, it may be for the following reasons:
If these reasons don't explain the slowness, contact Customer Service. When prompted at the main menu, select the option for handset or network support, followed by the option for network problems.
Important: When you call Customer Service, please use a different phone than your Family Mobile phone. This helps our Customer Service team complete full troubleshooting on your Family Mobile phone.
Perform the following steps to troubleshoot issues with your Family Mobile voicemail.
If you are unable to call voicemail from your Family Mobile phone, follow these steps:
Note: When roaming off the T-Mobile network, you may be prompted for a password.