Support

Information


  • Troubleshoot basic phone functions overview


    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.


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  • Battery/charging/power issues


    If you are having trouble charging your phone or your phone’s battery is not holding a charge, follow these steps:


    1. Remove the battery and check the Liquid Damage Indicator (LDI).
      • If the LDI is red, your phone has been exposed to liquid damage and will not function properly.
      • If the LDI is not red, proceed to step 2.
    2. Verify you are using a Family Mobile battery.
      • If you are using an aftermarket battery, contact the battery manufacturer for further support.
      • If you are using a Family Mobile battery, proceed to step 3.
    3. Make sure you are fully charging your battery. Use a charger for more than four hours to ensure a proper charge.
    4. If you have an alternate charger and battery, use them to charge and power the phone:
      • If an alternate battery works, the original battery is defective and must be replaced. You will need to purchase a new battery for your phone.
      • If an alternate charger works, the original charger is defective and must be replaced. You will need to purchase a new battery for your phone.

    • Important: Walmart Family Mobile does not sell or exchange batteries or chargers. For specific warranty information about batteries and chargers, contact the manufacturers.

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  • Cannot make or receive calls


    Your device may not be able to make or receive calls for the following reasons:

    • Signal not strong enough to complete the call
    • Improper dialing pattern used or dialed an invalid number
    • Device needs to be rebooted (turned off and then on again)
    • Family Mobile account is inactive
    • Extras Pack turned off.
    • Low Extras Pack balance (required for international dialing/roaming)
    • Minute restrictions via Family Controls

    To troubleshoot making and receiving calls, follow these steps. Stop when the issue is resolved:

    1. Ensure you are in an area where you have a good signal (2-3 bars).
      Note: Signal strength can be weakened when using your phone indoors or behind physical barriers. If possible, try making the call from outdoors or a different location.
    2. Check your Family Controls settings to ensure you are not calling blocked numbers.
    3. If dialing an international number or roaming internationally, check that you have enough funds in your Extras Pack to complete the call, and that your Extras Pack is not disabled.
    4. Make the call using the full 11-digit phone number (1, then the area code, then the number).
      Example: 1-555-123-4567
    5. Reboot the phone.
      • Turn off the phone and then remove the battery.
      • Re-insert the battery and then turn the phone back on.
      • When the phone is done rebooting, try your call again.
    6. Try to call a different phone number. If this call goes through, then there may be an issue with the phone number you are dialing, rather than an issue with your service.
    7. Attempt to select T-Mobile’s network manually from your phone.
      Note: For more information on manual network selection, see your phone’s user guide.
    8. If possible, test your SIM card in another Family Mobile phone. This will help determine if the problem is due to your SIM card or your phone.
      • Insert the SIM card into the other Family Mobile phone.
      • Try to make or receive a call.
      • Note the results and continue to step 9.
    9. If you are still unable to make your call, note the following information:
      • Signal Strength
      • Battery Strength
      • Number you were trying to call
      • Dialing pattern (10-digit number vs. 11-digit number)
      • Date and time of attempted call
    10. Contact Customer Service with the results of your troubleshooting. When prompted at the main menu, select the option for handset or network support, followed by the option for network problems.
      Important: When calling 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.
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  • Cannot send or receive text messages


    Your device may not initiate or receive text messages for the following reasons:

    • Improper dialing pattern used or dialed an invalid number
    • Device needs to be rebooted (turned off and then on again)
    • Family Mobile account is inactive
    • If dialing an international number or roaming internationally with Extras Pack disabled for the line, or low or no megabytes available
    • Message restrictions via Family Controls
    • Phone capability

    To troubleshoot text messaging, follow these steps:

    1. Make sure you are not restricted from sending text messages via Family Controls. See Family Controls for more information.
    2. If texting an international number or roaming internationally, check that you have enough funds in your Extras Pack to complete the call, and that your Extras Pack is not disabled.
    3. Reboot the phone.

      1. Turn off the phone and then remove the battery.
      2. Re-insert the battery and then turn the phone back on.
      3. When the phone is done rebooting, attempt to send your text again.
    4. Send a text message to your own mobile phone number. If you do not receive the message, go on to the next step.
      Note: Always dial the full 11-digit mobile number (1, then the area code, then the number).
    5. Make sure the service center number is entered exactly as follows: +12063130004
      Note: To get instructions on how to check the service center number, see your phone’s user guide.
    6. Attempt to select T-Mobile’s network manually from your phone.
      Note: For more information on manual network selection, see your phone’s user guide.
    7. 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.

      1. Insert the SIM card into the other Family Mobile phone.
      2. Try to make or receive a call.
      3. Note the results and continue to Step 9.
    8. If you are still unable to send or receive text messages, note the following information:

      • The location where you are using the service
      • The number of signal bars you have on the phone
      • The make and model of the phone you are using
      • Whether you are able to receive a message
      • The last time you were able to send and/or receive a message
    9. Contact Customer Service with the results of your troubleshooting. When prompted at the main menu, select the option for handset or network support, followed by the option for network problems.
      Important: When calling 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.
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  • Cannot send or receive picture messages


    Your device may not initiate or receive picture messages for the following reasons:

    • Phone model doesn’t support this capability
    • Incorrect picture message settings
    • Roaming domestically off the T-Mobile network
    • Device is not registered on the network
    • Family Mobile account is inactive
    • Extras Pack turned off
    • Low Extras Pack balance (required for international dialing/roaming)
    • Message restrictions via Family Controls
    • Message is too large or includes too many recipients
    • Network incompatibility
      Note: BlackBerry, and Sidekick devices cannot be used on the Family Mobile network for web usage and picture messaging at this time. See Other Phone General FAQs for more information.

    To troubleshoot picture messaging, perform the following steps:

    1. Make sure you are not restricted from sending text messages via Family Controls. See Family Controls for more information.
    2. If texting an international number or roaming internationally, check that you have enough funds in your Extras Pack to complete the call, and that your Extras Pack is not disabled.
    3. If you are on the Unlimited Talk & Text plan, ensure that your Extras Pack is not disabled.
    4. Ensure you are not roaming off the T-Mobile data network, as picture messaging is dependent on the data network. Check your data coverage here.
    5. If you are using a non-Family Mobile phone, make sure you have the correct picture message settings. See Internet and Picture Message Settings.
    6. Send two picture messages to your own phone number.

      • The first message registers your phone with our system, the second ensures you can receive picture messages.
        Note: In most cases, the first picture message you send to your phone will not be visible.
    7. If the second picture message you send to your phone is not received, turn your phone off then turn it on again.

      • After your phone is back on, attempt to send both picture messages again.
    8. Attempt to select T-Mobile’s network manually from your phone.
      Note: For more information on manual network selection, see your phone’s user guide.
    9. If you are attempting to send the message to more than 10 recipients, or if the message is very large, it may fail to transmit. Try sending a small size image to a single recipient.
    10. 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.

      1. Insert the SIM card into the other Family Mobile phone.
      2. Try to send or receive a picture message.
      3. Note the results and continue to Step 11.
    11. If you are still unable to send or receive picture messages, note the following information:

      • Location where you are using the service
      • Number of signal bars on the phone
      • Make and model of the phone you are using
      • Whether you are able to receive a message
      • The last time you were able to send and/or receive a message
    12. Contact Customer Service with the results of your troubleshooting. When prompted at the main menu, select the option for handset or network support, followed by the option for network problems.
      Important: When you calling 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.
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  • Cannot access the web or use data based services


    Your device may not be able to access the web or use data for the following reasons:

    • A problem with the website you are attempting to reach
    • Phone model doesn’t support this capability
    • Extras Pack is unavailable or Data is turned off
    • Roaming off the T-Mobile data network
    • Family Mobile account is inactive
    • Incorrect APN Settings
    • Network incompatibility
      Note: BlackBerry, and Sidekick devices cannot be used on the Family Mobile network for web usage and picture messaging at this time.
      See Other Phone General FAQs for more information.

    To troubleshoot using the Internet, perform the following steps:

    1. 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:

      • Error 404 page cannot be found
      • Unsupported content type
      • Malformed content
      • File too large
      • Requested entity too large
    2. Sometimes issues can be location-specific. Verify your signal strength, and try connecting from another location.
    3. If you are on the Unlimited Talk & Text plan, ensure that your Extras Pack is enabled. See Extras Pack for more information.
    4. If you are on the Unlimited Talk, Text & Web plan, verify Data hasn’t been turned off for the line. Click here for more information.
    5. Ensure you are on the T-Mobile network by checking our coverage map.
      • If roaming outside the domestic data coverage area, these features are unavailable.
      • If roaming internationally, a charge per megabyte of data used is deducted from your Extras Pack.
    6. Attempt to select T-Mobile’s network manually from your phone.
      Note: For more information on manual network selection, see your phone’s user guide.
    7. If you are using a non-Family Mobile phone model, verify you have the correct Internet settings. See Other Phone for details.
    8. Reboot the phone.
      • Turn off the phone and then remove the battery.
      • Re-insert the battery and then turn the phone back on.
    9. If you are still unable to access the web or use data based services, note the following information:
      • The location(s) where you attempted to use the service
      • The amount of signal indicated by your phone
      • The make and model of the phone you are using
      • The error message(s) you received
      • The last time you were able to connect successfully
    10. Contact Customer Service with the results of your troubleshooting. When prompted at the main menu, select the option for handset or network support, followed by the option for network problems.
      Important: When you contact Customer Service, please call from a different phone than your Family Mobile phone. This helps our Customer Service team complete full troubleshooting on your Family Mobile phone.
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  • Cannot receive web downloads


    Your device may not initiate or receive downloads for the following reasons:


    • If the download is not free, your Extras Pack must be turned on and funded in order to cover the cost of the download.
    • If you are on the Unlimited Talk, Text & Web plan, you must have data turned on in order to download. See Limits and Controls for instructions on how to turn data on/off.
    • Network incompatibility.
      Note: BlackBerry, and Sidekick devices cannot be used on the Family Mobile network for web usage and picture messaging at this time.
      See Other Phone General FAQs for more information.

    If you initiated a download and did not receive it, or the download failed, perform the following steps:
    1. Validate your Internet connectivity. For Internet troubleshooting, see the Cannot access the web or use data based services topic above.
    2. Verify your phone has at least two bars of signal strength, as poor signal strength may prevent your download from completing.
    3. Turn off the phone then turn it on again. This resets the phone’s connection to the T-Mobile network.
    4. If you are still unable to access the web or use data based services, note the following information:
      • The location(s) where you attempted to use the service
      • The amount of signal indicated by your phone
      • The make and model of the phone you are using
      • The error message(s) you received
      • The last time you were able to download successfully
    5. Contact Customer Service with the results of your troubleshooting. When prompted at the main menu, select the option for handset or network support, followed by the option for network problems.
      Important: When you contact Customer Service, please call from a different phone than your Family Mobile phone. This helps our Customer Service team complete full troubleshooting on your Family Mobile phone.

    Note: Your Extras Pack is not billed for downloads that your phone does not receive.


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  • Display/screen issues


    1. Remove the battery and check the Liquid Damage Indicator (LDI).
      • If your phone shows signs of liquid or physical damage or the LDI is red, the phone has been exposed to liquid damage and will not function properly.
      • If the LDI is not red, go on to step 2.
    2. Reinsert the battery, turn the device on, and test the issue.
    3. Confirm the device’s screen is clear and free of foreign material
    4. Remove any screen protectors or cases
    5. Verify the device has sufficient storage memory available.
      Note: See your device’s user guide for more information on checking available memory.
    6. If the issue only occurs when using a specific downloaded third-party applications, uninstall the third-party application.
    7. If your phone is still not functioning correctly, contact Customer Service with the results of your troubleshooting.

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  • Phone freezes or crashes


    If your phone is freezing or crashing, follow these steps:

    1. Verify you do not have a large amount of pictures, videos, applications, messages, call logs, or other files saved to the devices by checking the available memory. If your phone has less than 5% of available memory, the phone may respond slowly.
      Note: See your device’s user guide for instructions on checking available memory.
    2. Move any media files to a memory card or deleting files to free up memory.
    3. Make sure you are not running multiple applications at the same time.
    4. Turn the phone off and then turn it on again.
      • If the phone is frozen and cannot be turned off, remove and re-insert the battery and power on.
    5. Test the same functions that were previously freezing.
    6. If the issue persists, contact Customer Service with the results of your troubleshooting.

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  • Slow web or data


    If you are experiencing slowness when using the web or data on your Family Mobile phone, it may be for the following reasons:

    • Signal strength. Verify your phone has at least 2 bars of signal strength, as this can impact data speeds.
    • Phone capability. Refer to your phone’s user guide to confirm whether your phone is 3G capable.
    • Network coverage. Check your data coverage using our coverage map If your current location is not in a 3G coverage area, your web speeds may be slower than normal.
    • If you are on the Unlimited Talk, Text and Web plan your plan includes up to 1GB each month of shared high-speed data, after which your web speed returns to 2G speeds. Additional high speed access can be added through our Speed Boost features. See Rate plans and features for more information.
      Note: Customers on the no longer available Unlimited Talk, Text & Web rate plan receive 2GB of data and are unable to purchase Speed Boost Options.

    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.


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  • Voicemail troubleshooting


    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:

    1. Verify you have a signal and are able to make other calls. If not, try the voice troubleshooting steps described above.
    2. Are you travelling internationally? If so:
      • Ensure you are dialing correctly to access your voicemail. See International Dialing for more information.
      • Ensure you have sufficient Extras Pack balance to cover the roaming costs.
    3. Try dialing voicemail in the following ways:
      • Dial 1-2-3 and press Send
      • Press and hold the 1 key
      • Dial 1-805-MESSAGE
    4. If you are still unable to reach your voicemail, call Customer Service. To expedite the troubleshooting process, have the following information ready:
      • Location where you are using the service
      • Number of signal bars you have on the phone
      • Make and model of the phone you are using
      • The last time you were able to call the voicemail system
      • If you receive a notification when receiving a new voicemail
      • What happens when you attempt to call voicemail?
      • What happens when callers attempt to leave a voicemail message?
    If you are prompted for a password and are unable to enter an acceptable entry, then:
    1. Dial #PWO# (#796#) to turn off the voicemail password.
    2. Attempt to call voicemail.
    3. If that resolves the issue, dial #PWO# to turn password back on.
    4. Try changing the DTMF tone settings for your phone to long. Refer to your phone’s user guide for instructions.

    Note: When roaming off the T-Mobile network, you may be prompted for a password.


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