What can I do if my smartphone/device is not taking a charge?

There are a few reasons why your smartphone/device might not send or receive SMS and MMS messages:

• Service Plan Expired
• A weak or no signal
• Issues with the Messaging app
• 3rd party apps not working properly

Service Plan has expired

If your your service plan has expired, you will need to add services back to your phone before you will be able to send or receive messages.

If you're not sure, click Check Usage / Due Date below to use our automated system.

Check Usage / Due Date

If you've recently refilled services, or reactivated your phone, it could take a few minutes for our systems to update. 

You can try turning Airplane Mode on for a minute and then turning it back off. This sometimes works to re-register the phone and SIM to our network.

Are you only unable to send SMS or MMS messages in specific locations?

Try moving to a different location and send your messages again.

Have you rebooted your device?

Try powering your device off for 30 seconds, then powering it back on.

Is your device software and apps up to date?

Try updating any available software updates.

Have you recently downloaded any 3rd party applications since issue began?

Try uninstalling any recently installed apps.

If you are still experiencing issues with sending and receiving text messages, there are several ways that we can assist you with further troubleshooting.

1. Use our automated assistant to quickly resolve this issue.

Technical Support

2. Through our automated assistant you can also chat with a live agent if necessary.

There are a few reasons why you might not be able to make or receive calls.

• Minutes or Service Plan has expired
• A weak or no signal
• Airplane Mode is on

Minutes or Service Plan has expired

If your minutes or your service plan has expired, you will need to add time/services back to your phone before you will be able to make receive calls.

If you're not sure, click Check Usage / Due Date below to use our automated system.

Check Usage / Due Date

If you've recently refilled services, or reactivated your phone, it could take a few minutes for our systems to update. 

You can try turning Airplane Mode on for a minute and then turning it back off. This sometimes works to re-register the phone and SIM to our network.

Does your phone appear to have a weak signal or no signal at all?

Please try moving to different locations to see if the signal strength improves.

Have you tried to remove and reinsert your SIM card?

Please try removing your SIM card and reinserting it to see if you are able to make and receive phone calls.

If you are still experiencing issues with making and receiving calls, there are several ways that we can assist you with further troubleshooting.

Use STAR (our automated assistant) to quickly resolve this issue.

Technical Support

Or Call our Customer Care Center (1-877-430-2355) from another phone so that a representative can assist you.

VoLTE (Voice over LTE) is a technology that provides voice service for your phone. Some benefits of VoLTE include:

• Calls use more advanced LTE network services.
• Provides superior voice quality
• Allows you to browse the Internet and use data-driven apps while on a call.

NOTE: VoLTE is not available on all devices, networks, or in all areas.

By default, your phone is set to automatically choose the best available network. If your phone is not connected to a network, you may be in an area where service is not yet available or you may also be in an area with poor wireless coverage.

NOTE: Steps and options may vary depending on your device model, Android version, and available services. For Devices supporting 5G, VoLTE is automatically enabled as it is required for 5G.

To verify your network options, follow these steps:

1. From the main screen, slide the screen up to display your apps.
2. Locate and tap the "Settings" icon.
3. Tap "Connections" or "Network & Internet"
4. Tap "Voice Networks" or "Mobile Networks."
5. Then, Set the VoLTE toggle to "On."

A Personal Unlocking Key (PUK) may be used as a way to unlock your SIM card in the event that you accidentally lock yourself out of your phone using the phone's native security features. PUK codes are separate from phone PINs or Passwords.

Call customer support for instructions on how to retrieve your PUK code.

If you enter your code incorrectly too many times, you will be permanently locked out of your SIM card and will require a new one.

Use our automated assistant to quickly resolve this issue.

Technical Support

For assistance with the APN configuration of your phone, please go to https://www.tracfone.com/apn. Enter your phone number, or the last 15 digits of your SIM number, and select "SEARCH." Then, follow the directions provided.