***This only applies if your SIM card number begins with 89011***
Select your device type
If you are unable to receive text messages, there are a few things you can do to fix the problem. Steps vary, depending on the type of device you're using. Select your device type below, for relevant troubleshooting steps.
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| Android Steps | iPhone Steps |
Steps for Android phones
Step 1: Make sure you have the proper application.
There are two different applications in the Play Store, the FreedomPop Messaging application and the FreedomPop OTT Call and Text application. If you have a phone that you purchased directly from FreedomPop, if you have activated a device as BYOD or if you have one of our SIM cards, please make sure you have downloaded the FreedomPop Messaging application.
You will also want to use the FreedomPop Messaging application for making, and receiving, calls and text messages.
Step 2: Sync Account Data within the application.
This action will make sure your service and your phone are in sync and working properly.
To do this, go to the FreedomPop Messaging application. Then tap the menu button in the top left corner of the screen. Search for Sync Account Data and tap on it.
Step 3: Make sure the app is the default messaging application.
It is essential that the FreedomPop app is set to your primary messaging and calling application, and has all the necessary permissions to work properly.
The first time you open the FreedomPop Messaging app (located on the Home Screen of most devices) you may receive a prompt to set "Messaging" as the default messaging application. Select "Yes" or "OK" to ensure that our service functions correctly.
If you haven't set FreedomPop Messaging as the default messaging application, you can do so in the Settings menu of your phone.
Step 4: 3rd party calling and texting apps.
We recommend disabling any third party calling apps (Hangouts, Skype, WhatsApp, etc) to see if you can make calls when those are not running. It's best to remove them and download them again later -- one at a time -- to ensure that they aren't interfering with calling or texting.
Step 5: Make sure iMessage has been de-registered.
This only applies if your previous phone was an iPhone.
If you are coming from an iPhone, make sure iMessage on that old phone has been turned off. If iMessage is still active on your old phone but you are now using a new phone, you may not receive all of your texts. If your old phone was not an iPhone, please disregard this step.
To de-register iMessage on your old iPhone put your SIM card in the old phone. Go to Settings, then tap on Messages. Tap the toggle button to turn iMessage OFF. Go back to Settings and this time tap on FaceTime. Once again, tap the toggle button to turn FaceTime OFF. You can now put your SIM card back into your new phone and you should receive all of your text messages. Click here for detailed instructions, with image examples, for this troubleshooting step.
Note: If you no longer have your old iPhone, you will need a code from Apple to deregister iMessage. Click here to get one.
Try a test to see if the issue has been resolved.
If these steps did not resolve the issue, we recommend completing the full list of talk and text troubleshooting steps available here.
Steps for iPhones
Step 1: Make sure you are using the FreedomPop application
Visit the App store and download the FreedomPop Free Calling, Texting and SMS application. You will not, unfortunately, be able to use the native dialer on your phone.
Step 2: Make sure iMessage has been deregistered
If you are coming from an iPhone, make sure iMessage on that old phone has been turned off. If iMessage is still active on your old phone but you are now using a new phone, you may not receive all of your texts. If your old phone was not an iPhone, please skip ahead to Step 3.
To deregister iMessage on your old iPhone put your SIM card in the old phone. Go to Settings, then tap on Messages. Tap the toggle button to turn iMessage OFF. Go back to Settings and this time tap on FaceTime. Once again, tap the toggle button to turn FaceTime OFF. You can now put your SIM card back into your new phone and you should receive all of your text messages. Please test your phone out to see if you are now receiving your texts. (Click here for detailed instructions, with image examples, for this troubleshooting step.)
Note: If you no longer have your old iPhone, you will need a code from Apple to de-register iMessage. Click here to get one.
Step 3: Make sure the application has the permissions it needs
You will be prompted by your iPhone to give the FreedomPop Free Voice and Text app permissions. We recommend giving the app full access to Contacts, Microphone, Notifications, Mobile Data, and allow the app to use "Background App Refresh."
Go to the Settings application. Then, scroll down until you see the FreedomPop Calling Application. We recommend disabling any third party calling apps (Hangouts, Skype, WhatsApp, etc) to see if you can make calls when those are not running. It's best to remove them and download them again later, one at a time, to ensure that they aren't interfering with calling or texting.
Try a test to see if the issue has been resolved.
If these steps did not resolve the issue, we recommend completing the full list of talk and text troubleshooting steps.