Messaging issues

If you’re having issues sending or receiving messages, try the following:

  1. Check for updates to your messaging app.
  2. Check if a software update is available for your phone.
  3. Turn your phone off and then on again.
  4. If the issue persists, follow the steps below for specific issues. After each troubleshooting step, check to see if your issue is fixed.

Red ! on text message

If you see , your text message was not sent.

  1. Check your signal strength:

    • Weak signal from your cellular provider is a common cause of unsent messages. In the status bar, see how many bars your network connection has. If you see only one or two bars, change locations to improve your signal strength, particularly if you are indoors.
    • To review details about the strength of your network connection, go to Settings > Battery. Touch the battery history graph and use the colors of your cellular network signal to determine if you've had a recent loss of signal.
  2. Open the conversation and resend the message.

Can't hear notifications

  1. Check that message notifications are turned on.

  2. Look for or in your status bar. If you see either:

  3. If you're using a 3rd party launcher, switch back to the Moto launcher. If this fixes the issue, then find an alternative launcher to use.

Can't send or receive messages

  1. Change your preferred network to Global. (Not all carriers support this feature.)
  2. If you recently switched from iPhone and are having trouble sending messages to or receiving them from an iPhone, your phone number may still be associated with iMessage. You need to deregister your account.
  3. Contact your carrier.

Can't send or receive pictures or videos

Check that:

Messages app stopped

  1. Check that you have not disabled permissions for the Messages app. If any permissions are turned off, turn them on and try using the app again.
  2. Force stop the app. This completely shuts down the app, including any background services that may be causing your issue.

  3. Uninstall any recent app updates.

    Go to Settings > Apps > Messages > > Uninstall updates.

  4. Clear the app’s cache. This frees up space by removing temporary files.
  5. Reset the phone.

Keyboard not working

If your keyboard has problems, like a missing spacebar:

  1. Check for updates to your keyboard app.
  2. Turn your phone off and then on again.
  3. Clear the cache for the keyboard app.

Problems with Facebook, WhatsApp, other apps

If you’re having problems with messaging apps that you installed:

  1. Check for updates to the app.
  2. If you can open the app, touch or > Help and look for troubleshooting information.
  3. Turn your phone off and then on again.
  4. Clear the app's cache.