Messaging problems

If you're having problems 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 problem persists, follow the steps below for specific problems. 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 colours of your mobile 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. Adjust your notification settings.
  2. If you're using a third-party launcher, try switching back to the Moto launcher. If this fixes the issue, find an alternative launcher to use.

Can't send or receive messages

  1. Change your preferred network to Global.
  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 iMessaging. You need to deregister your account.
  3. Contact your carrier.

Can't send or receive pictures or videos

Your data plan must support MMS (multimedia messaging) and mobile data must be on.

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, such as 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 and 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.