If people say they are not getting your texts, but you can still receive texts, make calls and use data, work through the steps below. They fix most cases where outgoing texts (SMS) don't arrive.
Before you start
- Make sure your line is active in the customer portal under Subscriptions.
- Try texting more than one person, so you know it isn't one blocked contact.
On iPhone
- Restart your phone: press and hold the side button and either volume button, slide to power off, wait about 30 seconds, then turn it back on.
- Set the network to LTE: go to Settings > Cellular > Cellular Data Options > Voice & Data and choose LTE.
- Choose the network manually: go to Settings > Cellular > Network Selection, turn off Automatic, wait for the list to load and choose HOME.
- Check your APN settings: go to Settings > Cellular > Cellular Data Network and set Cellular Data APN to pwg (leave username and password blank). See Setting up your APN on your iPhone for all fields.
- Send a test text to someone you know.
On Android
Restart your phone, then follow Setting up your APN on Android and send a test text.
If your texts still don't arrive
Contact us in the chat and include:
- When it started, and whether it worked before.
- What you see when you send a text (for example Not Delivered, a red exclamation mark, or it looks sent).
- Whether it fails for everyone or only some people.
- One number you texted and roughly what time.
- Whether you use an iPhone or an Android phone.
We'll check your line and, if needed, pass it to our technical team. We'll email you when we hear back.
"Message Blocking is active"
If you get a reply saying Unable to send message - Message Blocking is active, the network that provides our service has blocked outgoing texts on your line. Calls, data and incoming texts keep working. This block can't be lifted by Flex Mobile and doesn't go away with time. See our Carrier Disconnection policy and Terms of Service.