Are you having problems making or receiving calls or text messages? Does your phone work properly, but only when you’re on WiFi? This article will help you troubleshoot your SIM card. Please complete each step.
Is your phone compatible?
Your device must be GSM carrier unlocked. This means if you got your phone from T-Mobile or some other carrier, you have to contact the previous carrier to have them officially unlock it.
If you bought the phone from a manufacturer instead of a carrier, (for example, buying an iPhone directly from the Apple store), then your device may already be unlocked. If your device is locked to a carrier (meaning it can only be used with T- Mobile or it can only be used with AT&T) then you cannot use the UNREAL Mobile SIM card.
Call your previous carrier’s customer service line and provide them with your phone’s IMEI number to check.
Did you configure APN network settings?
This step is very important. If network settings are not configured properly, your phone will not work. Click here to complete the APN configuration setup.
Download the UNREAL Mobile application
The UNREAL Mobile application is required for calling and texting. Without this application, your service may not work properly. Please download the application and complete the setup steps it takes you through.
These setups steps include granting UNREAL Mobile permission to use your contact list and microphone. As well as setting the UNREAL Mobile application as your default calling and texting service. All of these are very important, so please do not skip this step.
Click here to download the application for an iPhone.
What if I didn't go through setup steps, the first time?
You can enable permissions for this application if you did not go through the setup steps the first time. Even if you completed the setup process, it's still a good idea to check your App Permissions and make sure all of them have been granted for UNREAL Mobile.
How to enable permissions
Permissions allow your phone to use the UNREAL Mobile application for calling, texting and adding contacts. To start, click on Settings.
Then, scroll down until you see the UNREAL Mobile application. Tap it.
Next, make sure that Contacts, Microphone, Background App Refresh and Cellular Data are all enabled.
Next, tap on Notifications.
Make sure all Notification options are turned on. You can decide if you'd like the banners to show up for a moment, and then disappear (Temporary) or if you'd like the notification banner to remain on your screen until you click on it (Persistent).
Sync your application and your account
Now that you have downloaded the application, synchronize the app with your UNREAL Mobile account. This will make sure that any changes you have made on your account (a new phone number, a change to your plans or services, etc.) will match your UNREAL Mobile account.
To sync your account with your app, open the UNREAL Mobile application on your phone. Tap on the circular icon in the top right corner of the app.
Check your account
Check your account for any billing suspension messages or errors. For example, If you’ve had a failed charge on your account, your account will be suspended until the failed charge goes through. If you have not selected a phone number, your service will not work properly.
Log in at my.unrealmobile.com to take a look.
Still having problems?
If you have completed all of the above-mentioned steps, and you are still having problems using your UNREAL Mobile device, click the SUBMIT A TICKET button at the top of the page, to send us a message.