What problem are you having?
This article will help you, if you are having problems making or receiving calls, making or receiving text messages, or browsing the web on your device. It can also help if you are only able to use your phone when it is connected to Wi-Fi.
If you are instead having a problem with your phone's hardware, or there is some other problem, please reach out to our support team by clicking the SUBMIT A TICKET button at the top of the page.
Below are examples of issues related to the device's hardware, or otherwise not covered in this article:
• Bluetooth doesn't work
• Unable to tether data
• The phone keeps rebooting
• The phone won't turn on
• Parts of the touchscreen don't work
First, make sure data works
It's very important that you have a working data connection. If you're not sure data works, try to open the App Store. You can also try pulling up a website on your phone.
Does your data connection seem to work just fine? Do you have problems calling and texting? Click here to skip ahead.
Getting a "Cannot Connect" error message? Does the web page refuse to load, or load without images or other content? That means your data connection isn't working. You'll need to check your coverage for signal strength, sync your UNREAL Mobile app with your UNREAL Mobile account, and -- most importantly -- complete a carrier reset. Complete the following steps:
Checking Your Coverage
Visit unrealmobile.com/coverage and input your physical address, to see if you have strong enough coverage in your area. If you are still not sure, reach out to one of our representatives by clicking the SUBMIT A TICKET button at the top of the page.
Open the UNREAL Mobile application
Connect to a separate WiFi network and open the UNREAL mobile application. This will allow your phone to complete the setup process, by syncing your device with your UNREAL Mobile account.
If you purchased your device from us, you should already have this app on your phone. If you instead activated your own device through the BYOP process, you will have to download this application.
To find the pre-installed UNREAL Mobile application, on your phone, search through your ALL Apps folder.
To download the UNREAL Mobile application, open the App Store and search for “UNREAL Mobile.” Then, tap GET to download it.
Tap on the application to open it (or, if you had to download the UNREAL Mobile application, tap the OPEN button once the download is complete).
Once the application is open, you'll be asked to sync the UNREAL Mobile application with your contacts, Microphone and more. Grant the application the permissions it requires.
Complete a Carrier Reset
After you have opened the UNREAL Mobile application, you’ll need to complete a carrier reset. This will re-provision your phone onto the Sprint network. It will not remove any data (like photos, music or bookmarks) but it’s always a good idea to backup the phone anyway.
Step 1: Connect your device to an available WiFi network. This is very important. If you do not have a WiFi network available to you (for example, in your home), consider using the free WiFi network provided by a local library or coffee shop.
Step 2: There is a dial pad inside of your UNREAL Mobile application, however, you will not use it for the Carrier Reset. Instead, you must use the native phone application that comes with all smartphone devices.
Step 3: Dial ##873283# or ##UPDATE#
Step 4: Tap the Call button, and then tap "OK".
Step 5: Wait for the update to complete, and then tap on "OK", once it's finished.
After you complete your carrier reset, make sure to turn your phone completely off by holding down the power button, then turn it back on again.
Now, turn the WiFi connection off and rely on the mobile network provided by UNREAL Mobile. Test your data connection. You should now see the LTE or the 3G icon in the notification bar at the top of your phone.
PLEASE NOTE! Make sure Mobile Data is turned ON. Without this, your phone is not going to pull from your UNREAL Mobile plan. It will look for another source of the internet like Wi-Fi. To enable mobile data:
Step 1: Locate the Settings application
Step 2: Tap on Cellular
On some phones, the option is called Mobile.
Step 3: Tap on the toggle to turn Cellular Data ON
Note: On some phones, it's called Mobile Data
Are you throttled?
If you have used all of your Unlimited Data, you may find that your speeds are running more slowly. This is not a defect and your device doesn't need troubleshooting. We offer unlimited data plans with LTE allotments. After your LTE data is used, you will still have access to the internet, but at slower speeds. Please click here to learn more about our plans. If you'd like to add more high-speed data to your account, click here to learn how.
Check your account
Log in at my.unrealmobile.com and check your account for billing suspensions or failed charges. If your account is suspended, you'll need to update your payment information and allow any failed charges to go through. Click here to learn how to update your payment information.
Problems with calls or texts?
If you are able to browse the web without a problem, but you are having trouble with calling or texting, restart the UNREAL Mobile application and synchronize the UNREAL Mobile app with your UNREAL Mobile account.
Complete the following steps:
Uninstall, then re-install the UNREAL Mobile app
To remove the UNREAL Mobile application from your device, tap the application very gently, and wait for an X to appear next to it. Don't press too hard!
Tap on the X to uninstall the UNREAL Mobile application.
Once it's removed, open the App Store and search for the phrase "UNREAL Mobile". Tap the cloud icon to download it again.
Tap on OPEN to open up the UNREAL Mobile application. Now you need to synchronize the UNREAL Mobile application with your UNREAL Mobile account. To do this, tap on the circular icon in the top right corner of the app.
If the problem continues
If you are still having problems with calling, texting or accessing the internet on your phone, please speak with an UNREAL Mobile support representative. Click here to learn how to get in touch with us.