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.
Is your phone compatible?
Your device must be a GSM unlocked device. This means if you got your phone from a wireless carrier and your device is locked for a select period of time, you have to contact the carrier to have them officially unlock it.
Contact your carrier or the original retailer where your phone was purchased, to check and see if it meets the unlock requirements.
If you bought the phone from the manufacturer instead of a carrier, (for example, buying an iPhone directly from the Apple store), then your device may already be unlocked.
Have you completed activation?
Visit unrealmobile.com/activate to activate.
- Confirm that the device ID entered during this process is accurate
- Choose to bring a phone number over from another wireless carrier, or get a new one
Check your coverage and your account status
Check your coverage. Visit unrealmobile.com/coverage and enter your address.
Login to unrealmobile.com/my-lines and take a look at your account status. If you have not refilled your account, or if you have a pending phone number transfer, the device will not work properly.
Turn your device off and back on
It can be beneficial to reset your device if things are not working properly. Power the device off, wait 10 seconds, and then turn it on again.
Receive a call and receive a text message
Send a message or place a call to your Unreal Mobile device from another phone. This can sometimes kickstart your phone's calling and texting functionality.
Make sure the text message and call you receive comes from a landline or non-VoIP phone number. Skype, WhatsApp, and Viber are all examples of VoIP numbers and these will not work when completing this troubleshooting step.
Note: After your device is functioning properly, you will then be able to make or receive calls, to and from VoIP numbers.
Still having problems?
If you have completed all of the above-mentioned steps, and you are still having problems using your Unreal Mobile device, contact our support team for help. Visit unrealmobile.com/contact-us.