Why Can't I Send Or Receive Text SMS Messages?

Troubleshooting steps to fix SMS issues.

2573 Views 12 Nov 2018 FAQ

If you experience any problems when using text messaging, please follow the steps below which may help with resolving the issue.
Which issue are you experiencing? 

I Can't Send OR Receive Text Messages

Do You Have Coverage?

If you are in an area without coverage, you will experience a significant drop in our service.
If you are in the Truphone Zone and wish to check the coverage in your area, Contact Us
 

Have You Recently Ported Into Truphone?

If you have recently ported into Truphone from another service provider, please allow 1 hour after your port time for all services to be active.
If you have tried all the above and are still experiencing problems sending or receiving text messages, please Contact Us

I Can Receive But Not Send Text Messages


Do You Have Credit? (Pre-Pay Customers Only)

Check your credit by dialing *124#. If you don't have enough credit, contact us and we'll be happy to assist you.

Are You Using The Correct Dialling Format?

If you are traveling outside your home country, you will need to dial the correct international format.
More information on Country Codes

Are You Trying To Text A Short Code?

We do not support outbound text messages to service providers, social medias and telemarketing companies.
These numbers often require a premium rate which we do not support at this time.
More information on Why Can't I Send Texts To Short Codes? 

This is also the case with incoming text messages from some service providers such as banks, internet providers and utility companies.
More information on Why Am I Not Receiving Texts From Some Service Providers?

Are You Attempting To Send An MMS?

We do not support the sending or receiving of Multimedia Messaging Services (MMS).
For this reason, you may also experience errors if you are attempting to send a group message or a long text message (over 760 characters), as some handsets will convert these messages from SMS to MMS.

We apologise for any inconvenience that this may cause. If you need to send a media file from your handset, please use messaging applications via data connection.

Test From Another Phone

If you have access to anothe phone, try putting your SIM card in it & see if you can send the SMS.
If so, it may be an issue with your device.

If possible, you could also try sending the SMS from a different SIM card.
If it still doesn't work, it may be a problem with the number you are sending the SMS to.

If these tests don't help, Contact Us 

Need More Help - Contact Us!

If none of the above helped resolve the issue, please get in touch with us & we'll be happy to assist you.

To help speed up trouble-shooting so we can get things working for you as quickly as possible, please take note of:

  • Which of the above steps you have undertaken and their results.
  • Your Truphone Mobile Number.
  • Where you experienced the issue, eg:  Road, Place, City, Country, Postcode etc.
  • What time and / or how long you have been having the issue.
  • Network you are connected to and whether you have signal or not.

Our award-winning support staff are available 24/7/365