Setting up your voicemail

After activating and installing your SIM, you need to set up your Voicemail inbox. There are two types of voicemail inboxes: Standard Voicemail inboxes and Visual Voicemail. 

You must set up your standard voicemail inbox before you can use Visual Voicemail.  

Set up your voicemail inbox

First, make sure you have installed your SIM. Read this if you have not yet activated or installed your SIM. Once your SIM has been installed, access your voicemail in the following way:

• GSMA: Press and hold 1 on your keypad (do not call the number 1, just press and hold).
• GSMT: Press and hold 1 on your keypad (do not call the number 1, just press and hold).
• CDMA: Dial *86 and call the number. 

Follow the prompts to set a password and record your greeting. Both can be changed at any time by returning to your voicemail inbox and selecting Personal Options from the menu.

Visual Voicemail

Visual Voicemail lets you manage messages directly from your phone's dialer application. It's included at no extra cost on all networks and supported devices, and is automatically added to your account. Before getting started, make sure you've set up your standard voicemail inbox first. 

Note: If your account is suspended due to non-payment, you'll need to resolve the outstanding balance before you can access Visual Voicemail.

Note: Do you have a CDMA eBay line? You may experience some problems accessing visual voicemail. Please contact us for help.

1. Open your phone's dialer app.
2. Tap the Voicemail tab, usually found in the bottom-right corner.
3. Listen to, delete, or manage your messages.

The greeting, password, and other setup information that was configured when you called your standard voicemail line will apply to your Visual Voicemail as well.

Important: Some older accounts (activated in 2025 or earlier) may require a one-time update to enable Visual Voicemail. If you're having trouble accessing it, please contact our support team so we can review and update your account.  This update will permanently delete any existing voicemail messages, so we recommend listening to any saved messages before proceeding.

Error messages and how to fix them

"Add Voicemail Number" error: If you see "Add voicemail number?" in the voicemail section of your dialer, your standard voicemail inbox setup has not been completed.

"Your call cannot be completed as dialed" error: If you hear this message when trying to access your standard voicemail inbox, do not call the number 1 — simply press and hold 1 on your dialpad instead.

"Mailbox Not Initialized" error: This usually means your voicemail box hasn't been set up yet, or the setup was interrupted. It can also occur after switching carriers, resetting your phone, or getting a new SIM card. Try the following:

• Call your own number and follow the prompts to set up your mailbox from scratch.
• If that doesn't work, dial your carrier's voicemail access number directly.
• Try toggling airplane mode off and on to refresh your connection.
• Contact us to reset the voicemail box.

Troubleshoot voicemail problems

Before troubleshooting, it's important to know which actions may cause you to lose saved messages and which are safe.

Now that you are aware of the actions that can result in the loss of messages, proceed to troubleshoot. 

Locked out of your voicemail:

If you are locked out of your voicemail or you have forgotten your password, please contact us to have it reset. Visit redpocket.com/contact-us to start a chat for help.

No Voicemail Notification:

If you are not receiving a notification when a voicemail message is left for you, this is often due to a faulty network sync. Your phone never received the signal that a message was waiting. It can also be caused by Do Not Disturb settings, disabled notifications, or a provisioning delay. 

Read this article for steps to fix it.