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Unable to make and receive calls

If you are having problems with calling and texting, please attempt standard troubleshooting steps, including turning your phone off and on again and checking for APN network settings. 

Note: this article contains important troubleshooting steps. However, if you find that you are able to successfully make a call but that call drops, please read our What to do about dropped calls help center article for additional troubleshooting steps. 

1. Turn your phone off and on again. 

Turning your phone off and back on again, called a "power cycle" allows your phone to reset and restart, removing any blockers that may have been created during everyday use, thermal stress, or software errors. Wait 10 seconds after turning the device off to turn it on again. 

2. Make sure Airplane Mode and Cellular Data are set

Disable Airplane Mode on your Android phone by going to Settings > Network & Internet Settings > Airplane Mode. Turn the Airplane Mode setting to OFF. 

On some phones, your Network & Internet settings may be called Cellular, Connections, Mobile Internet, or some other variation. Turn the Cellular Data setting to ON. 

3. Check your coverage to be sure you'll get a signal in your area

Visit redpocket.com/coverage and enter the physical address where you are attempting to use your wireless service. If you do not have coverage, or the map shows only “Partner Coverage”, you would not be able to connect in that case. 

4. Are you using a compatible phone?

You’ll need a GSM-unlocked smartphone that meets the following criteria to work with RedPocket:

  • GSM (SIM) unlocked
  • VoLTE-Compatible
  • Free of service requirements from a prior carrier
  • Has an available SIM slot (some devices support 1 physical SIM, 2 physical SIMs, 1 physical SIM and 1 eSIM, and some support up to 20 eSIMs).

    Important: If you’re using an eSIM, your phone must be compatible with the technology. The following phones are compatible with eSIM, however this is not an exhaustive list.
  • iPhone 11 and newer
  • Motorola Razr 2020 (5G) and newer
  • Samsung Galaxy S20 and newer
  • Google Pixel 3 and newer
  • Samsung Galaxy Note 20 and newer

5. Your account has not been properly set up

Check that your account is active and your SIM has service. There are a couple of reasons your SIM may not have service: 

  • Your line was not activated
    Your line has not been activated due to an error. Check your line’s stats by going redpocket.com/my-lines. If your line is in a “Needs Initial Refill” status this means your line never received its starting month of service. If your line is in a “Suspended” status, this means your account may have been suspended due to a discovered error. Contact us to resolve the issue.

  • Payment for a renewal was unsuccessful
    Check your line’s stats by going redpocket.com/my-lines. If your line is in an “Airtime Expired” status this means we were unable to process payment for your line’s renewal. If auto-pay is turned on, but we could not capture payment from your payment method, or autopay was turned off and your payment due date has passed, your account will go into an Airtime Expired status.

3. Check your APN network settings

APN settings allow your device to connect. When configured incorrectly, you'll have problems with your internet connection, and calling and texting functionality may be affected as well. Skip this step if you're using a newer iPhone device, as these settings can only be managed automatically.

Visit redpocket.com/configure for more information on these steps. If the problem continues, fill out this form for further assistance.