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Troubleshoot issues related to text messaging on your Moto X

Last Updated: May 16, 2014

This article helps troubleshoot text messaging issues on your Moto X.

You may have text messaging issues if your phone is:

  • Unable to send or receive text messages
  • Displaying error codes or network messages when you try to send a text message

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.

  1. Verify your Moto X™ is connected to the Sprint network using Sprint Zone.

    Be sure your Moto X is connected to the Sprint voice network to send or receive text messages

    1. Access Sprint Zone.
    2. Scroll to and tap My Device.
    3. Tap Dashboard.
    4. Scroll to and tap Voice Network.
    5. Your voice connection status displays.
    6. Tap Network PRL.
    7. After the PRL update is complete, tap OK.
    8. Test your phone to see if the issue is resolved.
  2. Perform a soft reset.

    A soft reset reconnects your Moto X to the Sprint network.

    1. Press and hold the Power key until your phone restarts.
  3. Have you ever been able to send or receive a text message on your Moto X?

    If your Moto X is active and you've never been able to text, contact Sprint Customer Care for further troubleshooting.

  4. Have you moved to the Moto X from an iPhone?
Some users will experience SMS issues when moving from an iPhone to a non-iOS device like the Moto X.

To resolve this issue the SMS service should be removed from Apple's iMessage service. This can be done from any web browser.
  1. Go to the Apple support webpage at Supportprofile.apple.com.
  2. Log in with your Apple ID.
  3. Under My Products, click on Edit Products.
    • If no products are registered, skip the following steps.
  4. Click on the X to the right of the iPhone.
  5. Click Unregister.
Your SMS service is no longer registered with Apple's iMessage service.

Note: To optimize device performance, be sure your Moto X is running the most recent device software. Check for software updates.

If you're still having issues, please try our community pages for the Moto X or contact Sprint Customer Care for more help.

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