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Troubleshoot issues related to text messaging on your ALCATEL ONETOUCH Retro

Last Updated: Aug 03, 2016

This article helps troubleshoot text messaging issues on your ALCATEL ONETOUCH Retro.

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 airplane mode is turned off.

    1. From the home screen press the Center key.
    2. Scroll to Setting and press the Center key.
    3. Scroll to Others and press the Center key.
    4. Scroll to Airplane Mode and if off press the Center key.
    5. Press OK.
    6. Scroll to Off and press OK.
  2. Perform a soft reset.

    A soft reset reconnects your ALCATEL ONETOUCH Retro to the Sprint network.

    1. Turn your phone off.
    2. Remove the battery. After 30 seconds, reinsert the battery.
    3. Turn your phone back on.
  3. Have you ever been able to send or receive a text message on your ALCATEL ONETOUCH Retro?

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

  4. Have you moved to the ALCATEL ONETOUCH Retro from an iPhone?

    Some users will experience SMS issues when moving from an iPhone to a non-iOS device like the ALCATEL ONETOUCH Retro.

    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 ALCATEL ONETOUCH Retro is running the most recent device software. Check for software updates.

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

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