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Troubleshoot issues related to text messaging on your Moto E

Last Updated: Mar 14, 2016

This article helps troubleshoot text messaging issues on your Moto E

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, tap the All Apps icon.
    2. Scroll to and tap Settings.
    3. Tap More.
    4. If Airplane mode is on, tap the Airplane mode switch to off.
  2. Verify your Moto E is connected to the Sprint voice network using Sprint Zone.

    1. From the home screen, tap the All Apps icon.
    2. Scroll to and tap Sprint Zone.
    3. Swipe to the left to open Device Diagnostics.
    4. Look for Network:
      • Network is in the Passed section: Your phone is connected to the Sprint voice network.
      • Network is in the Failed or Flagged section: Update the PRL.
        1. From Device Diagnostics, tap Network.
        2. Tap Network PRL.
        3. After the update is complete, tap OK.
  3. Perform a soft reset.

    A soft reset deletes any temporary files that may be causing the issue.

    1. Press and hold the Power key on your phone for 10 seconds.
    2. Your phone will restart.
  4. Have you ever been able to send or receive a text message on your Moto E?

    If your Moto E is active and you've never been able to text, dial *2 on your phone or dial 855-639-4644 to reach Sprint Prepaid Customer Care.

  5. Have you moved to the Moto E from an iPhone?

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

    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 iMessage de-registration webpage.
    2. In the No longer have your iPhone? section, enter your phone number in the Phone Number field.
    3. Click Send Code.
    4. Apple will send a message to your phone to confirm your de-registration. Enter that code in the Confirmation Code field.
    5. Click Submit.

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

If you're still having issues, dial *2 on your phone or dial 855-639-4644 to reach Sprint Prepaid Customer Care.

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