Messaging and Email troubleshooting

Having problems with messaging or email can leave you out of touch, let's get it working again.

 

Read me first

 

Check on the following:

 

check.PNG You have restarted your device recently. See why it's important to Restart your device regularly.

check.PNG Turn off Wi-Fi to ensure you're using T-Mobile network data. If you're only having trouble when on Wi-Fi, see Wi-Fi troubleshooting.

check.PNG Message blocking or Family allowances isn't preventing messaging on your end or your recipient's.

check.PNG Your device shows at least two signal bars. Check out Signal issues / no service troubleshooting.

check.PNG For picture and email issues, open a few web pages to make sure your Internet works. If not, follow No Internet.

check.PNG Your device has at least 15% free space.

check.PNG Prepaid accounts must have an account balance for text and picture messages.

 

Tip: For help with these steps, visit our Device tutorials page, select your device, and use the search bar in upper right to find what you're looking for.

 

Text and Picture Message issues
  1. Make sure the number was entered correctly, including country code. See Make an International Call for dialing patterns.
  2. Check that the number isn't on your device's spam list or block list. A Message blocking active error when sending a text to a specific person means their message blocking is active.
  3. Update the time and date on your device and enable auto-update.
  4. Uninstall any downloaded messaging apps.
  5. Android devices:
    • Make sure the SMSC setting is +12063130004.
    • Clear the app cache for Email & Messaging.
    • Reset APNs to default.
  6. Apple devices:
    • If the message is blue, see iMessage.
    • If you or your contact had an iPhone and switched recently, turn off or unregister iMessage & FaceTime. See Apple Support.
    • Check whether picture messaging is turned on in Settings > Messages > turn on MMS Messaging.
    • Reset Network Settings in Settings > General > Reset > Reset Network Settings.
  7. Update your device software to the latest version.
  8. Delete all text threads. You can back these up beforehand using apps from the app store.
  9. Picture Messaging (MMS): Test sending one small picture to one recipient.
    • MMS is limited to 10 recipients per message.
    • MMS can take longer to get to your mobile device than a text.
    • All networks restrict the size of MMS. For T-Mobile, the max sending size 1MB, 3 MB for receiving and under 3072 x 3072 resolution.
    • MMS's may be automatically resized when sent, but may still be too large.
  10. If available, move the SIM card to another T-Mobile device and try texting from that device to determine if it's a network of device issue.

 

Still need help?

If you're still experiencing the problem, call us at 1-877-746-0909. It's best if you can call from a different phone than the one you are having issues with.

 

Email issues
  1. For email set up, find the Email accounts step for your Device.
  2. On a computer, check you can send/receive new email. If not, contact the email provider.
  3. If you use an email program, like Outlook, set it to leave emails on the server.
  4. In the app store search for the email provider's app.
    • Some providers rely on you using their app to send/receive email and attachments.
    • If you are only having problems when a downloaded app, contact the app developer.
  5. If not using an email provider's app, find the below information for your provider and make sure they match your device settings:
    • Email address
    • Incoming server address
    • Outgoing server address
    • Domain
    • User name
    • Password
    • SSL Encryption
  6. Check if you have two-step verification on the email account. If you do, follow the email provider's steps to activate email on the device or turn the feature off.
  7. Turn off any data saver, battery saving, or power saving features or apps.
  8. Android devices:
    • Clear the app cache and data for the app you are using for email, usually Email, Mail, or Gmail.
    • In device settings for Data Usage, check if data has been restricted.
    • For Exchange accounts, check the Settings > Account > Exchange account to activate device administrator if necessary.
  9. Apple devices: Check the Settings > Accounts &Passwords > Fetch New Data settings for new email to be pushed to your device.
  10. If you are using tmomail.net, make sure that the email is plain text only. HTML is not supported.
  11. Restart the device.
  12. If email is still not working, delete the email account from the device.
  13. Add the email account again, and double-check all of your settings as you enter them.
  14. If problems continue, contact your email provider for their email settings and email service troubleshooting.

 

Attachments download but don't open

  1. Check the attachment in your email to see the file type.
  2. Visit the Devices page, and check Tech Specs to see file types your device supports.
  3. Search the app store for apps that can open the file type. Third-party apps support more files.