Picture message troubleshooting

It can be frustrating if you have trouble sending picture or video messages. Try these steps to help your picture messaging service work.

 

 

Can't send / receive with all contacts

  1. Check your device shows at least two signal bars. If not, your signal is too low for reliable messages. Check out Signal troubleshooting.
  2. Send a text message (with no pictures) to one of the numbers you had picture message problems with. If it doesn't go through, see Text message troubleshooting.
  3. Have your primary account holder open My T-Mobile, look for Message blocking or Family Allowances services, and remove them from the line.
  4. Turn off Wi-Fi to ensure you're using the T-Mobile data network.
  5. Open a few web pages in your device's browser to check whether your Internet connection is loading. If not, follow No Internet instead.
  6. Restart the device.
  7. If the sender (whether you're the sender or your contact is) was sending a video, a few pictures, or a large picture, then test sending just one small picture.
    • All mobile networks restrict the size of pictures that are sent and received.
    • Most phones help resize and shrink your large pictures small enough to send/receive, so the original size isn't too important. But if the message is still too large after this, it won't send.
    • If the small picture goes through, then your service is working fine. The other picture is too large or video is too long.
  8. Uninstall all third-party messaging apps. (see your Devices "Manage apps" page)
  9. For Android:
    • Clear the app cache and app data for the Messaging app. (see your Devices "Manage apps" page)
    • Reset APNs to default. (see your Devices "Network, APN, & VoLTE" page)
  10. For Apple iPhone:
    • Check whether picture messaging is turned on (Settings > Messages > turn on MMS Messaging).
    • Reset Network Settings (Settings > General > Reset > Reset Network Settings).
  11. Update the device software to the latest version. Visit the Devices page for current versions and steps.
  12. Try sending or receiving a new picture message.
  13. If you're still having messaging problems, contact us.

 

 

Can't send / receive with a specific number or an international number

  1. Make sure the line you're trying to message is a mobile line, not a landline or VOIP (internet phone) line that cannot receive picture messages.
  2. Check that the number isn't on your device's spam list or block list. (see your Devices "Manage messages" page)
  3. Make sure the sender is dialing the number correctly, or it is in the phone Contacts with the correct country code. For some help with the dialing pattern, see Make an International Call.
  4. Restart the device.
  5. Uninstall all third-party messaging apps. (see your Devices "Manage apps" page)
  6. For Android, clear the app cache and app data for the Messaging app. (see your Devices "Manage apps" page)
  7. If you still can't send or receive messages to a specific number, contact us.