Messaging and Email troubleshooting (2024)

Text and Picture Message issues

1. Make sure the number was entered correctly, including the country code. Use theMake an International Callpage 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.

Android devices:

• Make sure the SMSC setting is +12063130004.
• Clear the app cache for Email & Messaging.
• Reset APNs to default.

Apple devices:

• If the message is blue, review theiMessagepage.
  
• If you or your contact had an iPhone and switched recently, turn off or unregister iMessage & FaceTime. Get 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.

1. Update your device software to the latest version.
2. Delete all text threads. You can back these up beforehand using apps from the app store.

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 is 1MB, 3 MB for receiving, and under 3072 x 3072 resolution.
• MMS may be automatically resized when sent, but may still be too large.

If available, move the SIM card to another T-Mobile device and try texting from that device to determine if it's a network or 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 that you can send/receive anew 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 emails and attachments.
   • If you are only having problems with a downloaded app, contact the app developer.
5. If not using an email provider's app, find the 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.

Android devices:

1. Clear the app cache and data for the app you are using for email, usually Email, Mail, or Gmail.
2. In device settings for Data Usage, check if data has been restricted.
3. For Exchange accounts, check the Settings > Account > Exchange account to activate device administrator if necessary.

Apple devices:

Check the Settings > Accounts &Passwords > Fetch New Data settings for new emails to be pushed to your device.

1. If you are using tmomail.net, make sure that the email is plain text only. HTML is not supported.
2. Restart the device.
3. If email is still not working, delete the email account from the device.
4. Add the email account again, and double-check all of your settings as you enter them.
5. 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 determine the file type.
2. Visit the Devices page, and check Tech Specs to check the file types your device supports.
3. Search the app store for apps that can open the file type. Third-party apps support more files.