Troubleshooting: Phone
Some features aren't available on my smartphone
The availability of certain features on your BlackBerry smartphone might be affected by items such as your smartphone
model and wireless service plan.
Depending on your messaging service plan, some features or options might not be available in the message options on the
Email Preferences screen.
If your email account is associated with a BlackBerry Enterprise Server, your administrator might add IT policy rules to your
smartphone that determine the features and settings that are available and whether you can add or update an app. If your
administrator has turned off a feature or set an option for you, the option might not appear, the option might appear grayed
out, or a lock indicator appears beside the option field.
If your smartphone was previously associated with a BlackBerry Enterprise Server and your administrator hasn't removed
IT policy rules from your smartphone, you can use the BlackBerry Desktop Software to remove the IT policy rules. For more
information, visit www.blackberry.com/btsc and read KB18998.
For more information about the features that are available on your smartphone, contact your wireless service provider or
administrator, or visit www.blackberry.com/go/devices.
Related information
Feature availability, 27
I can't make or receive calls
Try the following actions:
• Verify that your BlackBerry smartphone is connected to the wireless network.
• Verify that your wireless service plan includes phone or voice services.
• If you can't make calls and fixed dialing is turned on, verify that the phone number for your contact appears in your
fixed dialing list or turn off fixed dialing.
• If you have traveled to another country and you haven't changed your smart dialing options, dial the full phone number,
including the country code and area code, for your contact.
• If you're not receiving calls, verify that call blocking and call forwarding are turned off.
• Your smartphone or your SIM card might support more than one phone number, even if you only have one phone
number. Verify that your phone number is set as your active phone number.
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