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Problem Possible causes Possible solution
nano-SIM card
error
The nano-SIM card has
malfunctioned or is
damaged.
Call customer support at
(888) 835-6047.
The nano-SIM card is
inserted improperly.
Insert the nano-SIM card
properly.
Debris is on the nano-SIM
card contacts.
Use a soft, dry cloth to
clean the nano-SIM card
contacts.
Cannot answer
incoming calls
You have activated the Call
blocking feature.
Disable this feature. See
Phone Calls – Adjusting
Your Call Settings – Setting
Call Blocking
.
Cannot make
outgoing calls
You have activated the
Fixed Dialing Numbers
feature.
Disable this feature. See
Phone Calls – Adjusting
Your Call Settings – Using
Fixed Dialing Numbers
.
TROUBLESHOOTING
Problem Possible causes Possible solution
Unable to
connect to the
network
The nano-SIM card is
invalid.
Call customer support at
(888) 835-6047.
You are not within the
network’s service area.
Check the service area with
Customer Service.
Poor signal.
Move to an open space, or
if you are inside a building,
move closer to a window.
PIN Code
blocked
You have entered an
incorrect PIN code three
consecutive times.
Call customer support at
(888) 835-6047.
Phone crashes,
reboots, freezes,
or cannot be
powered on
Some third-party software
is not compatible with your
phone.
Uninstall the software
that may be causing the
problem.
Upgrade the phone
software.
Reset the phone to factory
status.
TROUBLESHOOTING
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