Troubleshooting Texting Issues

Overview:

This document provides info regarding troubleshooting texting issues (both SMS and MMS) for Republic Wireless phones.

 

Please note that the icons you see on your phone may vary slightly from the ones in the following instructions 

Unable to Send and/or Receive Messages (SMS/MMS)

Below you will find info about issues with text messaging (SMS) and picture messaging (MMS).

Most Common Reasons for Issues 

  • The Republic Wireless app needs to be updated
    See How to Update The Republic Wireless Application
  • Recently transferred number
    It can take up to 72 hours for inbound messages to start working after a number transfer is complete.


  • Using only 7 Digits
    We only support 10 and 11 digits when sending a message. 7 digits will fail. 


  • Previous iPhone user
    iMessage will hijack messages sent to your number. If you don't remove your old phone and number from the iMessage database, messages may not be delivered to you. Make the Switch: IPhone to Android (Lollipop) or Make the Switch: iPhone to Android (KitKat) has more info on how to disconnect iMessage on your iPhone or online.

  • Unsupported short code
    Short codes are shorter telephone numbers used in such things as voting for reality shows or receiving bank or weather notifications. Some short codes are not yet compatible with Republic. Check out Short Codes for more info.

  • Not using a supported messaging app
    Third party messaging apps may not work properly with Republic. Hangouts may work for SMS, however, it will not work for MMS. We don't provide support for messaging issues with this app or with any third party messaging apps. For troubleshooting help with Hangouts, see MMS (Picture/Video Messaging) or MMS (Picture/Video Messaging) (KitKat).


    • For Republic 3.0 Phones
      You'll need to ensure that the Android Messages app or Republic Anywhere is installed and set as the default messaging app. While other messaging apps may work, we'll only provide support for messaging using Android Messages and Republic Anywhere.

      Note: The Moto X Pure and all Samsung phones require the installation and configuration of Android Messages or Republic Anywhere.

    • For Republic 1.0 and 2.0 phones (Moto E (1st and 2nd Gen.), Moto G (1st and 3rd Gen.), Moto X (1st and 2nd Gen.))
      It is best to use the default messaging app that comes preinstalled on your phone.  However, if your 1.0/2.0 phone has Lollipop 5.1 you can use the Android Messages app.

  • No or poor data connectivity

    Note:
    For Republic Wireless 3.0 Phones our GSM provider requires mobile data to be enabled in order for all messaging, including SMS, to be sent from the phone. See Check Network Settings for instructions on making sure mobile data is enabled.


    • Text Messages (SMS)
      Our phones, like all phones, need some kind of connectivity to receive a text message. We require a cell connection or WiFi access to the Internet to receive text messages. Once you are connected to cell or WiFi, you will receive your message.

      If you have mobile data or data roaming disabled, you may experience issues with calling or texting. See Check Network Settings or Check Network Settings (KitKat) for instructions on making sure mobile data and roaming data are enabled.

      Note: Data roaming is only available on Republic 2.0 Plans.

    • Picture Messages (MMS)
      Unlike with text messages (SMS), you need a data connection (WiFi or 3G/4G) to receive picture messages (MMS).


      If you have mobile data or data roaming disabled, you may experience issues with texting. See Check Network Settings (KitKat) or Check Network Settings for instructions on making sure mobile data and roaming data are enabled.

      The Republic notification may say Cell SMS if data is insufficient for MMS. If this is the case, you will not be able to receive MMS messages.

      Note: Data roaming is only available on Republic 2.0 Plans. 

  • Provider not supported
    Some providers don't support MMS with Republic yet. At this time, you'll be unable to send or receive MMS messages (this includes group SMS) with Cellcom, Ting, Net10, SafeLink, MetroPCS, and Simple Mobile. Only MMS is affected, regular text messages (SMS) work fine.

 

  • Time change on phone
    If you have changed your time (not time zone) manually on the phone, outbound MMS messages will not send.

 


 

Other Issues

  • Delayed delivery of text messages (SMS)
    If your phone is off or not connected to any data or cell source, any messages sent during this time will not be received until the next time you connect to
    cell. When you are not connected to data over cell or WiFi, we relay the text message(s) over the cell network. Once we send it to our CDMA or GSM provider, they only deliver it when you're connected to their (or their roaming partner's) towers.

    In cases where members live in roaming areas or are traveling internationally, they will receive all messages sent while off the network once they get back on the cell network.

 

  • Delayed delivery of picture message (MMS)
    Picture messages are usually delayed because they take time to upload and pass through provider networks. Some providers require us to compress or adjust media before sending or after receiving the message. Because of this, we cannot guarantee timely MMS delivery.

 

  • Messages received out of order
    This is common when SMS messages longer than 160 characters are sent. The sending provider breaks up the message into pieces, and many providers do not send the message number along with these pieces to allow messages to be placed back in order. Because of this, we cannot guarantee that messages will be displayed in the order they were sent.

 

  • Duplicate messages
    Duplicate messages are usually related to the quality of the cell network available at the time messages are sent. If the message is sent over WiFi and does not acknowledge receipt, the phone will then send the message over cell through our CMDA or GSM provider, even though the message did send initially. This would cause a duplicate message. This can be a result of messages being sent while you are roaming.

 

  • Responses to a group message (MMS) appears outside of the group
    Group messages are sent as MMS. Sometimes individual responses in a group message do not appear in the group. This happens when the provider sending the message sends it as a standard SMS with no message indicator. This will happen from time to time, however, if this happens all the time and can be repeated, please contact Republic Help.

 

  • Text messages sent over cell show a phone number that is different than your regular Republic Wireless phone number

    • For Republic 3.0 Phones
    • This will occur if you're not using Android Messages or Republic Anywhere. Some phones may not come with Android Messages, and you'll need to install the app and set it as your default messaging app. While other messaging apps may work, we'll only provide support for messaging using Android Messages or Republic Anywhere.

      Note: The Moto X Pure, and all Samsung phones require the installation and configuration of Android Messages or Republic Anywhere

    • For Republic 1.0 and 2.0 phones (Moto E (1st and 2nd Gen.), Moto G (1st and 3rd Gen.), Moto X (1st and 2nd Gen.))
      This is caused by issues with the Republic Wireless app. See the Troubleshooting section of Republic Wireless 2.0 App for possible fixes.

  • Text messages fail to send and you receive a text back from yourself
    This is caused by issues with the Republic Wireless app. See Republic Wireless App: Overview

  


 

Things to Try on Your Own

 

  1. Make sure you are using the latest version of the Republic Wireless app
    See How to Update Your Republic Wireless App


  2. Make sure mobile data and data roaming are enabled.
    If you have mobile data or data roaming disabled, you may experience issues with texting. See Check Network Settings  or Check Network Settings (KitKat) for instructions on making sure mobile data and roaming data are enabled.

    Note: Data roaming is only available on Republic 2.0 Plans.

  3. Clear out all old messages from the Messaging or Messages app
     
    • Instructions for Republic 3.0 Phones  only
      1. Tap 1.png Messages from the app drawer.
      2. Press and hold a message until a checkmark appears on the left side.
      3. Tap any messages that are listed on the screen. 
      4. Tap the 2.png trashcan icon.
      5. Tap DELETE.
      6. Restart your phone.


    • Instructions for Republic 1.0 and 2.0 phones only (Moto E (1st and 2nd Gen.), Moto G (1st and 3rd Gen.), and Moto X (1st and 2nd Gen.))
      1. Tap 3.png Apps.
      2. Tap the 4.png Messaging icon.
      3. Tap the 5.png three vertical dots.
      4. Tap Delete all threads.
      5. Tap Delete.
      6. Restart your phone.


  4. Reset Republic Wireless app settings

    Note:
    Make sure your phone is connected to WiFi
    1. Tap the 6.png Phone icon.
    2. If your phone's dialer is not shown, tap the 7.png Dialer icon.
    3. Dial *#*#8647#*#*
      • For Samsung phones only, tap the 8.png Green Phone icon.
    4. The dialer will disappear. If an activation screen appears, wait for the process to finish, then tap GREAT THANKS!.
    5. The Republic Wireless notification icon may disappear briefly then reappear. If the icon does not reappear after one minute, Restart your phone.


  5. Clear the Messaging app's data
     
    • Instructions for Republic 3.0 Phones only
      1. Tap 9.png Settings from the app drawer.
      2. Tap Apps or Applications.
        • For Samsung phones only, tap Application manager.
      3. Tap Messages.
      4. Tap Storage.
      5. Tap CLEAR DATA.
      6. Tap OK or DELETE.

        Note: This will not erase any messages from your phone.

      7. Restart your phone.


    • Instructions for Republic 1.0 and 2.0 phones only (Moto E (1st and 2nd Gen.), Moto G (1st and 3rd Gen.), and Moto X (1st and 2nd Gen.))
      1. Tap 10.pngApps.
      2. Tap 11.png Settings.
      3. Tap Apps.
      4. Swipe from right to left to the ALL list.
      5. Tap Messaging.
      6. Tap Clear data.
      7. Tap OK.

        Note: This will not erase any messages from your timeline.

      8. Restart your phone.

  6. Retry sending or receiving messages.

 


 

Republic 3.0 Phones: The following info refers to Republic Wireless 3.0 Phones only.


  1. Ensure that Android Messages is set as the default messaging application.
    1. Tap 12.png Messages from the app drawer.

      Note: If the app isn't installed, go to the Google Play Store and install it.
    2. Tap the 13.png three vertical dots in the top right corner.
    3. Tap Settings.
    4. Under "Default SMS app", ensure that it says, Messages. If not, tap Default SMS app.
    5. Tap YES.


  2. Clear Archived messages in the Messages app.
    1. Tap 14.png Messages from the app drawer.
    2. Tap the 15.png three vertical dots in the top right corner.
    3. Tap Archived.
    4. Press and hold a message until a checkmark appears on the left side.
    5. Tap any messages that are listed on the screen.
    6. Tap the 16.png trash can icon.
    7. Tap DELETE.
    8. Restart your phone.

 


Open a Help Ticket

If the above info didn't solve your issue, you can open a ticket with Republic Help. When opening a ticket, be sure to include the following info:

 

  • What is the specific issue you are having?
  • Which of your phones is having the issue?
  • What steps have you tried to fix it?
  • Does this issue happen rarely, sometimes, most of the time, or always?
  • What number are you using to send the message and what phone number are you sending the message to?

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