Visual Voicemail Suddenly Missing

Symptoms

  • Voicemail tab is missing in the Phone app
  • Notifications for voicemails continue to show up

Environment

  • Motorola 3.0 phones on Android 9.0 Pie or Android 10
  • Google Pixel phones

Resolution

Follow the instructions given for your phone model, below. If you're not sure what year your Motorola phone was made, follow the steps for the 2021 Motorola Phones.

My phone is a Google Pixel or 2021 Motorola

Determine if your phone is active on GSM or CDMA

My phone is active on GSM
  1. Open the Phone app
  2. Tap the three-dot menu iconat top right
  3. Tap Settings
  4. Tap Voicemail
  5. Move the Visual voicemail slider to the right
    Note:If you don't see a visual voicemail slider, follow the steps for the phones on CDMA

Note: You’ll see a persistent warning that Visual Voicemail is “activating” but this warning message can be safely ignored

My phone is active on CDMA
  1. Open the Play Store app on the affected phone
  2. Tap the 3-horizontal-bar menu button at the top left
    Note: If there is no three-bar menu, tap your profile image
  3. Tap My apps & games
  4. Tap the Installed tab
  5. Tap Phone by Google in this list
  6. Tap Uninstall
    Note: For Pixel and Motorola phones, this step will not uninstall the Phone app, but will uninstall updates to the app
  7. Tap Uninstall when asked to confirm
  8. Tap the 3-vertical-dot button at the top right
  9. Uncheck Enable auto update
My phone is a 2020 or prior Motorola
  1. Open the Play Store app on the affected phone
  2. Tap the 3-horizontal-bar menu button at the top left
    Note: If there is no three-bar menu, tap your profile image
  3. Tap My apps & games
  4. Tap the Installed tab
  5. Tap Phone by Google in this list
  6. Tap Uninstall
    Note: For Motorola phones, this step will not uninstall the Phone app, but will uninstall updates to the app
  7. Tap Uninstall when asked to confirm
  8. Tap the 3-vertical-dot button at the top right
  9. Uncheck Enable auto update

Additional Notes

  • We will update this article when a permanent solution is in place
  • Voicemail is saved to our servers, so these steps do not erase your voicemail
  • To bypass Visual Voicemail and dial in to listen to voicemail see How to Access Your Voicemail

Article Created From

  • 2077031

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