Cannot send or receive photos

InDeed
InDeed Member Posts: 2
in Gabb phones

Hello,


I recently replaced my son’s Gabb Pro 3 for another 3. I’ve activated it, logged in under his ID, and synced his phone with Parents Messenger, Gabb app, etc. Everything is up and running.

That said, since he’s gotten his new phone he has neither been able to send nor receive images, gifs, videos, etc. but could last week on his original phone. I checked the controls on the parent messenger app and have reached the limit of what I can do on that app. It doesn’t matter who try’s to send to him, or who he sends to, no pictures or videos work.


help!

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Comments

  • ReaganKowal
    ReaganKowal Administrator, Moderator Posts: 731 Admin

    Hello @InDeed,

    Sorry to hear you are having trouble with the photo and video messaging (MMS messaging) on your Gabb Phone 3 Pro. Here are a few troubleshooting steps to start with to help resolve this error:

    1. Ensure that Photo Messaging (MMS) is enabled on your plan:
      1. Log into your MyAccount at Gabb.com
      2. Scroll to the line and look under Plan Details
      3. Make sure your plan is a Standard or Advanced plan type as they support MMS (group/image texting). Our Starter plan does not support this functionally.
    2. Reset the Gabb Phone 3 Pro:
      1. Settings App > General Management > Reset > RESET NETWORK SETTINGS
    3. Resets with Customer Support:
      1. Our Customer Support can be contacted by chat on www.gabb.com, or by phone at 385.235.6646 Monday-Friday from 7:00 a.m-6:30 p.m., MT or Saturday from 7:00 a.m.-3:00 p.m. MT.
      2. Any further Customer Support information can be found on our website under Contact Us.

    It looks like our Customer Support has reached out to help troubleshoot this with you. Thank you for working with our team to get this resolved!

    -Reagan

  • WJS
    WJS Member Posts: 1

    Recently bought my daughter a gabb ohone 4 with the standard plan, which is supposed to include image and group texting. After hours on the phone with support, a swapped SIM card, and now a completely new gabb phone 4 sent to me, the problem is not resolved and she is still unable to send or receive pictures in her gabb messenger. This is getting extremely frustrating, is anyone else having this issue?

    We’ve tried all the obvious resets, factory resets, syncing settings, etc… I’m out of ideas and ready to cancel my account.

  • MacLean09
    MacLean09 Member Posts: 1

    I’m having the same issue on the Gabb 4 we just got. I’ve done the resets and still can’t send pics. Image shows as outgoing but just spins and doesn’t send.

    Also, his friends can’t download the messenger app as it says we need to approve them. Not sure how since we sent the request. Confused,

  • KatieJ
    KatieJ Member Posts: 1

    I have sat on the phone with customer support many times now, done all the troubleshooting they say they can do and our phone still will not send or receive picture messages. I am now being told that there is nothing more they can do as it is a known issue and they "are working on it". I feel a little uneasy about this and not sure why I wasn't initially told this if it's true. Any insight on the picture message issue with Gabb Phone 4? I have had a few other issues with it right out of the box and this is really starting to get discouraging.

  • andreakristeen
    andreakristeen Member Posts: 1

    We are having the same issue. Just got the Gabb Phone 4 for my daughter and she can't send or receive pictures even though MMS is activated and we specifically paid for the plan that does group texting and images. Images she tries to send just spin and spin and fail. Images she tries to receive come in as "Download failed." Has anyone figured this out? I don't really want to spend hours on the phone if it's a known problem. Would rather just return the phone. Which is very disappointing!

  • GrantS
    GrantS Member Posts: 1

    I’m having the same problems mentioned here. I came here looking for a solution, and it sounds like this is still an on going issue. Any updates?

  • Asado
    Asado Member Posts: 1

    Same issue here!!!

  • Bmac
    Bmac Member Posts: 1

    Sounds like this still needs a resolution. Got 2 phones doing this same thing just activated this weekend.

  • DPick10
    DPick10 Member Posts: 3

    We have had the same issue for 2.5 weeks. At one point on my first chat they did "fix" it but then images stopped working again. I've tried everything.. it seems really silly to roll out a new phone when the software isn't ready. I can't tell if I'm happy or more upset that this is a widespread issue and not just me. I've tried Reagan's troubleshoot many many times.. never works. This "upgrade" to the 4 has defeated the purpose of even having this phone. Hope it gets fixed soon 😔

  • joshelly
    joshelly Member Posts: 1

    Also having the same problem, Standard Plan, Gabb Phone 4. We need direct communication from Gabb or this is a deal breaker obviously.

  • megan_atkins3
    megan_atkins3 Member Posts: 1

    I am in the same boat with everyone here. Just started setting up my son’s Gabb 4 and having the same issue trying to send or receive photos. Really need someone from Gabb to reply to this thread and update all of us on a feature that I know is a main reason why we are all paying for the more advanced plan. I’m starting to wonder why I just didn’t cave for an iPhone with all the parental controls. Gabb needs to update or start refunding the difference of the advance versus standard plan from the date the issue started until present for the false functionality.

  • KaylaAlex1
    KaylaAlex1 Member Posts: 1

    I just got a Gabb phone 4 for my daughter’s birthday today. Gave it to her yesterday. Had a heck of a time setting it up to begin with (had to contact customer support). Now, I’m having the same issue of not being able to receive and send photos. Defiantly need a resolution here. I signed a contract for the middle plan specifically for the photos.

  • brjolley
    brjolley Member Posts: 1

    Same exact problem on a new Gabb phone 4. It's nice to know we aren't alone in this issue, but super frustrating that this is happening. Especially when they make you pay extra for this specific feature.

  • Dash
    Dash Member Posts: 1

    I see a lot of problems with the photo sending and receiving on the Gabb 4 phone but I don’t see any one that had had their phone fixed. I bought a new Gabb 4 on Dec 12, 2024 and it has never received or sent a picture. Several “chats” online and several phone calls to customer service and it still doesn’t work. A very nice lady said it is GABB’s highest priority and only recently have been aware that it is a real problem. We have the advance plan and we should be able to have this function work. Seems like false advertising at worst and not taking it as seriously as they should at least. They do give me credits of $10.00 a couple of time, which is nice.
    Makes me wonder why they make newer models when the 4 doesn’t work. Dash

  • Grandmadeb
    Grandmadeb Member Posts: 3

    I have the same issue

  • Grandmadeb
    Grandmadeb Member Posts: 3

    yep! I have the same problem.

  • Sparky
    Sparky Member Posts: 1

    It is a know problem with the gabb 4 phone, according to customer service. They have no idea what is causing the issue and have no idea how long it will take to figure it out and get fixed. As of this post, I have been having the issue for a week. Hey, they will give you a $20 credit though! Sure am glad I took the no contract plan.

  • Bradley904
    Bradley904 Member Posts: 2

    Same issue. Hopefully there will be a resolution soon as this is the reason we opted for this device/plan. @gabbwireless

  • Bradley904
    Bradley904 Member Posts: 2

    Same issue 😣 @ReaganKowal

  • LauraV_93
    LauraV_93 Member Posts: 1

    my son just got his gabb 4 and like everyone else is having the same issue with the pictures not being able to be seen or sent.

  • Yadio1
    Yadio1 Member Posts: 1

    Thinking of switching back to competitors because of this. Tried all the trouble shooting suggestions. Still unable to send or receive pictures. Super frustrating.

  • Mthom
    Mthom Member Posts: 2

  • Mthom
    Mthom Member Posts: 2

    we have the exact same problem. Unable to send or receive photos on brand new Gabb 4.. parent is not able to add any apps and Gabb music doesn’t work even though it’s being paid for.

  • Melissa711
    Melissa711 Member Posts: 3

    Same problem! One thread said turn airplane mode on with wifi and my daughter can send/receive images that way but not a permanent solution!!

  • EWalk
    EWalk Member Posts: 2

    Same issue here. Melissa711 thanks for the tip about turning on airplane mode and using WiFi…that does work so at least my son can send some pics but definitely not a permanent fix.

    Would love an update from the Gabb folks…?

  • Chelsea2018
    Chelsea2018 Member Posts: 1

    This is so frustrating. My daughter also can’t send or receive pictures and can’t group text as well. I feel so foolish for not researching enough to learn of this widespread issue before purchasing. I called support today and it said there was a three hour wait and that I could use a call back feature. Did the call back steps and never received a call back. I will be switching to bark. Such a let down at Christmas.

  • Hdaniels
    Hdaniels Member Posts: 1

    I’m getting irritated that I CAN NOT figure this out.
    why can’t my child video call or get pictures from anyone? We’ve all downloaded the app and I just do not get it. And I haven’t been able to get anyone on the phone to be able to help.

  • Jazmom
    Jazmom Member Posts: 1

    Hi, same issue here. Is GABB going to update us on this issue? Credit us because we are paying for something that is obviously not working?

  • Slhendrix
    Slhendrix Member Posts: 1

    Got the gabb phone 4 for my daughter for Christmas. Just did the above reset and still cannot send/receive images? Is this still ongoing? Is it better to move to a 4 Pro?

  • MouseTrap
    MouseTrap Member Posts: 1

    Same issue here. No response from gab. I'm so happy with this concept but less than pleased with the phone itself.

  • MrMarjomaa
    MrMarjomaa Member Posts: 1

    Any updates regarding this. I've had my child's phone on airplane mode to get images to work. that will only work for a few more days before they have to go back to school.

    And airplane mode is glitching out the GPS. I'm getting alerts that they have left the boundary when they haven't left the house.

  • SarahM
    SarahM Member Posts: 1

    Same issue. Gabb 4 phone won't receive or send images. May call it quits after a week. It's tracker is off by like by 20 mins as well.

  • Jezikah4
    Jezikah4 Member Posts: 2

    I chatted yesterday with a Gabb team member and no solution yet per them but they know of the situation is what I was told. Also no timeline on fix.

  • Mamalew
    Mamalew Member Posts: 1

    We bought the Gabb4 for our daughter for Christmas, and have had this problem as well. I spent over an hour on the phone with a tech guy on Monday, it sure didn't seem he had any idea this was an ongoing problem. He said someone else was going to call me back, which never happened. I called again this morning, got the same guy, this time it took him far less time to tell me it must be a glitch in their system and he would credit us $20 while they work on the problem. Super frustrating!

  • Ab_Gabb4
    Ab_Gabb4 Member Posts: 1

    New Gabb Phone 4 user here - gifted to my son for Christmas, his first phone. Right away realized he couldn’t send or receive photos. It is infuriating. His friends send images and he can’t see any of them. I pay for the Advanced plan, all settings are correct. I am flabbergasted that this is such a rampant issue (ubiquitous, it looks like) and there is ZERO communication and no solutions offered by the company. I would have expected at least a form email to users highlighting the issue and that they’re working on it. Having to “research” the problem - after spending hours trying to figure out my (non existent) user error - makes me so much more ticked off. Gabb - address this issue!!

  • ChristineM
    ChristineM Member Posts: 2

    Just figuring out this is an issue and I bought 2 phones for Christmas for my kids. I have absolutely loved the safety and autonomy that Gabb gives us but this is not cool at all. Please get this fixed ASAP. Communicate honestly that you know its an issue and some kind of timeline.

  • ChristineM
    ChristineM Member Posts: 2

  • pattymayonnaise
    pattymayonnaise Member Posts: 1

    Same issue, is there a known timeline please?

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