Not receiving messages

Mrspatrick530

My son just got a phone (the 3) and he is only receive text messages from me. He can send messages, but no one else can l text him. Support has tried several different things and now they are sending a new SIM card. Is anyone else having this issue?

ReaganKowal

Hello @Mrspatrick530,

It's great to hear that you were able to troubleshoot with our Customers Support for the trouble you are experiencing on your Gabb Phone 3 Pro. Apologize for any frustration this has caused. The following troubleshooting steps are a great way to start troubleshooting this error:

1. Update Firmware and Software on the Gabb Phone 3 Pro:
   1. Navigate to the Knox E Fota app and check for updates
   2. Google Play Store app and tap the circle in the top right > Manage Apps and Devices > The second line should say "All apps up to date" or "Download/install updates."
2. Reset Network Settings on Gabb Phone 3 Pro:
   1. Settings > General Management > Reset > Reset network settings
3. SIM card reset:
   1. Turn off the device > Remove the SIM card > Turn the phone on (without the SIM card inserted) > Wait for the error message > Turn the phone back off > Reinsert the SIM card > Power back on > Wait 5 minutes and then retest
4. Network Reset with Customer Support:
   1. Ask a Customer Support agent to help troubleshoot the GPS Location error through a Network Reset
   2. Contact Customer Support by Live 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

When the device continues to experience the same error after the above troubleshooting steps, replacing the SIM card is the next troubleshooting step to follow. **Note that the new SIM card does not deliver activated.

To activate the new SIM card:

• Log into your MyAccount > Dashboard > Child accounts > View Details > Activate device > Follow Prompts

Hope this help!

-Reagan

mth1987

i had a similar problem, what we found out is that unless a number is stored as a contact text messages will not come through. per gabb software design.

ReaganKowal

Thank you, @mth1987!

You're correct, for many situations a number must be added as a contact to be able to communicate with a Gabb device. This is true for our Gabb Watches - numbers must be added as an approved contact via the parent MyGabb App to be able to communicate with the watch.

For Gabb phones, parent can create an approved contact list using the Gabb Messenger Parent app. If this feature is enabled, only contacts that are approved can text the Gabb device. You can check out more information and instructions of Gabb Messenger here.

-Reagan