Activating upgrade to Gabb Phone 4
My son had a previous Gabb phone that was lost. We upgraded to the Gabb Phone 4 and now I can't activate it. It says the QR code is invalid, when I put in the IMEI number manually it says I need a plan but when I go to my app and dashboard it says I already have a plan. It basically keeps going around in circles. We don't have his old phone to pull the SIM card so not sure if that's part of the issue? When I unassign his old phone from his account, then try to assign a new device it only shows me his old phone as an option. What am I missing?
Answers
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Hello @hamfam08,
Thank you for this post! We're sorry to hear about the trouble you're having when activating your new Gabb Phone 4. That sounds like a frustration experience and would love to help!
After successfully activating your new
upgradeorreplacementdevice through gabb.com/activate, you will want to pair your new upgraded/replacement device to your MyGabb app. When attempting to pair immediately after activation, you and others may receive the "Error when checking for plan" error notification. If you are receiving this error, please follow these troubleshooting steps:- Close out the MyGabb app on your parent smartphone and Gabb Phone
- Wait one hour
- Restart the Gabb Phone by powering it off for 30 seconds
- Open the MyGabb app on your parent phone and Gabb Phone
- Pair to the Gabb Phone
We're actively working on resolving that error message that some customers have reported. We apologize to any customers who have seen this error when pairing their new upgrade or replacement Gabb device when pairing with the MyGabb app.
-Gabb Product Team
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