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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I go to the MyGabb app on my phone, it says welcome, I click on the hamburger icon in the top right corner, then i click add device, then I click it again, I click on all other devices when it asks what type of device are you pairing? Then I add his name, birthday, and gender, then I click next, then scan QR code. I go to the MyGabb app on my son's phone. I click Show QR code, it says "Failed to get Activation code" with an option to try again below it. I click that and it doesn't work. So instead, i enter the IMEI code in the option below scan. I click next and it brings up a Time to select a plan page, which I already did. I click check again, it does nothing. I go to the link that it provides and scan the box. It says " Your service is already active, You need the MyGabb app on a parent phone to set up the Gabb Phone 4. So I go back to the app and click check again. doesn't do anything. I click activate device and it brings me to a page that says, activate service for a new device, you will need to purchase a phone plan and activate it on your new device. It says " Your service is already active, You need the MyGabb app on a parent phone to set up the Gabb Phone 4. BUT THAT WAS ON THE APP, so it brings me to the app store and i click on open MyGabb, and It brings me back to the EXACT SAME PAGE, THIS IS SO FRUSTRATING. it is a continuous loop. I tried the solution to the problem similar to this. I closed both apps for an hour, i powered it off for 30 seconds, and i turned it back on and the EXACT SAME THING HAPPENED. THIS FRUSTRATES ME SOOOO MUCH. I just want to activate my son's device. Very complicated and very annoying
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Hi @Csanders,
So sorry to hear about this experience. Your post was merged into this one as others have experienced a similar situation and troubleshooting steps have been posted.
Hope this helps!
-Reagan
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