Why is my kid not able to send a message

Carlosestevez
Carlosestevez Member Posts: 2
in Gabb phones

I just got my kid a Gabb phone pro and it was working fine until it stopped working and kept saying "failed to send" when my kid tries to send a message. We have tried to reset the phone but it keeps saying it and we have a sim card in it too.

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Answers

  • Reagan Kowal - Gabb
    Reagan Kowal - Gabb Administrator, Moderator Posts: 787 Admin
    edited March 27

    Hi @Carlosestevez,

    Sorry to hear you are experiencing some trouble with texting on your Gabb Phone 3 Pro. Here are some troubleshooting steps to try to get it up and working again:

    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. Network Reset with Customer Support:
      1. Ask a Customer Support agent to help troubleshoot this 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

    We can see that Customer Support has contacted you to troubleshoot this with you. Please respond to them at your earliest convenience to get this resolved. Thank you!

    -Reagan

  • Snguyen
    Snguyen Member Posts: 4

    @Carlosestevez how did you fix this issue? We are currently having the same issue and the technical support team has run troubleshooting with us several times now and can’t figure it out.

  • Snguyen
    Snguyen Member Posts: 4

    @ReaganKowal

  • Reagan Kowal - Gabb
    Reagan Kowal - Gabb Administrator, Moderator Posts: 787 Admin

    Hi @Snguyen,

    Thank you for your comment on this post. Apologies for any trouble or frustration you have experienced with this bug. It's great to see that you were able to contact Customer Support again and get a new SIM card sent out to you after the troubleshooting did not resolve the issue.

    Thank you for continuing to work with our team to help make this right!

    -Reagan

  • Snguyen
    Snguyen Member Posts: 4

    @Reagan Kowal - Gabb

    The issue has not been resolved. We prefer not to have a new SIM card sent and they are still working on trouble shooting. I have been back and forth with the Gabb specialists since last week.

  • Snguyen
    Snguyen Member Posts: 4

    @Reagan Kowal - Gabb

  • Reagan Kowal - Gabb
    Reagan Kowal - Gabb Administrator, Moderator Posts: 787 Admin

    @Snguyen,

    Thank you for your response. We understand that the issue has not yet been resolved as further troubleshooting is needed to find the cause of the error. Receiving a new SIM card is one of the necessary troubleshooting steps in this process. Rest assured, you are in great hands with our Customer Support team!

    -Reagan

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