iOS: Troubleshooting Messages

Products Affected

iPad, iPhone, iPod touch

Symptoms

This article outlines how to troubleshoot issues with the Messages application on iOS devices.

Resolution

If you can't send or receive messages

  • Update to the latest iOS Software. For more info, see Backing Up, updating, and restoring your iPhone and iPod touch software.
  • If you are trying to send a message to multiple recipients and you type in each contact manually instead of using the contacts list, make sure you tap return instead of space to separate each one.
  • Power off your device, then turn it back on. Press and hold the Sleep/Wake button until the red slider appears. Slide your finger across the slider to turn off your device. To turn back on, press and hold the Sleep/Wake until the Apple logo appears then try to send your message again.

The following table shows the requirements and capabilities of Messages on iOS.

SMS iPhone 1.0 and later Cellular Phone number Text only
MMS iPhone 3G and later 3.1 and later Cellular data Phone number Text, audio1, photos, and video
iMessage iPhone, iPad, or iPod touch 5.0 and later Cellular data or Wi-Fi Phone number or email address Text, audio1, photos, and video

 

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If you still can't send or receive SMS or MMS messages

  1. See the iPhone Troubleshooting Assistant.
  2. Verify that every phone number in your contacts list includes an area code.
  3. When sending to existing contacts, ensure that your contacts include the full phone number, and not just the information needed to dial locally.
  4. If you have recently ported your number from another carrier, please contact your current carrier to verify that the porting process has completed successfully.

If you still can't send or receive MMS messages

  1. To send and receive MMS messages on your iPhone, verify that your wireless carrier supports MMS2.
  2. Ensure that MMS Messaging is turned on in Settings > Messages.
  3. Verify that your phone is able to access cellular data.
    • Some carriers allow you to edit your APN (Access Point Name), which may prevent MMS from working.
    • If you are roaming outside your calling area, make sure you have Data Roaming turned on in Settings > General > Network to send or receive MMS content.
    • While on a phone call, you will be unable to send or receive MMS messages when using an EDGE, GPRS, or any CDMA cellular data network. After the phone call ends, you will receive any incoming messages. If you tried to send an MMS message, you may need to send it again.
  4. If the issue persists and your wireless carrier has confirmed that your wireless account is provisioned2 for MMS, restore the iPhone.

If you still can't send or receive iMessages

  1. To send and receive iMessages, your device must have a valid cellular or Wi-Fi data connection.
  2. Ensure that iMessage is turned on in Settings > Messages.
  3. iMessage registration validates your Apple ID for use with iMessage. If you are unable to activate iMessage, try the following:
    • Sign in to iMessage on your device using a valid Apple ID. After you validate the email address for use with iMessage, other iMessage users can connect to you using that email address. If you encounter issues registering or using an Apple ID account:
      • Ensure you have an active Internet connection.
      • Verify that you are using a valid Apple ID at myinfo.apple.com. You can also create an Apple ID or reset your password from this webpage.
      • Ensure that your date, time, and time zone are set correctly. If your country has recently made a daylight saving time (DST) change, it may be necessary to manually set the time zone to one that matches your local time.
      • Check that your email address is verified in Settings > Messages > Receive At.
        • If Settings > Messages > Receive At shows your email status as "verifying," follow the instructions in the verification email that was sent to complete the process.
        • Toggle iMessage off and on in Settings > Messages.
    • iPhone automatically registers your phone number for use with iMessage during activation. If you encounter issues activating or using iMessage with your phone number:
      • Verify that you are connected to a cellular network.
      • Toggle iMessage off and on in Settings > Messages.
      • If you are unable to activate iMessage on a device after remote wiping it, wait at least 24 hours and try again.
  4. If iMessage is unavailable either on the sending or receiving device, SMS will be used. You can turn this on or off in Settings > Messages > Send As SMS. Carrier messaging rates may apply.
  5. If recipients are not receiving iMessages from your correct address, verify that the Caller ID is correct in Settings > Messages > Receive At > Caller ID.

 

Additional Information

  • If SMS or MMS messages you send are not displayed correctly on other devices, see this article.
  • If you receive a message that your mailbox is almost full in the Messages application, ensure that you are using the latest version of iOS. If you continue to receive the prompt, delete some messages. You can delete a conversation by swiping left or right over a conversation and tapping Delete. For other ways to delete a conversation, see the User's Guide.
  • If you plan on transferring your SIM card or phone number from an iPhone to a device that does not support iMessage, turn off iMessage in Settings > Messages first. If you do not, other iOS devices may continue to try to send a message using iMessage first, instead only using SMS or MMS.
  • If you have recently received or placed a call and cellular data is not available, your iMessage may not send immediately. When prompted, you can choose to send the message as SMS.

Notes:

  1. Audio content, while viewable in the Messages application, cannot be saved outside the application.
  2. If your iPhone meets the system requirements, your wireless account may still need to be provisioned to send and receive MMS messages. Many carriers will automatically provision your wireless account for MMS when you first send an MMS message. Other carriers will provision customers' wireless accounts for MMS automatically in large groups at different times. If necessary, check with your carrier to confirm that you are provisioned to send or receive MMS messages.
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