
Is your phone acting a little strange or not working properly? You may be experiencing one of the following issues: overheating, glitching or freezing, app or phone crashing, Bluetooth connectivity issues, or slowing. Try these quick fixes to get back on track.

## 1. Restart your phone
This simple step might just be the answer to your woes. To restart your phone, search __Restart__ in your phone’s [interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting) for step-by-step help.

## 2. Reset your phone to factory settings
Sometimes resetting your phone to factory settings can solve your problem. To reset your phone, search __Reset__ in your phone’s interactive tutorials for step-by-step help.

__FYI:__ Resetting your phone to factory settings will delete all personal data from your phone. Make sure to back up all photos, videos and data before you do this. Search __Back up__ in your phone’s interactive tutorials for step-by-step help.

## 3. Update your phone’s software
Sometimes new software updates and features for your phone are released to help fix known issues. Search __Update__ in your phone’s interactive tutorials for step-by-step help.

   __FYI:__ Just to be safe, back up all your photos, videos and data before updating your software. Sometimes updating errors can lead to a loss of personal data. Search __Back up__ in your phone’s interactive tutorials for step-by-step help.

## 4. Remove the SIM card
This one is quick and simple. Make sure your phone is off before removing and reinserting its SIM card. Search __SIM card__ in your phone’s interactive tutorials for step-by-step help.

## 5. Remove your phone’s battery
Some phones have removable batteries. Sometimes removing and reinserting the battery can fix certain issues. Just make sure your phone is off before you do this.

## 6. Make a payment arrangement

You might be having issues with your phone because your Koodo account is suspended or on hold because of an overdue bill or because your phone was reported as lost or stolen.

If your account was suspended because of a past-due bill, you can make a payment arrangement, which will restore your services. Your services won’t experience any disruption as long as Koodo receives your payments by the agreed-upon dates.

To restore your phone service after reporting your phone lost or stolen, please reach out to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).

---
<br>

- Need extra help? See [our interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting "interactive tutorials") for easy-to-follow visuals.

- If you're unable to receive calls and need to speak to a rep, please send us a private message on [Facebook](https://www.facebook.com/Koodo) or ask our [Koodo Community](https://community.koodomobile.com/).

- If the problem you’re experiencing isn’t addressed on this page, you might find your answer on your phone manufacturer’s website.

<br>

__Related help pages:__ 

- [Repair and warranty options](https://www.koodomobile.com/en/help/warranty-and-repair-policy)
- [Security](https://www.koodomobile.com/en/help/security)

Is your phone acting a little strange? Try these quick fixes at home before coming into a Koodo store.

Help_Landing_PhoneTroubleShooting_ToArticle_Static_Link_May2023

Device troubleshooting

Mobility

Troubleshooting messaging issues

Phone troubleshooting

If you're having trouble receiving text messages or experiencing delays, there could be a few reasons. Check out the troubleshooting tips below to help sort out the issue.

<div class="collapsible">
  <h3> Check coverage and signal strength </h3>
</div>
<div class="content">

Wireless signal strength can vary based on factors like distance from the nearest cell tower and environmental obstacles. If you're experiencing low signal, try moving to an area with better coverage—just keep in mind that concrete, steel buildings, and underground locations can affect reception, especially in elevators and basements. 
  </div>

<div class="collapsible">
  <h3> Make sure that your area is covered by our network </h3>
</div>
<div class="content">

Check our [coverage maps](https://choosehappy.koodomobile.com/network/) to confirm that you’re covered by our network.

  </div>

<div class="collapsible">
  <h3> Try making and receiving calls </h3>
</div>
<div class="content">

Sometimes your phone might lose connection to the network. To reconnect, just make a call to any number—even your own to access voicemail. If the call goes through, your connection should be restored, and you’ll get any undelivered texts in the next 5-10 minutes.

You can also use another phone to call your number to check if you can receive calls.

  </div>

<div class="collapsible">
  <h3> Restart your phone </h3>
</div>
<div class="content"> 

Try restarting your phone to clear up any minor glitches.

Turn your phone off, then back on, and try placing a call.

If your phone has a removable battery, take it out, put it back in, and then power up your phone again.
  </div>

<div class="collapsible">
  <h3> Check the Blocked Number & Spam settings on your phone </h3>
</div>
<div class="content">   

Sometimes, spam filters or blocked numbers can prevent your phone from getting certain text messages. To check your settings, just follow the steps below:

__Common Android settings__

1. Go to the __Messages__ app
2. Select __Menu__
3. Select __Settings__
4. Select __Spam Settings__

or

1. Go to the __Messages__ app
2. Select __Menu__ (3 vertical dots)
3. Select __Blocked contacts__ <br><br>

__Settings in Apple__

1. Select __Settings__
2. Select __Phone__
3. Select __Blocked__

  </div>

<div class="collapsible">
  <h3> Clear your messaging app’s memory </h3>
</div>
<div class="content"> 

If your phone has a long messaging history, it might run into a few glitches. 

__On Apple phones__, deleting some messages and conversations can help with some issues. 

__On Android phones__, you can also clear the messaging application cache (usually found in __Settings > Apps > select the messaging app > select Clear cache__).
  </div>

<div class="collapsible">
  <h3> Deregister your phone number from iMessage </h3>
</div>
<div class="content"> 

If you've switched from an iPhone to a different phone, you might have trouble getting texts from iPhone users, because Apple might still be sending those messages via iMessage. 

To solve this problem, you can deregister your phone number from iMessage. Just follow the instructions on Apple’s [Deregister iMessage page](https://selfsolve.apple.com/deregister-imessage).
  </div>

<div class="collapsible">
  <h3> Troubleshoot issues with picture and video messages </h3>
</div>
<div class="content"> 

If text messages work, but picture and video ones are failing, verify that your data is working by opening a web page.
  </div>

<div class="collapsible">
  <h3> What happens to undelivered text messages </h3>
</div>
<div class="content"> 

The Koodo network will store up to 100 text messages and will try to deliver them for up to 5 days. If the messages aren’t delivered in that period, they’ll be permanently deleted from the network.
  </div>

<br><br>

__Related help pages:__
- [I’m not getting any network service](https://www.koodomobile.com/en/help/im-not-getting-any-network-service)
- __Community:__ [I need to get text message forwarded from broken phone](https://community.koodomobile.com/tips-tricks-troubleshooting-232914/i-need-to-get-text-message-forwarded-from-broken-phone-7812076)
- [Phone troubleshooting](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting)
- [Troubleshoot mobile phone problems when traveling](https://www.koodomobile.com/en/help/troubleshoot-mobile-phone-problems-when-traveling)

Troubleshoot incoming text message problems

Over time, your phone’s battery will start to drain quickly. Here are a few tips to save some battery life.

Before heading over to a Koodo store or [contacting us](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support) for help, try these simple fixes if your battery is draining too quickly. Need extra help? See our [interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting "interactive tutorials") for easy-to-follow visuals.

1. __Restart your phone:__ Believe it or not, this simple step could do the trick. Search Restart in your phone’s interactive tutorials for step-by-step help.
2. __Close your background applications:__ Apps can still run in the background even when you’re not using them. To save your battery life, close them. Search Managing Open Apps in your phone’s interactive tutorials for step-by-step help.
3. __Adjust your screen’s brightness:__ The brightness of your screen really can affect your phone’s battery life. Make sure Auto or Adaptive Brightness is enabled on your phone.
4. __Turn off Wi-Fi and Bluetooth:__ When your Wi-Fi and Bluetooth are turned on, your phone can be constantly searching for a connection, which leads to battery drain. Search Connecting to Wi-Fi and Pairing with a Bluetooth® Device in your phone’s interactive tutorials to find these features.
5. __Manage your battery usage:__ Most phones will give you an idea about how your battery power is being used and sometimes may even give you tips on extending your battery life. Search Managing the Battery in your phone’s interactive tutorials to find this feature.

Is your battery draining fast? Check out our top Koodo tips for making your charge last longer. 

My battery is draining fast

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