Select Your Device
Samsung Galaxy S® 5
Apple® iPhone® 6
Apple® iPhone® 6 Plus
Samsung Galaxy S® 4
Apple® iPhone® 5s
Apple® iPhone® 5c
Apple® iPhone® 5
Samsung Galaxy Note® 4
Apple® iPhone® 4s
LG G3
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DROID MAXX by MOTOROLA
Verizon Ellipsis™ 7
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Apple® iPhone® 4
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Droid Turbo by Motorola
Apple® iPad® 2
DROID RAZR M by MOTOROLA
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DROID ULTRA by MOTOROLA
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HTC One® (M8)
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Verizon Jetpack® 4G LTE Mobile Hotspot MiFi® 5510L
Droid Turbo in Ballistic Nylon
Samsung Network Extender
DROID MINI by MOTOROLA
Ellipsis™ 8
LG G Pad 8.3 LTE
Samsung Galaxy Note® II
Samsung Convoy™ 3
Brigadier™ by Kyocera
Samsung Galaxy S® 4 mini
LG G Vista
LG Extravert™ 2
Galaxy Note® Edge
Samsung Galaxy Core Prime™
Verizon Wireless Home Phone
DROID RAZR MAXX HD by MOTOROLA
Pantech 4G LTE Global USB Modem UML290
HTC One®
Jetpack® MiFi® 6620L
DROID RAZR by MOTOROLA
Nokia Lumia 928
Moto X™ by Motorola
LG Revere® 3
LG Cosmos™ 3
Sony Xperia® Z3v
Casio G'zOne Commando® 4G LTE
DROID DNA by HTC
Samsung Gusto® 3
Moto X™ (2nd Gen.)
Jetpack® 4G LTE Mobile Hotspot MiFi® 4510L
Nokia Lumia 822
Samsung Brightside™
LG Optimus Exceed™ 2
Samsung Galaxy S® III mini
Verizon 4G LTE Broadband Router with Voice
Moto G™ by Motorola
Lucid™3 by LG
Casio G'zOne Commando®
DuraXV
Nokia Lumia Icon
Transpyre™ Prepaid
DROID RAZR MAXX by MOTOROLA
Casio G'zOne Ravine® 2
Samsung Illusion™
DROID RAZR HD by MOTOROLA
Samsung Intensity® III
Verizon Jetpack® 4G LTE Mobile Hotspot MiFi® 4620LE
LG Exalt™
Verizon 4G LTE USB Modem UML295
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HTC One® (M8) for Windows®
DROID 4 by MOTOROLA
LG Cosmos™ 2
Lucid™2 by LG
Samsung Convoy™ 2
BlackBerry® Z10 smartphone
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Verizon Jetpack® 4G LTE Mobile Hotspot 890L
Lucid™ by LG
HTC Desire® 612
HTC One® (M9)
LG Revere®
Samsung Galaxy Stellar™
LG Optimus Zone™ 2
Samsung Galaxy Tab® 4 (10.1)
Samsung Jetpack® 4G LTE Mobile Hotspot SCH-LC11
DROID BIONIC by MOTOROLA
BlackBerry® Bold™ 9930 smartphone
Windows Phone 8X by HTC
Enact™ by LG
LG Optimus Exceed™ Prepaid
Galaxy Nexus by Samsung
LG Revere® 2
G Pad™ 10.1 LTE
Samsung Galaxy™ Stratosphere™ II
G Pad™ 7.0 LTE
Hydro ELITE by KYOCERA
Nexus 6™
iPad® Air 2
LG Cosmos™
HTC One® remix
Verizon 4G LTE USB Modem 551L
LG enV®3
HTC One® max
Apple® iPad® with Wi-Fi and MiFi® 2200 Hotspot
Samsung Galaxy Tab® 2 (7.0)
Apple® iPad® Air™
DROID INCREDIBLE 2 by HTC
Samsung Convoy™
DROID by MOTOROLA
DROID X2 by MOTOROLA
Verizon Jetpack® 4G LTE Mobile Hotspot MiFi® 4620L
Samsung Galaxy Tab® 2 (10.1)
Spectrum™ 2 by LG
Apple® iPad® mini
DROID X by MOTOROLA
Verizon SureResponse®
DROID INCREDIBLE 4G LTE by HTC
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Google Nexus 7
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Luge™ by Motorola Prepaid
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DROID 3 by MOTOROLA
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LG 4G LTE USB Modem VL600
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Moto X™ - Designed by You
Apple® iPad® with Retina display
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DROID CHARGE by SAMSUNG
Pantech Jest™ 2
LG enV®2
Motorola MOTO™ W755
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BlackBerry® Tour™ 9630 smartphone
Verizon MiFi™2200 Intelligent Mobile Hotspot
Samsung ATIV Odyssey™
LG Cosmos™ Touch
BlackBerry® Bold™ 9930 smartphone without camera
Samsung Galaxy Tab®
Motorola XOOM™ 4G LTE
Moto X™ - Designed by You (2nd Generation)
Samsung Galaxy Note® 10.1 2014 Edition
Verizon MiFi™ 2200 Intelligent Mobile Hotspot - OTA
Pantech Marauder™
Motorola RAZR V3m
Delphi Connect with 4G LTE Mobile Hotspot
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Moto E™ Prepaid
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iPad® mini 3
Revolution™ by LG
DROID 2 GLOBAL by MOTOROLA
LG Accolade™
Spectrum™ by LG
LG VX5400
Pantech Hotshot™
HP® Mini 1151NR Netbook
Casio G'zOne Rock™
LG Optimus Zone™
Apple® iPad®
Samsung SCH-u340
Samsung Galaxy Tab® 4
Verizon Fivespot™ Global Ready™ 3G Mobile Hotspot
Samsung Galaxy Tab® (7.7)
BlackBerry® Storm2™ 9550 smartphone Prepaid
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Samsung Reality™
LG Enlighten®
Nokia Lumia 2520
DROID 2 by MOTOROLA
Verizon Wireless USB760 Modem
LG Chocolate® Touch
LG VX8350
BlackBerry® Curve™ 9330 smartphone
Samsung Haven™
Delphi Connect
Verizon Wireless UMW190 Global USB Modem
LG Ally™
Motorola W385
Casio G'zOne Ravine® 2 Non-Camera
BlackBerry® Torch™ 9850 smartphone
Casio G'zOne Boulder®
Verizon Wireless USB720 Modem
Pantech Caper™ Prepaid
Samsung SCH-u410
LG Vortex™
Motorola MOTO™ VU204
DROID PRO by MOTOROLA
LG Dare™
Verizon Wireless UM175 USB Modem
Pantech Crux™
Motorola Adventure™ V750
BlackBerry® Curve™ 8330 smartphone
Sony Xperia® PLAY
Verizon Wireless CDM8975
Verizon Wireless USB760 Modem
Samsung SCH-u430
LG enV®
Verizon Converged VOIP Device
Blackberry Classic Non-Camera
Samsung SCH-a930
BlackBerry® 8830 World Edition smartphone
HTC Trophy™
Verizon Wireless Escapade®
Samsung Zeal™
Lumia 2520 Prepaid
DROID XYBOARD 10.1 by MOTOROLA
Dell™ Vostro™ V13 Laptop
Casio EXILIM
Samsung Rogue™
LG VX5200
BlackBerry® Curve™ 8530 smartphone
Samsung Continuum™
Jest™
BlackBerry® Curve™ 9370 smartphone
DROID Eris by HTC
LG Chocolate® 3
LG VX5300
LG Migosm
Motorola MOTOKRZR K1m
Verizon Wireless V740 ExpressCard
Motorola Entice™
LG Voyager™
Verizon Wireless Adamant™
Verizon Wireless G'zOne Type-S
Samsung Galaxy Camera®
LG VX6100
Motorola W315
Samsung Omnia® II
LG Clout™
Verizon Wireless PC770 2-in-1 Card and ExpressCard®
Samsung Trance™
Verizon Wireless Razzle™
BlackBerry® Pearl™ Flip 8230 smartphone
Verizon Wireless USB727 Modem
Motorola CITRUS™
LG VX8700
LG Glance™
Motorola V325i
Samsung SCH-a850
LG Versa™
Verizon Wireless UM150 USB Modem
Motorola XOOM™
LG VX8100
LG VX3200
Samsung SCH-a950
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Verizon Wireless PC5750 PC Card
Verizon Wireless Salute™
Samsung Gem™
LG VX4500
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Samsung Juke
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LG Chocolate®
Verizon Wireless AirCard® 595U USB Modem
BlackBerry® Curve™ 9310 smartphone
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Samsung SCH-u540
Samsung SCH-u550
Motorola V325
LG VX8600
Nokia 6205
Nokia 7205 Intrigue™
Motorola MOTO Q™ 9c
HP® Pavilion dm1-3010nr Notebook
Motorola MOTO™ Z6c World Edition
Gateway® LT2016u Netbook
Samsung SCH-a650
LG VX3100
Samsung Alias™
Samsung SCH-a870
LG VX9400
Verizon AD3700 Global USB Modem
Verizon Wireless CDM8950
HTC Apache XV6700
Motorola E815
LG VX3300
Kyocera 7135 Smartphone
Kyocera KWC 2325
LG VX4650
Motorola RAZR V3c
Samsung Renown™
Pantech PN-210
Samsung Sway™
SCH-u410 Prepaid
HP® Mini 311-1037NR Netbook
Nokia 7705 Twist™
LG Chocolate®
Compaq® Mini CQ10-688nr Netbook
Nokia 6315i
Verizon Wireless AirCard® 595
LG VX3450
Nokia 2705 Shade™ Non-Camera
Motorola DEVOUR™ with MOTOBLUR™
Samsung SCH-i760
DROID R2D2 by MOTOROLA
Pantech PN-215
Sharp KIN™ ONE
Samsung SCH-u620
G'zOne Boulder™ Black and Silver
Samsung SCH-a670
Kyocera K323
Motorola Krave™ ZN4
HP® Mini 210-1076NR Netbook
HP® Mini 110-3098NR Netbook
Motorola V60s
HTC® Ozone™ with TALKS™ for Verizon Wireless
Verizon Wireless USB1000 Global USB Modem
LG Decoy®
LG VENUS™
Pantech PN-820
Motorola Q™
LG VX4600
LG VX6000
Nokia 3589i
Nokia 6215i
Nokia 6015i Prepaid
Verizon Wireless U630 PC Card
Motorola MOTORAZR maxx Ve
Verizon Wireless PN-300
Kyocera KPC650
Kyocera KX1v
Motorola MOTORIZR Z6tv
Sierra Wireless AirCard® 580
Kyocera KX414
Sierra Wireless AirCard® 555D
Verizon Wireless Blitz® Prepaid
Samsung Omnia®
HTC Touch Pro™
Nokia 2605 Mirage
Verizon Wireless XV6600 without Camera
Verizon Wireless G'zOne Type-S Push to Talk without Camera
Verizon Wireless V640
Sharp KIN™ TWOm
HTC Merge®
LG V
Motorola MOTOSLVR L7C
BlackBerry® 7250
Motorola Rapture™ VU30
Motorola MOTO Q™ music 9m
Kyocera SE47
Samsung Saga™
Verizon Wireless V620
Motorola V265
Kyocera K404
Motorola V710
LG VX7000
Samsung i600 Smartphone
Kyocera KWC 2325 Prepaid
Samsung i700 Pocket PC
LG VX4700
Samsung SCH-a970
Motorola V276
Verizon Wireless CDM 7075
Motorola MOTO™ Z6cx World Edition without Camera
Nokia 6256i
Motorola T720
Sharp KIN™ TWO
Motorola V325xi
BlackBerry® 7750
Verizon KPC680 ExpressCard®
HP® Pavilion dm1-2010nr Entertainment Notebook
Motorola T730
LG VX4400B
Sharp KIN™ ONEm
Verizon XU870 Global ExpressCard®
Nokia 2705 Shade™
Samsung SCH-a630
Motorola V276 Prepaid
LG VX10
Samsung SCH-n330
HP® Mini 110-1046NR Netbook
Nokia 2366i
Motorola C333
Samsung SCH-a610
Kyocera KX2
Motorola T300p
Samsung N150 Netbook
Nokia 6305i
Samsung SCH-a790
Samsung SCH-a795
LG VX2000
Motorola V60p
Motorola C343
Samsung SCH-a990
Nokia 2128i
Samsung SCH-a310
Samsung SCH-a530
Nokia 2285
Motorola V120e
Kyocera KX444
Nokia 6236i
Samsung SCH-i730
LG VX8000
Samsung SCH-a890
Samsung SCH-i830
Motorola V65p

Troubleshooting FAQs

[FAQs]

Device
  1. I got my device wet. What should I do?

    Unfortunately, devices damaged by liquid aren't covered by your manufacturer’s warranty. For information on replacing a damaged device, visit:



  2. I hear static on my phone. What should I do?
    If you're hearing static:

    1. First check the battery life on your phone to see if it needs to be charged. There may be enough power to attempt a call, but not enough power to locate the signal.

    2. Next check your bars of signal strength. You could be in a poor reception area or have an interference such as weather conditions, building structures or other electronic devices.

    If you are consistently receiving static and unable to identify the problem, please call us at (800) 922-0204 from a different phone.


  3. I'm hearing a fast busy signal when I make a call. What's happening?
    If you're getting a fast busy signal, there are several things that may be causing the problem.

    Try to power cycle your phone:

    1. Remove the battery while the phone is on, leaving it off for about three seconds.

    2. Put the battery back on.

    3. Turn the phone on.

    4. Attempt to make your call again.

    You may need to update the software of your phone by dialing *228. When prompted by the operator, select option 2 to update your PRL (Preferred Roaming List).

    If neither of these steps resolves the issue, please call us from a different phone at (800) 922-0204.


  4. Why is my roaming indicator on when I'm not roaming?
    If you're not in a Verizon Wireless service area, or your signal is being picked up by another cell site, a roaming indicator may show on your device's display. If you know that you're in a Verizon Wireless service area, the next step is to ensure that your device is set to the correct System Select.

    To check your device’s System Select:

    1. Go in to your device's settings and find the section where you can change the System Select.

    2. Scroll through and you will see System Select “A,” “B,” or “Home Only.”

    3. Change this setting to ensure your device is set to System Select “B.”

      Note: Selecting the "Home" or "Home Only" will disable your ability to roam and your device will only work in your local home area.

    If you still need assistance, please call us at (800) 922-0204 from a different device.


  5. Why won't my device turn on?
    In many cases, it's the result of the battery either not holding a charge, or the charger may not be connecting properly to the battery. Try charging your device.

    If it won't charge or turn on, please call us at (800) 922-0204 from a different phone.


  6. Why does my device keep beeping?

    There are several reasons your device may be beeping:

    • Beeps often indicate that your battery is getting weak. Try charging the battery.

    • You may also have a text or voice mail message you haven't checked yet.

    • Check your device for service alerts. Several devices have alerts which will beep each minute you are on a call, or beep when you are in a roaming area. To check your alerts go to the sound settings of your device, and ensure service alerts are turned off.

    If this issue continues, please call us from a different device at (800) 922-0204.



  7. Why does my device keep shutting off?
    When your device unexpectedly shuts off, it normally indicates that your battery isn't charged. Check the battery life on your device; if it's low, charge your device.

    If your battery isn't low, please call us at (800) 922-0204 from a different phone so we may assist you.


  8. What does "No Service" mean when it appears on my device's screen?
    The NO SVC or NS (No Service) light will always appear on your display when you first turn on your device. It generally takes a few seconds for your device to recognize the available signal. If the NO SVC or NS light stays on continually when you are in one location, you may be in an area where it's difficult to pick up a signal (for example, a deep valley or the basement of a large building). You may also be in an area outside the Verizon Wireless network.

    If you're certain you are within a Verizon Wireless service area when you move outdoors and conditions for reception are good, try to power cycle your device:

    1. Remove the battery while the phone is on, leaving it off for about three seconds.

    2. Put the battery back on.

    3. Turn the device on.

    You may need to update the software of your phone by dialing *228. When prompted by the operator, select option 2 to update your PRL (Preferred Roaming List).

    If neither of these steps resolves the issue please call us from a different device at (800) 922-0204.


  9. Why can I make calls but not receive calls?

    If you're having problems receiving calls but you can make calls, there are four things to look for:

    1. Ensure your phone is turned on.
    2. Check that the NO SVC indicator is not on. If it’s on, you're not getting a signal.
    3. Check your signal strength to determine if you are in a low signal area and receiving a signal.
    4. Check that your calls are not being forwarded to another number:
    • Dial *920 to ensure No-Answer-Transfer Call Forwarding is off.
    • Dial *720 to ensure Immediate Call Forwarding is off.

    If this issue continues, please call us at (800) 922-0204 from a different phone.



  10. Why do I get a recorded message every time I make a call?
    If you're getting a recording every time you try to place a call, please make a note of exactly what the recording says. Then call us at (800) 922-0204 from a different phone. We'll decipher the message and help you resolve the issue.


  11. Why can't I make or receive calls?

    There are four things you can do to try to solve the problem.

    a. Make sure you’re receiving a good signal.

    b. Make sure the “No Service” indicator isn’t displayed on your phone.

    c. If you're receiving a good signal and service, try to power cycle your phone by removing the battery while the phone is on, leaving it out for about three seconds. Put the battery back in, turn the phone on and attempt to make a call again.

    d. Update the software of your phone by dialing *228. When prompted by the operator, select option 2 to update your PRL (Preferred Roaming List).

    If none of these steps resolves the issue, please call us from a phone that's not experiencing problems at (800) 922-0204.



  12. Why are my calls being dropped in the middle of a conversation?

    There are a several reasons that may cause you to experience dropped calls, such as:

    • Traveling in an area with poor reception
    • Receiving interference with building structures or other electronic devices
    • An issue with your phone

    If the dropped calls continue, please call us at (800) 922-0204 so we can help identify the issue.



  13. Why can't I make a call when I'm inside a building?

    Typically when a mobile phone won't place a call while inside a home or building, it's because of the interference with our cellular towers. You may not be receiving a full signal when trying to connect your calls because a wireless signal is limited when it tries to pass through brick, steel or other materials. You can usually make a call with a minimal amount of signal strength; however, receiving a call requires approximately full signal strength.

    To help identify what’s causing this issue, please call us at (800) 922-0204 from a different phone.



  14. Why is there no coverage in my home area?

    It's possible that you live in a low coverage area. You may view our Coverage Locator online to assist you with identifying where coverage is available.

    If you live in an area with coverage, please call at (800) 922-0204 from a landline so we can assist you with your service.



  15. Why do I hear feedback or an echo while on a call?
    If you're getting feedback (an echo or "squelch") whenever you talk on your phone, try turning down the volume. In some cases, your microphone can hear your earpiece (this is especially true for hands-free car kits). Adjusting your volume to a lower setting should help.


  16. Who do I contact if my device malfunctions while under warranty?
    If your device malfunctions after 14 days, but within the first year after purchase, please call us at (800) 922-0204 from a different phone. We'll diagnose the issue with you right over the phone. If we can't address the problem while you're on the line and the problem is caused by a manufacturing defect, we'll send you a refurbished replacement device (either a like unit or one of comparable quality).

    If your one-year warranty has expired, visit the Device Replacement Program information page for other replacement options.


  17. My device is broken and it is a long time before my upgrade eligibility date. What can I do?
    If your device is broken and you're not eligible for an upgrade, you can use our Certified Pre-Owned Replacement program. This program offers a replacement option if you're not enrolled in Total Equipment Coverage, Wireless Phone Protection and / or Extended Warranty.


  18. Why is my Ringback Tone not playing when someone calls my mobile phone?

    When your Ringback Tone isn’t playing, it's generally because no song has been assigned as your default Ringback Tone after signing up for the service.

    To learn how to assign a Ringback Tone, refer to our Verizon Tones How to Use Guide.

    You can also assign Ringback Tones by day of week, time of day or for individual contacts. You can learn how to do all of this through the How to Use Guide.



  19. Why can't I send or receive a text, picture or video message?

    There are several reasons you may not be able to send a text, picture or video message.

    Try to power cycle your phone:

    1. Remove the battery while the phone is on.
    2. Leave the battery off for about three seconds.
    3. Put the battery back in and turn the phone on.
    4. Attempt to send your message again.

    If you're still having problems, please call us at (800) 922-0204 so we may assist you.

    For more FAQs regarding text messaging, go to our Text Messaging FAQs for help.



  20. Why can't I unlock my phone?

    The most common reason for being locked out is picking up someone else’s phone. If you're sure you have the right phone, here are two other possible causes:

    • The incorrect unlock code was entered. Re-enter the unlock code.

    • The phone is frozen. Perform a soft reset by first pressing and holding the power button. If this does not work, try removing and re-inserting the battery (if your phone has a removable battery).


    If you're still unable to unlock your phone, please call Customer Service at (800) 922-0204.



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