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Visual Voice Mail FAQs

General Information
  1. What is Visual Voice Mail?

    Visual Voice Mail lets you view voice mail messages you receive and listen to your messages in any order on your devices. You can scroll through your messages, pick the ones you want to listen to, and erase or archive them right from your device's screen.

    Other features include:

    • Reply to messages by call back or text
    • Get onscreen access to message status
    • Access voice messages with 1 button and get instant playback


    Notes:

    • We offer three different Visual Voice Mail services, so not all features listed above come with each service. Refer to the Voice Mail Comparisons page to view and compare the different features available with each Voice Mail service.

    • iPhone® comes with its own built-in Visual Voicemail service. Refer to Apple's Visual voicemail help page for more information.


  2. How much does Visual Voice Mail cost?

    Visual Voice Mail and Premium Visual Voice Mail cost $2.99/month per phone. Basic Visual Voice Mail and iPhone Visual Voicemail are included with your smartphone plan. Data charges also may apply when using Visual Voice Mail.

    To use any voice mail service, you'll need to set it up first.

    Note: If you have multiple phones on your account, you can subscribe each phone individually as desired.



  3. What's the difference between all the Voice Mail services available?

    Refer to the Voice Mail Comparisons page to view and compare the different features available with each Voice Mail service.



  4. Can Visual Voice Mail be used with any device?

    Visual Voice Mail is supported on:

    • All smartphones on standard monthly accounts
    • Select basic phones on standard monthly accounts


    Refer to our Visual Voice Mail: Compatible Phones page to see if your basic phone is supported.

    Note: Visual Voice Mail isn't currently available for phones on prepaid accounts.



  5. What happens to my messages when I upgrade to Visual Voice Mail?

    All existing messages will be transferred to your new Visual Voice Mail inbox.



  6. What happens when I change from Visual Voice Mail back to Basic Voice Mail?

    When changing from Visual Voice Mail back to Basic Voice Mail, all existing messages will be transferred. Your standard greetings will be saved, but you'll lose custom greetings.



  7. How do I subscribe to Visual Voice Mail?

    To subscribe to Visual Voice Mail:

    Note: Visual Voice Mail isn't currently available for prepaid accounts.

    1. Check the list of Visual Voice Mail: Compatible Phones to verify that Visual Voice Mail will work on your phone.

    2. Open the Voice Mail app on your mobile phone and follow the setup instructions:

      • Smartphones - Open the Voice Mail app from the App menu.

      • Basic phones - Open the Messaging menu and select Visual Voice Mail.

        Notes:
        • You may need to set up your basic voice mailbox using *86 prior to setting up Visual Voice Mail.

        • You may also need to enter your Voice Mail password which is what you entered when setting up your basic voice mailbox using *86. If you can't remember it, you can reset your voice mail password.

    3. Follow the onscreen prompts to accept the Terms & Conditions and finish subscribing.


    You've successfully completed the steps to subscribe to Visual Voice Mail. It may take up to five minutes for the Visual Voice Mail setup to complete.



Using Visual Voice Mail
  1. How do I check my Visual Voice Mail messages?

    To check your messages:

    1. Open the Visual Voice Mail app on your device.
    2. Select the message you want to listen to.
    3. Select Play to listen to the message.

      Note: You can also pause, rewind, skip ahead and more.


    You've successfully listened to a message. To listen to other messages, go back to your Visual Voice Mail inbox and repeat the steps above.



  2. Do I need a password to use Visual Voice Mail?

    You may need the password you created when you set up your voice mailbox.

    You'll only need to enter your password in the Visual Voice Mail app once, during the initial setup of the service.

    Notes:

    • If you change your voice mailbox password, you'll also need to update your password in the Visual Voice Mail app.

    • To limit unauthorized access to your voice mail, consider locking your phone when you aren't using it.


  3. Can I access Visual Voice Mail if I'm outside the data coverage area?

    No, Visual Voice Mail isn't supported over Wi-Fi. If your mobile device can't send or receive data, you won't be able to receive your Visual Voice Mail messages. However, you can still retrieve your voice mail messages by calling:

    • *86 from your mobile phone
    • Your mobile number from any phone:
    1. When you hear your voice mail greeting, select # on your keypad.

    2. Follow the prompts to enter your voice mail password and listen to your messages.


  4. Is my voice mailbox and my Visual Voice Mail inbox on my device synchronized?

    Yes, in most circumstances the Visual Voice Mail inbox on your device and your voice mailbox on our network will be synchronized.

    However, if data coverage isn't available, updates you make on your device (e.g., erase messages) may not update on your basic voice mailbox until data coverage becomes available (and vice versa). Then the next time you open Visual Voice Mail, you'll be prompted to enter your new password.



  5. How do I change my voice mail password online?

    To change your password online:

    1. Go to the Reset Voice Mail Password page in My Verizon.
    2. Select the option to create your own password.

      Note: You can also select to have one chosen for you.

    3. Enter your password in the Create New Password field.
    4. Re-enter your new password in the Confirm Password field.
    5. Click Submit.

    You've successfully changed your Voice Mail password online.

    Business accounts:

    You can reset your voice mail password in My Business Account:

    1. Hover over the Account Maintenance tab, and click Wireless Numbers & Users.
    2. Select the mobile number that requires the password reset.
    3. Click the Actions tab.
    4. Click Reset Voice Mail Password.
    5. Follow the prompts to change your Voice Mail password.

    You've successfully changed your Voice Mail password for your business account.

    Note: Not all My Business Account users will be able to access this page. Access to the page is determined by the role you're assigned in My Business Account. For more information, please contact your company administrator.



  6. How do I change my voice mail greeting if I subscribe to Visual Voice Mail?

    Call *86 from your mobile phone and follow the prompts to change your greeting. Or you can use the Voice Mail app to change your greeting if you use iPhone Visual Voicemail, Basic Visual Voice Mail or Premium Visual Voice Mail.



  7. What happens if I have expiring Visual Voice Mail messages?

    Visual Voice Mail holds messages in the Inbox until they are designated for deletion by the Voice Mail system. If you want to retain messages, use the Archive option to save them to your phone or memory card.



  8. How do I unsubscribe from Visual Voice Mail service?

    To cancel Visual Voice Mail service:

    1. Go to the Products & Apps page in My Verizon.
    2. Click the Manage Your Products tab.
    3. In the Visual Voice Mail section, click Remove from Account in the top-right corner.
    4. Follow the onscreen prompts to remove the feature from your account.


    You've successfully canceled Visual Voice Mail.

    All of your existing messages should remain in your voice mailbox after you cancel, but you may lose some custom greetings you've created. However, before canceling the service, we recommend archiving important messages to your device just to make sure you have a backup.

    Notes:

    • If you have a business account, you can remove this feature from the Account Maintenance tab in My Business Account or Verizon Enterprise Center.
    • If you use iPhone Visual Voicemail, you can't unsubscribe from it.
    • Unsubscribing from the Visual Voice Mail service doesn't remove the app from your device. The Visual Voice Mail app comes preinstalled on your device and can't be removed.


Archiving
  1. What is Visual Voice Mail archiving?

    Visual Voice Mail lets you save important messages to your phone or external memory card.

    Note: Archiving isn't available on all phones, including iPhone.



  2. What can I do with archived messages in Visual Voice Mail?

    Now you can own your message and transfer these files to other locations for additional use. Use these audio files to store memories or for important events.



  3. How do I archive a message in Visual Voice Mail?
    1. Select the message you want to archive.
    2. Tap Options.
    3. Tap Archive or Save a copy.


    You've successfully archived a message.

    Note: Archiving isn't available on all phones, including iPhone.



  4. Where are archived messages saved?

    Your phone has a default location for saving archived messages that can be found in the Settings menu of the Visual Voice Mail app. The default save location can't be changed.

    Note: Archiving isn't available on all phones, including iPhone.



Troubleshooting
  1. I forgot my Visual Voice Mail password. What should I do?

    If you forgot your voice mail password, you'll need to reset it. Refer to How do I change my Visual Voice Mail password? above for detailed instructions.



Basic Voice Mail
  1. Where can I learn more about the Basic Voice Mail service?

    Please refer to our Voice Mail FAQs for information about Basic Voice Mail.

    Apple and iPhone are registered trademarks of Apple Inc. BlackBerry and related trademarks, names and logos are the property of BlackBerry and are registered and/or used in the U.S. and countries around the world. Used under license from Research In Motion Limited.



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