Arina Vlasova Updated by Arina Vlasova Permissioned article This article is internal and cannot be seen by public viewers.


Check if customer followed this Guide.

1. Advanced Troubleshooting (iPhone)

If MMS Messaging and/or Group Messaging options are not displayed under Settings > Messages, you can advise customer to follow the steps below, but please check the note first:

The options not displaying maybe due to provisioning issue or incorrect APN configuration. Reset network settings would only be suggested if its concluded there is corrupt APN issue.
  1. Go to Settings > General > Reset and tap Reset Network Settings. Phone should automatically restart after this.
  2. After the phone restarts, go to Settings > Messages and turn ON iMessage.
  3. Make sure the check mark is set to your US Mobile phone number in the Send and Receive option.
  4. Turn ON Send as SMS option.
  5. Make sure that MMS are enabled.
  6. Go to Settings > Cellular > Cellular Data Options.
  7. Check Data Roaming - Make sure all the roaming options are turned OFF.
  8. Configure APN settings as per this guide.
  9. Restart your phone.

2. Samsung Messages (MMS Issue: Invalid address entered)

  1. Press and hold Volume down + power buttons for a few seconds.
  2. Release the buttons when smart menu appears.
  3. Use the volume buttons to navigate to the recovery mode and press power button to access it.
  4. Once in recovery mode, choose Wipe Cache Partition.
  5. When the wipe cache partition is complete, Reboot system now is highlighted.
  6. Press the Power key to restart the device.
  7. Go to Settings > Connections > Data Usage > Mobile Data and turn Mobile Data.
  8. Go to Settings > Connections / Network & Internet > Mobile Networks / Cellular networks > Preferred network type / Network mode.
    1. Select LTE only.
    2. Toggle the VoLTE / HD VoiceEnhanced calling switch to turn VoLTE ON.
  9. Install the APNs as per this guide and check.
  10. If it still does not work, perform SOC reset on Vcare.

How did we do?

Devices_LTE Status Codes and OTA reconfiguration

Devices_MMS_Super LTE