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I’m having issues with my service    

 

Here are a few helpful tips you can try if you’re having issues using your Lucky Mobile service:

I brought my own phone to Lucky Mobile but I can’t access data

If you brought your own phone to Lucky Mobile, you need to update your phone’s network settings in order to use data. For step-by-step instructions on how to update your settings, click here.

I just activated my service and my phone is not working

  • If you are only having issues with data, you may need to update your APN settings.
  • Restart your phone.
  • If you have brought your phone number to Lucky Mobile from a different provider, it may take some time for your SIM Card to activate.
  • Make sure your device network settings are set to “Automatic”. If you are using an iPhone, make sure your Cellular Data Options are set to “Enable LTE > Voice and Data”.
  • Put your SIM Card in another Lucky Mobile phone or any unlocked phone. If the SIM Card works in a different phone, your phone may not be compatible with our network.
  • Attempt to reset the network settings on your phone. This can be found in your device settings under resets
  • If you are still having trouble connecting to our network, and it has been more than two hours since you activated your SIM Card, please contact us.

My service has stopped working

  • If you are on a Zone Plan and are currently Out-of-Zone, you will need to buy a Service Pass to call, text or use 3G data.
  • You may not have enough funds in your account balance. Every month, on your Monthly Charge Date, you need to have enough funds in your account balance to cover your Total Monthly Charge (Plan + Add-Ons). You can find your account balance and your Monthly Charge Date in My Account.
  • Make sure your phone has signal (shows service “bars”). If you are inside a house or an enclosed area, try using your phone outside.
  • Make sure your phone’s network settings are set to “Automatic”. If you have an iPhone, make sure your Cellular Data Options are set to “Enable LTE > Voice and Data”.
  • Try resetting the network settings on your phone. This can be found in your phone settings under “Reset”.
  • Restart your phone.
  • Confirm that your phone has the most recent software from its manufacturer.
  • If you are still having trouble, contact us.

My data speeds are slower than normal

  • If you are on a Zone Plan, you may have reached your 3G data limit. When that happens, you’ll be able to continue using data at reduced speeds.
  • If you want more 3G data, you will need to buy a Service Pass. When you reach your 3G data limit, we will send you a text message with a link explaining your Service Pass options.
  • Make sure your phone has signal (shows service “bars”). If you are inside a house or an enclosed area, try using your phone outside.
  • Make sure your phone’s network settings are set to “Automatic”. If you have an iPhone, make sure your Cellular Data Options are set to “Enable LTE > Voice and Data”.
  • Confirm that your phone’s data services are turned on, and that no mobile data usage limits are enabled on your phone.
  • Try resetting the network settings on your phone. This can be found in your phone settings under “Reset”.
  • If you are trying to use Lucky Mobile’s 3G data network, make sure your phone is not connected to WiFi.
  • If you are trying to use a WiFi signal, disconnect and reconnect your WiFi connection.
  • Confirm that your phone has the most recent software from its manufacturer.
  • If you are still having trouble, contact us.

I cannot make or receive calls

  • If you are trying to make a call that is not included in your Plan, you will need to buy a Service Pass. We will send you a text message with a link explaining your Service Pass options.
  • You may not have enough funds in your account balance. Every month, on your Monthly Charge Date, you need to have enough funds in your account balance to cover your Total Monthly Charge (Plan + Add-Ons). You can find your account balance and your Monthly Charge Date in My Account.
  • Make sure your phone has signal (shows service “bars”). If you are inside a house or an enclosed area, try using your phone outside.
  • Make sure your phone’s network settings are set to “Automatic”. If you have an iPhone, make sure your Cellular Data Options are set to “Enable LTE > Voice and Data”.
  • Try resetting the network settings on your phone. This can be found in your phone settings under “Reset”.
  • Restart your phone.
  • Confirm that your phone has the most recent software from its manufacturer.
  • If you are still having trouble, contact us.

I cannot send or receive text messages

  • If you are trying to make a call that is not included in your Plan, you will need to buy a Service Pass. We will send you a text message with a link explaining your Service Pass options.
  • Confirm if you are out of zone by dialing #ZONE
  • Make sure your phone has signal (shows service “bars”). If you are inside a house or an enclosed area, try using your phone outside.
  • Restart your phone.
  • If you are using a 3rd party messaging application (e.g. WhatsApp, Facebook Messenger, Skype, Viper), uninstall and reinstall the messaging app.
  • Confirm that your phone has the most recent software from its manufacturer.
  • If you are still having trouble, contact us.