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.

Your account must be active

Your account must have sufficient funds in order to use all your Plan and Add-Ons features

Make sure you have enough data remaining on your Plan – see check your usage

Make sure you are in a Lucky Mobile Coverage Zone – Note: Lucky Mobile does not offer services outside of Canada

Make sure your phone has signal. 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 under Voice and Data.

Make sure your phone has the most recent software from its manufacturer

Restart your phone

Check your APN settings

• Restart your phone.
• If you are only having issues with data, you may need to update your APN settings.
• 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.

• 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 by accessing the Lucky Mobile My Account app or by logging in to My Account. Once your payment is received, it may take up to 30 minutes for the services to be turned back on.
• Restart your phone.
• 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”.
• Confirm that your phone has the most recent software from its manufacturer.
• If you are still having trouble, contact us.

• Restart your phone.
• If you have used all your data, you will need to buy a Service Pass. When you reach your 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 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.

iOS phones:

1. Ensure your plan has mobile data included
2. Ensure your mobile data is turned ON and working
3. Select Settings.
4. Select Cellular.
5. Select Personal Hotspot.
6. Toggle Personal Hotspot ON.
7. Ensure that WiFi and Bluetooth are ON.
8. For other devices to connect, choose the iPhone's name on the connecting device and enter the password shown on the phone that is sharing the connection.

Android phones:

1. Ensure your plan has mobile data included
2. Ensure your mobile data is turned ON and working
3. Select Apps.
4. Select Settings.
5. Select Mobile Hotspot and Tethering.
6. Select Mobile Hotspot.
7. Toggle Mobile Hotspot ON.
8. For other devices to connect, choose the phone's name on the connecting device and enter the password shown on the phone that is sharing the connection.

If you are still encountering issues, contact us for support.

• Restart your phone.
• Lucky Mobile does not offer US/international roaming, the service will not work outside of Canada. You will not be able to make/receive calls when outside of Canada.
• 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 by accessing the Lucky Mobile My Account app or by logging in to 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”.
• Confirm that your phone has the most recent software from its manufacturer.
• If you are still having trouble, contact us.
• 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 dialling #ZONE
• Restart your phone.
• Lucky Mobile does not offer US/international roaming, the service will not work outside of Canada. You will not be able to send/receive text messages when outside of Canada.
• Make sure your phone has signal (shows service “bars”). If you are inside a house or an enclosed area, try using your phone outside.
• 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.
• 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.

• Lucky Mobile does not offer US/international roaming, the service will not work outside of Canada. You will not be able to send/receive picture or media messages when outside of Canada.

Ensure your plan includes data. Data is required to send picture and video messages. Check your current Plan’s features.

The following are common issues that can affect the ability to send or receive text messages. When you complete a solution, try using your messaging app to see if your problem is resolved. If you’re still having issues after trying all the troubleshooting below, please contact us.

Use the basic messaging app

If you’re using apps such as WhatsApp or Facebook Messenger, please try using the basic messaging app that comes with your phone.

If you’ve recently switched from an iPhone, deregister iMessage.

If you previously had an iPhone and switched to a phone from a manufacturer other than Apple, your mobile phone number might still be registered with iMessage. Only Apple devices can send or receive iMessages.

To deregister your phone number from iMessage:

1. Visit the Deregister iMessage site, opens in new tab.
2. Follow the appropriate step-by-step instructions.

Check if you can make and receive phone calls

If you’re also unable to make calls, you may be out of the coverage area. Please search the problematic address using our coverage map and see if lack of coverage is the cause.

Make sure the number is not blocked

Check the call blocking list in your phone settings to make sure your contact’s phone number is not blocked. The following are common areas to check for a blocked number.

• iOS: Settings > Messages > Blocked. Learn more.
• Android: Phone > Settings > Call > Call Rejection > Auto Reject List.
• Other apps (WhatsApp, Facebook Messenger): check for their own block list ability.

Reboot your phone

As with a desktop computer, turning the device off and on is often one of the first troubleshooting steps. In most cases, this soft reset won't affect data on the device unless the battery is very low.

• iOS: Press and hold the Power button > Slide the power switch right. Allow several seconds for the device to power off.
  Note: iPhone X requires you to press and hold Power and Volume Up to power off.
• Android: Press and hold Power > Restart > Restart

Check to see if the messaging address being used is correct.

When sending a text/picture message, ensure you enter the correct address or number. If needed, enter the 10-digit mobile number manually rather than selecting a contact.

A mobile number does not include:

• Extra characters (e.g., dots (.), hyphens (-), etc.)
• The number 1 (one) before the area code of the mobile number
• Other codes (e.g., *67) before the area code of the mobile number

Add funds to your prepaid account

Prepaid (pay as you go) customers cannot send messages or use data if their account balance is $0 (or less). If you have a prepaid account, check that you have funds by dialling #321 from your mobile phone.

Send yourself a text message

Try sending a text message manually to yourself from the messaging app, and not from contacts.

Note: If prompted to change SMS app, tap YES to confirm.

Verify the available memory space

Many services require free memory. If the memory is full, free some memory space and try again. You can remove unused items such as:

• Apps
• Music
• Pictures or videos
• Messages

Reset device network settings

If you can't connect to the Internet, or send or receive messages (email, text, picture or video), resetting the network settings may help. On iOS and Android devices, go to Settings > General > Reset network settings > Reset network settings.

IMPORTANT: The following will be cleared or restored to defaults:

• Cellular and Wi-Fi network settings (including saved networks and passwords)
• Bluetooth®

Install the latest device updates

Make sure your device has the latest software. Do the following to make sure your device is up to date.

1. Confirm the software version on your phone

Back up and reset your phone to factory defaults

The last thing you should try is to reset your phone to factory defaults.

Important: all of your media, data and settings will be erased. This action cannot be undone. If you have Dual SIM activated on your iPhone, your eSIM will be erased and you will need to replace it online or at a Lucky Mobile retail partner.

If the Device Protection feature is enabled, it will stay enabled. After the reset, you will need to enter your Google or Apple account password to use the phone again.

1. Back up your phone using the suggested back up software from your manufacturer.
2. Reset your phone to factory defaults.
   • iOS: Settings icon > General > Reset > Erase all contents and settings > Erase iPhone > Erase iPhone
   • Android: Settings icon > General > Restart & reset > Factory data reset > Reset phone > OK > Delete all > reset

iMessage troubleshooting for iPhones and iPads

Apple offers troubleshooting articles to resolve many issues, including iMessage. Visit their iMessage troubleshooting, opens in new tab for support.

Please check the following:

Applications

If a specific application is causing your phone to slow down or freeze, force close the application.

Re-launch the application and test if issue is resolved.

Repeat these steps for any other application that needs to be force stopped.

Software Update

Check if a software update is available in your phone’s settings

If a software update is available, make the update

If none of the above helps, you may need to contact your phone manufacturer.You can also perform a Factory Reset. Note: a Factory Reset will permanently delete all personal data that has not previously been backed up.

Test your phone’s speaker

Most devices have a separate microphone when in speaker phone.

The location of the microphone varies.

The microphone is usually on the top side of the device.

Common Troubleshooting

Try to increase/decrease the volume.

Try to mute/unmute the call.

Try to hold/unhold the call.

Accessories

Ensure your audio accessories work normally

Coverage

Ensure you have sufficient signal when making/receiving calls

International Calling

If you experience audio issues on international calls, the international service carrier may be the cause.

Software Update

Check if a software update is available in your phone’s settings

If a software update is available, make the update

If none of the above helps, you may need to contact your phone manufacturer. You can also perform a Factory Reset. Note: a Factory Reset will permanently delete all personal data that has not previously been backed up.

Invalid SIM/SIM card error/SIM card failed/SIM is corrupted/Unrecognized SIM

• If this is happening for the first time, remove and insert your SIM card
• If the issue persists, restart your phone
• If restarting the phone does not resolve the issue, a replacement SIM card is required. We will replace a defective SIM Card free of charge within 1 year from purchase. Please make sure to bring your receipt when replacing your SIM Card. Find the nearest Lucky Mobile retail partner

Emergency only/ SIM card Activation Failed/SIM not Provisioned MM#2/Unregistered SIM

• Turn your phone off, wait 5 seconds, and turn it back on
• If the issue persists, test your SIM card:

  Test 1:

  • Insert your SIM card in another unlocked phone in working condition
  • If the SIM card is not working on the other phone, a replacement SIM card is required. We will replace a defective SIM Card free of charge within 1 year from purchase. Please make sure to bring your receipt when replacing your SIM Card. Find the nearest Lucky Mobile retail partner

  Test 2:

  • Insert a different, working SIM card in your phone
  • If the other SIM card is working on your phone, a replacement SIM card is required. We will replace a defective SIM Card free of charge within 1 year from purchase. Please make sure to bring your receipt when replacing your SIM Card. Find the nearest Lucky Mobile retail partner

Insert SIM/USIM card/NO SIM card/Detected/Inserted/No SIM Mode/Offline Mode/SIM Missing/Not Detected/Not Found

Check your SIM card by doing the following:

• Turn off your phone.
• Check that your SIM card is inserted properly and in the correct slot.
• Ensure the gold metallic side of the SIM card is clean and is facing and/or touching the connectors inside the device.
• Turn your phone back on.

If the issue persists, test your SIM card:

Test 1:

• Insert your SIM card in another unlocked phone in working condition
• If the SIM card is not working on the other phone, a replacement SIM card is required. We will replace a defective SIM Card free of charge within 1 year from purchase. Please make sure to bring your receipt when replacing your SIM Card. Find the nearest Lucky Mobile retail partner

Test 2:

• Insert a different, working SIM card in your phone
• If the other SIM card is working on your phone, a replacement SIM card is required. We will replace a defective SIM Card free of charge within 1 year from purchase. Please make sure to bring your receipt when replacing your SIM Card. Find the nearest Lucky Mobile retail partner

Enter Network MEP Code/Enter Restriction code/Network lock/Phone Restricted

Your phone needs to be unlocked. Find out how to unlock your phone

My SIM card is locked/giving a PIN/PUK message

See how to address PIN/PUK issues

Try restarting your phone. If the issue is not resolved, follow the steps below:

Apple devices:

1. Go to Settings.
2. Select General.
3. Select Date and Time.
4. Turn on Set Automatically.
5. Go to Time Zone.
6. Turn on Set Automatically.

Android devices:

1. Go to Settings.
2. Select General tab.
3. Select Date and Time.
4. Put a check mark beside Automatic date and time.
5. Put a check mark beside Automatic time zone.
6. If left unchecked, the time is manually configured.

If you are still having trouble, contact us.