Some phones on Verizon’s network (Verizon or a carrier that uses it, including US Mobile Warp) handle picture, group and voice messages incorrectly.
Signs of this issue
When someone sends you a picture, it opens a new “group” chat with your number and theirs
When you text in a group, your own message comes back to you
Voice notes show 0:00 or keep loading forever
Videos arrive as a picture plus a voice message you can’t open
First, rule out RCS
RCS can cause similar problems. Turn it off: Google Messages → ⋮ → Settings → RCS chats / Chat features → off. Make sure mobile data is on, then restart.
Your two options
Option 1: Switch networks
US Mobile: switch your line to Light Speed (T-Mobile) or Dark Star (AT&T) in your US Mobile account.
Verizon or another Verizon-based carrier: switch to a carrier on the T-Mobile or AT&T network, or to our own cellular plans.
Option 2: Send your phone to us for a permanent fix
The fix is free for all affected phones.
Under warranty (within 180 days of purchase): we cover shipping.
Out of warranty: you pay for shipping only.
The fix has to be done by us. It can’t be done remotely or by you.
This fix erases all data on the phone. You must back up first.
To choose the fix, contact us and we’ll send you the shipping steps. Please don’t send the phone without a label from us.
Before you send the phone
Back up anything you want to keep:
Contacts: make sure they’re synced to Google Contacts
Text messages: SMS Backup & Restore, if it’s in your app store
Photos: Google Photos
Your app store stays the same after the fix. You’ll just download your apps again. Data inside apps is erased. See How do I back up my phone before sending it in?
Still need help?
Contact us through the support chat in the Kosher Qin Phone app or by email at [email protected]. Please include:
Your serial number (Settings → About → Model & Hardware → Serial Number)
Your carrier (and US Mobile network, if any)
Roughly when you bought the phone
Which option you’d like