This article helps troubleshoot text messaging issues on your BlackBerry KeyOne

You may have text messaging issues if your phone is:

• Unable to send or receive text messages

Displaying error codes or network messages when you try to send a text message

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.

1. Verify airplane mode is turned off.

   1. From the home screen, swipe down the Status bar.
   2. Swipe down again to access the Quick Settings menu.
   3. If Airplane mode is enabled, tap to disable it.

   Note: The icon is white when enabled.

2. Update the Data Profile.

1. From the home screen, swipe down the Status bar.
2. Tap the Settings icon.
3. Scroll to and tap System Updates.
4. Tap Update Profile.
5. Once the profile update is complete, tap OK.
6. The data profile is now up to date.



3. Update the PRL.

1. From the home screen, swipe down the Status bar.
2. Tap the Settings icon.
3. Scroll to and tap System Updates.
4. Tap Update PRL.
5. Once the PRL update is complete, tap OK.



4. Perform a soft reset.

   A soft reset removes temporary files that may be causing the problem, but does not delete any content or data.

   A soft reset reconnects your BlackBerry KeyOne to the Sprint network.

1. Press and hold the Power/Lock button for 10 seconds.
2. The phone will shut down and restart.
3. The device has been reset.



5. Have you ever been able to send or receive a text message on your BlackBerry KeyOne?

   If your BlackBerry KeyOne is active and you've never been able to text, contact Sprint Customer Care for further troubleshooting.

6. Have you moved to the BlackBerry KeyOne from an iPhone?

   Some users will experience SMS issues when moving from an iPhone to a non-iOS device like the BlackBerry KeyOne.

   To resolve this issue the SMS service should be removed from Apple's iMessage service. This can be done from any web browser.

   1. Go to the Apple iMessage de-registration webpage.
   2. In the No longer have your iPhone? section, enter your phone number in the Phone Number field.
   3. Click Send Code.
   4. Apple will send a message to your phone to confirm your de-registration. Enter that code in the Confirmation Code field.
   5. Click Submit.

Note: To optimize device performance, be sure your BlackBerry KeyOne is running the most recent device software. Check for software updates.

If you're still having issues, please try the Sprint Community pages or contact Sprint Customer Care for more help.