{"solutions":[{"name":"There's an error at the receiving end","description":"If you're having problems sending iMessages to a specific number, the error might be at the receiving end.","guide":null,"content":"Try sending an iMessage to another number."},{"name":"There are problems activating iMessages","description":"The first time you activate iMessages, it may take a while before the activation is completed.","guide":{"blocks":[{"title":"Find "Messages"","steps":[{"note":null,"overlay":null,"text":"Press Settings."},{"note":null,"overlay":null,"text":"Press Messages."}],"content":"
  • Press Settings.
  • Press Messages.
","info":""},{"title":"Turn on sending of iMessages","steps":[{"note":null,"overlay":null,"text":"Press the indicator next to "iMessage" to turn on the function."}],"content":"
  • Press the indicator next to "iMessage" to turn on the function.
","info":""},{"title":"Turn text message alternative on or off","steps":[{"note":"If you turn on the function, iMessages will be sent as text messages if the service is unavailable.","overlay":null,"text":"Press the indicator next to "Send as SMS" to turn the function on or off."}],"content":"
  • Press the indicator next to "Send as SMS" to turn the function on or off.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key to return to the home screen.
","info":""}],"name":"Setting up your phone for iMessaging","description":"You can send iMessages to phone numbers or email addresses if the recipient has a device which supports iMessage. To set up your phone for iMessaging, you need to activate your Apple ID.","id":126,"deviceId":8930},"content":"Turn off iMessages and try setting up your phone for iMessaging again after some time."},{"name":"Your iMessage isn't written correctly","description":"To send an iMessage, it needs to be written and sent correctly.","guide":{"blocks":[{"title":"Create new iMessage","steps":[{"note":null,"overlay":null,"text":"Press Messages."},{"note":null,"overlay":null,"text":"Press the new message icon."}],"content":"
  • Press Messages.
  • Press the new message icon.
","info":""},{"title":"Select recipient","steps":[{"note":null,"overlay":null,"text":"Press the search field and key in the first letters of the recipient's name."},{"note":null,"overlay":null,"text":"Press the required contact."},{"note":null,"overlay":null,"text":"If the recipient can receive iMessages, iMessage is displayed in the text input field."}],"content":"
  • Press the search field and key in the first letters of the recipient's name.
  • Press the required contact.
  • If the recipient can receive iMessages, iMessage is displayed in the text input field.
","info":""},{"title":"Send iMessage using keypad","steps":[{"note":null,"overlay":null,"text":"Press the text input field and write the text for your iMessage."},{"note":null,"overlay":null,"text":"Press arrow right."},{"note":null,"overlay":null,"text":"Press the sticker icon and follow the instructions on the screen to add a sticker to your iMessage."},{"note":null,"overlay":null,"text":"Press the send icon when you've finished your iMessage."}],"content":"
  • Press the text input field and write the text for your iMessage.
  • Press arrow right.
  • Press the sticker icon and follow the instructions on the screen to add a sticker to your iMessage.
  • Press the send icon when you've finished your iMessage.
","info":""},{"title":"Send iMessage using handwriting","steps":[{"note":null,"overlay":null,"text":"Press the handwriting icon and follow the instructions on the screen to write text or add other effects to your iMessage using handwriting."},{"note":null,"overlay":null,"text":"Press the send icon when you've finished your iMessage."}],"content":"
  • Press the handwriting icon and follow the instructions on the screen to write text or add other effects to your iMessage using handwriting.
  • Press the send icon when you've finished your iMessage.
","info":""},{"title":"Send picture or video clip","steps":[{"note":null,"overlay":null,"text":"Press arrow right."},{"note":null,"overlay":null,"text":"Press the camera icon."},{"note":null,"overlay":null,"text":"Press Photo Library and go to the required folder."},{"note":null,"overlay":null,"text":"Press the required picture."},{"note":null,"overlay":null,"text":"Press Choose."},{"note":null,"overlay":null,"text":"Press the send icon when you've finished your iMessage."}],"content":"
  • Press arrow right.
  • Press the camera icon.
  • Press Photo Library and go to the required folder.
  • Press the required picture.
  • Press Choose.
  • Press the send icon when you've finished your iMessage.
","info":""},{"title":"Send iMessage with effects","steps":[{"note":null,"overlay":null,"text":"Press the text input field and write your iMessage."},{"note":null,"overlay":null,"text":"Hard press the send icon until the effects menu is displayed."},{"note":null,"overlay":null,"text":"Press Bubble and follow the instructions on the screen to add a speech bubble effect to your iMessage."},{"note":null,"overlay":null,"text":"Press Screen and follow the instructions on the screen to add a full screen effect to your iMessage."},{"note":null,"overlay":null,"text":"Press the send icon when you've selected the required effect for your iMessage."}],"content":"
  • Press the text input field and write your iMessage.
  • Hard press the send icon until the effects menu is displayed.
  • Press Bubble and follow the instructions on the screen to add a speech bubble effect to your iMessage.
  • Press Screen and follow the instructions on the screen to add a full screen effect to your iMessage.
  • Press the send icon when you've selected the required effect for your iMessage.
","info":""},{"title":"Send a sound recording","steps":[{"note":null,"overlay":null,"text":"Press and hold the microphone icon to start the sound recording."},{"note":null,"overlay":null,"text":"Let go to stop the sound recording and press arrow up to send the sound recording."}],"content":"
  • Press and hold the microphone icon to start the sound recording.
  • Let go to stop the sound recording and press arrow up to send the sound recording.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key to return to the home screen.
","info":""}],"name":"Writing and sending an iMessage","description":"You can send iMessages to phone numbers or email addresses if the recipient has a device which supports iMessage. To write and send iMessages, you need to set up your phone for iMessaging.","id":127,"deviceId":8930},"content":"See how to write and send an iMessage."},{"name":"Your phone hasn't been correctly set up for iMessaging","description":"To send and receive iMessages, your phone needs to be correctly set up for iMessaging.","guide":{"blocks":[{"title":"Find "Messages"","steps":[{"note":null,"overlay":null,"text":"Press Settings."},{"note":null,"overlay":null,"text":"Press Messages."}],"content":"
  • Press Settings.
  • Press Messages.
","info":""},{"title":"Turn on sending of iMessages","steps":[{"note":null,"overlay":null,"text":"Press the indicator next to "iMessage" to turn on the function."}],"content":"
  • Press the indicator next to "iMessage" to turn on the function.
","info":""},{"title":"Turn text message alternative on or off","steps":[{"note":"If you turn on the function, iMessages will be sent as text messages if the service is unavailable.","overlay":null,"text":"Press the indicator next to "Send as SMS" to turn the function on or off."}],"content":"
  • Press the indicator next to "Send as SMS" to turn the function on or off.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key to return to the home screen.
","info":""}],"name":"Setting up your phone for iMessaging","description":"You can send iMessages to phone numbers or email addresses if the recipient has a device which supports iMessage. To set up your phone for iMessaging, you need to activate your Apple ID.","id":126,"deviceId":8930},"content":"Set up your phone for iMessaging."},{"name":"Time zone, date and time aren't correctly set on your phone","description":"To send and receive iMessages, time zone, date and time need to be correctly set on your phone.","guide":{"blocks":[{"title":"Find "Date & Time"","steps":[{"note":null,"overlay":null,"text":"Press Settings."},{"note":null,"overlay":null,"text":"Press General."},{"note":null,"overlay":null,"text":"Press Date & Time."}],"content":"
  • Press Settings.
  • Press General.
  • Press Date & Time.
","info":""},{"title":"Turn on automatic update of time zone, time and date.","steps":[{"note":null,"overlay":null,"text":"Press the indicator next to "Set Automatically" to turn on the function."}],"content":"
  • Press the indicator next to "Set Automatically" to turn on the function.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key to return to the home screen.
","info":""}],"name":"Setting date and time","description":"It's important that the date and time are correct as some phone functions won't work.","id":20,"deviceId":8930},"content":"Set time zone, date and time."}],"intro":{"relatedProblemPath":"/content/ee-web/en_GB/help/help-new/phones-and-devices/apple/iphone-6-ios-10-0#calls--contacts--messaging/troubleshooting/it-s-not-possible-to-make-voice-calls","relatedProblemId":8,"condition":"Can you make a voice call?","question":"It's important to find out if you can make a call. If you can't make a call, you need to solve this problem first. When the problem is solved, you will most likely also be able to send and receive iMessages."},"name":"It's not possible to send and receive iMessages","description":"If you can't send and receive iMessages, there may be several causes of the problem.","textWhenNotSolved":"Unfortunately, our troubleshooting system can't solve the problem with your phone. Please go to our device repair page for more help.","id":29}

It's not possible to send and receive iMessages

If you can't send and receive iMessages, there may be several causes of the problem.

It's important to find out if you can make a call. If you can't make a call, you need to solve this problem first. When the problem is solved, you will most likely also be able to send and receive iMessages.

Can you make a voice call?

Yes No

We found 5 possible solutions to your problem.

Click Start the guide to see the solutions.

Solution 1 of 5: There's an error at the receiving end
If you're having problems sending iMessages to a specific number, the error might be at the receiving end.
Try sending an iMessage to another number.
Previous slide
Solution 2 of 5: There are problems activating iMessages
You can send iMessages to phone numbers or email addresses if the recipient has a device which supports iMessage. To set up your phone for iMessaging, you need to activate your Apple ID.
Previous slide
Step 1 of 5

Press Settings.

Step 2 of 5

Press Messages.

Step 3 of 5

Press the indicator next to "iMessage" to turn on the function.

Step 4 of 5

Press the indicator next to "Send as SMS" to turn the function on or off.

Step 5 of 5

Press the Home key to return to the home screen.

Solution 3 of 5: Your iMessage isn't written correctly
You can send iMessages to phone numbers or email addresses if the recipient has a device which supports iMessage. To write and send iMessages, you need to set up your phone for iMessaging.
Previous slide
Step 1 of 25

Press Messages.

Step 2 of 25

Press the new message icon.

Step 3 of 25

Press the search field and key in the first letters of the recipient's name.

Step 4 of 25

Press the required contact.

Step 5 of 25

If the recipient can receive iMessages, iMessage is displayed in the text input field.

Step 6 of 25

Press the text input field and write the text for your iMessage.

Step 7 of 25

Press arrow right.

Step 8 of 25

Press the sticker icon and follow the instructions on the screen to add a sticker to your iMessage.

Step 9 of 25

Press the send icon when you've finished your iMessage.

Step 10 of 25

Press the handwriting icon and follow the instructions on the screen to write text or add other effects to your iMessage using handwriting.

Step 11 of 25

Press the send icon when you've finished your iMessage.

Step 12 of 25

Press arrow right.

Step 13 of 25

Press the camera icon.

Step 14 of 25

Press Photo Library and go to the required folder.

Step 15 of 25

Press the required picture.

Step 16 of 25

Press Choose.

Step 17 of 25

Press the send icon when you've finished your iMessage.

Step 18 of 25

Press the text input field and write your iMessage.

Step 19 of 25

Hard press the send icon until the effects menu is displayed.

Step 20 of 25

Press Bubble and follow the instructions on the screen to add a speech bubble effect to your iMessage.

Step 21 of 25

Press Screen and follow the instructions on the screen to add a full screen effect to your iMessage.

Step 22 of 25

Press the send icon when you've selected the required effect for your iMessage.

Step 23 of 25

Press and hold the microphone icon to start the sound recording.

Step 24 of 25

Let go to stop the sound recording and press arrow up to send the sound recording.

Step 25 of 25

Press the Home key to return to the home screen.

Solution 4 of 5: Your phone hasn't been correctly set up for iMessaging
You can send iMessages to phone numbers or email addresses if the recipient has a device which supports iMessage. To set up your phone for iMessaging, you need to activate your Apple ID.
Previous slide
Step 1 of 5

Press Settings.

Step 2 of 5

Press Messages.

Step 3 of 5

Press the indicator next to "iMessage" to turn on the function.

Step 4 of 5

Press the indicator next to "Send as SMS" to turn the function on or off.

Step 5 of 5

Press the Home key to return to the home screen.

Solution 5 of 5: Time zone, date and time aren't correctly set on your phone
It's important that the date and time are correct as some phone functions won't work.
Previous slide
Step 1 of 5

Press Settings.

Step 2 of 5

Press General.

Step 3 of 5

Press Date & Time.

Step 4 of 5

Press the indicator next to "Set Automatically" to turn on the function.

Step 5 of 5

Press the Home key to return to the home screen.

Unfortunately, our troubleshooting system can't solve the problem with your phone. Please go to our device repair page for more help.
We are pleased that the problem was solved.
Last updated: 4/4/2019
Simon H posted this. Got a comment? Good or bad, we'd be pleased to hear from you.
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