Upgrade Activation Troubleshooting

I activated my new phone and it isn’t working. Now what?

Once your new phone has officially activated and you’ve inserted your new SIM, it’s common for some devices to take a minute to register the new SIM and it may require restarting your device.

Here are a few specific things to make note of when testing your new network:

  • Upon restart, it can take a few minutes for your device to register the new SIM and connect to the nearest cellular tower. iPhone users, please wait until you see CREDO listed as the carrier in the top left corner. Android users, please wait until you see Verizon listed as the network in the top navigation.

  • If you don’t see your network update after a few minutes please restart your device.

  • You may hear a "calling restrictions" message when you make a test call. This is temporary and caused by a delay in over the air activation. It does not indicate any issue with the handset or network. It should resolve on its own, but if you have been without service for more than 2 hours, please contact us using the instructions at the end of the phone specific troubleshooting steps below.
  • If you place a call prior to seeing CREDO (iPhone) or Verizon (Android) as the new network, you may hear some odd messages like a prompt to enter a credit card when placing a call. Ignore it and please restart your device again. Wait a few minutes and try placing a test call again.

  • iPhone users, you may be asked to enter your Apple ID and password when your device restarts. That’s okay. If you do not know your login info, please follow Apple’s instructions to retrieve your Apple ID or Password

If none of these solutions work, click your phone type below for additional troubleshooting steps.

Click here for iPhone Troubleshooting Steps
  1. Hold down the Power button until the slider appears.
  2. Drag the slider to turn your device completely off.
  3. After the device turns off, ensure your SIM card is seated properly in the SIM tray.
  4. Remove your SIM card and confirm the last four digits of your SIM card for your new network.
    • mceclip2.png
  5. Once you have confirmed you are using the new network SIM card, place the SIM back in the tray and gently insert the tray back into the phone.
  6. Press and hold the Power button again until you see the Apple logo.
  7. Wait 10 minutes to see if the activation completes, then place a test call to 888-281-2461.
  • If successful, open the web browser on your phone and go to http://credodonations.com to confirm data is working.
  • If voice call and/or data tests were unsuccessful, continue to the next step below.

Reset Network Settings:

(Please be aware that any Wi-Fi passwords will be deleted during this process and have to be reentered. Please be sure to take note of any Wi-Fi passwords you may need before starting the process.)

  1. Make sure your device is connected to Wi-Fi.
  2. Reset the network settings: Go to Settings > General > Reset > Reset Network Settings.
  3. Hold down the Power button until the slider appears.
  4. Drag the slider to turn your device completely off.
  5. Press and hold the Power button again until you see the Apple logo.
  6. Wait 10 minutes to see if the activation completes, then place a test call to 888-281-2461.
  • If successful, open the web browser on your phone and go to http://credodonations.com to confirm data is working.
  • If voice call and or data tests were unsuccessful, continue to the next step below.

Re-establish a Network Connection:

  1. Swipe up from the bottom of the screen to Open Control Center.
  2. Tap the airplane icon to turn on Airplane Mode.
  3. Wait 30 seconds.
  4. Swipe up from the bottom of the screen to open control center.
  5. Tap the airplane icon to turn off Airplane Mode.
  6. Wait 10 minutes to see if the activation completes, then place a test call to 888-281-2461.

If none of these steps resolved your issue, our technical support specialists will need to perform additional troubleshooting. Please give us a call at 888-618-0601. If you do not have access to another phone, reach an agent via email by clicking here, adding the phone number being activated, last 4 digits of the SIM card, and account holder's name in the email.  We appreciate your patience as we look into resolving your issue.

Click here for Android Troubleshooting Steps
  1. Hold down the Power button until the menu appears.
  2. Power Off to turn your device completely off.
  3. After the device turns off, ensure your SIM card is seated properly in the SIM tray.
  4. Remove your SIM card and confirm the last four digits of your SIM card for your new network.
    • mceclip1.png
  5. Once you have confirmed you are using the new network SIM card, place the SIM back in the tray and gently insert the tray back into the phone.
  6. Press and hold the Power button again until you see the screen turn on.
  7. Wait 10 minutes to see if the activation completes, then place a test call to 888-281-2461.
  • If successful, open the web browser on your phone and go to http://credodonations.com to confirm data is working.
  • If voice call and/or data tests were unsuccessful, Continue to the next step below.

Reset Network Settings:

(Please be aware that any Wi-Fi passwords will be deleted during this process and have to be reentered. Please be sure to take note of any Wi-Fi passwords you may need before starting the process.)

  1. From a Home screen, touch and swipe up or down to display all apps.
  2. Reset the network settings: Go to Settings>General Management>Reset>Reset network setting>Reset setting.
  3. Hold down the Power button until the menu appears.
  4. Power Off to turn your device completely off.
  5. Press and hold the Power button again until you see the screen turn on.
  6. Wait 10 minutes to see if the activation completes, then place a test call to 888-281-2461.
  • If successful, open the web browser on your phone and go to http://credodonations.com to confirm data is working.
  • If voice call and/or data tests were unsuccessful, Continue to the next step below.

Re-establish a Network Connection:

  1. Swipe down from the top of the screen to open the quick access menu.
  2. Tap the airplane icon to turn on Airplane Mode.
  3. Wait 30 seconds.
  4. Swipe down from the top of the screen to open the quick access menu.
  5. Tap the airplane icon to turn off Airplane Mode.
  6. Wait 10 minutes to see if the activation completes, then place a test call to 888-281-2461.

If none of these steps resolved your issue, our technical support specialists will need to perform additional troubleshooting. Please give us a call at 888-618-0601. If you do not have access to another phone, reach an agent via email by clicking here, adding the phone number being activated, last 4 digits of the SIM card, and account holder's name in the email.  We appreciate your patience as we look into resolving your issue.