Try these quick checks first

Most network problems clear after the first two or three steps. Work through them in order.

  1. Toggle Airplane Mode. Turn it on, wait 10–15 seconds, then turn it off. This refreshes your connection to the network.
  2. Restart your phone. A full power cycle fixes most signal hiccups.
  3. Confirm your SIM is recognized. Open Settings → Network & internet → SIMs (Android) or Settings → Cellular (iPhone). If your Thrive SIM isn't listed, jump to Reseat your SIM below.
  4. Try a different location. Step outside or move to a different room. If service returns, you're likely in a weak-coverage spot.

Reseat your SIM

If your phone says "no SIM" or you see an X on the signal bars:

  1. Power off your phone.
  2. Remove the SIM card from the tray.
  3. Wait 30–60 seconds.
  4. Reinsert the SIM, making sure it's seated firmly.
  5. Power your phone back on.

If your SIM still isn't recognized after reseating, contact support — we may need to send you a replacement.

Reset network settings

A network-settings reset clears saved Wi-Fi passwords and paired Bluetooth devices, but it often fixes stubborn signal issues. Your apps, photos, and contacts are not affected.

  • Android: search Settings for Reset network settings, then tap Reset.
  • iPhone: Settings → General → Transfer or Reset iPhone → Reset → Reset Network Settings.

After the reset, restart your phone.

Update your software

Out-of-date software can cause connectivity problems. Check for updates:

  • Android: Settings → System → System update.
  • iPhone: Settings → General → Software Update.

Install any pending updates, then restart your phone.

Test with another phone

If you have a second phone available, try your Thrive SIM in it.

ResultWhat it means
Works in the other phoneThe issue is with your original device.
Still doesn't workThe issue is with your SIM or your service — contact support.

Issue-specific tips

No service or "X" on signal bars

  • Make sure Airplane Mode is off.
  • Open Mobile Network settings and confirm:
    • Mobile Data is turned on
    • Preferred Network Type is set to 5G, LTE, or 4G
    • Automatically select network is turned on
  • Try a different location.

Weak signal or dropped calls

  • Step outside — signal is often weaker indoors.
  • If service is consistently weak only at home, you may be in a fringe coverage area. Let us know and we'll review your coverage.

Calls won't dial out

  • Confirm Do Not Disturb is off.
  • Toggle Airplane Mode on and off.
  • Try several numbers (a friend, a toll-free line, a number on another carrier).
  • If calls fail from one app but work from another, try clearing the Phone app's cache. On Android: Settings → Apps → Phone → Storage → Clear cache.

Calls go straight to voicemail

  • Make sure Do Not Disturb is off.
  • Check that Call Forwarding is turned off.
  • Toggle Airplane Mode on and off.
  • If the problem continues, contact support — there may be a call-routing issue we can fix from our side.

SMS won't send

  • Try turning off RCS or Chat features in your messaging app, then resend.
  • Send to a few different recipients to rule out one number being the problem.
  • Reset network settings (see above).
  • Clear your messaging app's cache.

Slow or missing mobile data

  • Confirm Mobile Data is turned on.
  • Toggle Mobile Data off, then on.
  • Reset network settings.
  • Try a different location.

Service works in some places but not others

  • Look for a pattern — is it tied to specific places (work, home) or times (evenings)?
  • Try the SIM reseat and network-settings reset steps above.
  • If the pattern is location-based, you're likely in a coverage gap. Let us know.

Airplane Mode is stuck or won't turn off

  • Restart your phone — this clears a stuck Airplane Mode toggle most of the time.
  • After it restarts, swipe down from the top of the screen and make sure the airplane icon is turned off.
  • Still stuck? Open Settings → Network & internet and turn Airplane Mode off there.
  • If the toggle is greyed out and won't respond even after a restart, contact support.

When your SIM is locked (PUK code)

If your SIM is locked and asks for a PUK code, see Unlock your SIM with a PUK code.

When to contact support

If you've worked through the steps above and service still isn't working, reach out. Have this information ready so we can help quickly:

  • Your phone number on Thrive Mobile
  • When the problem started
  • Whether it happens everywhere or only in certain places
  • Whether calls, texts, and data are all affected, or just one of them
  • Which steps you've already tried (Airplane Mode, restart, SIM reseat, network-settings reset)