Need help activating your Android device and connecting to your carrier? Here are some things you can do to get connected.
Basic troubleshooting checklist
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Choose a topic
My Android device doesn't recognize my SIM card
SIM cards give you access to your carrier's mobile data network so you can make calls, send messages, and access the Internet.
If you're having issues with the SIM card, oftentimes the troubleshooting is simple. With some basic troubleshooting or changes to your SIM card, the issue can be resolved.
Troubleshooting checklist
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If it's been a long time since you received a new SIM card from your carrier, make sure to get a new one — changing your SIM card will help ensure that you get the best network experience from your carrier. Learn more about SIM cards.
Phones bought on Back Market do not come with a SIM card. If you need a new SIM card, you'll need to contact your carrier directly.
Find your carrier:
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AT&T |
(800) 331-0500 |
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Boost Mobile |
(833) 502-6678 |
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Cricket |
(800) 274-2538 |
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Google Fi |
(844) TALK-2-FI |
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H2O Wireless |
(800) 643-4926 |
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Metro |
(888) 8-METRO-8 |
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Mint |
(800) 683-7392 |
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Spectrum |
(877) 463-0677 |
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Straight Talk |
(877) 430-2355 |
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T-Mobile |
(800) 937-8997 |
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US Cellular |
(888) 944-9400 |
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Verizon |
(800) 922-0204 |
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Xfinity |
(800) XFINITY |
My Android device doesn't connect to my network or carrier
If you're having trouble connecting your Android device to your carrier's network, here are some things you can do to get connected.
Troubleshooting checklist
➜ Mobile data is turned on
To make sure that your mobile data is turned on, simply go to:
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Settings > Network & internet or Connections > Mobile data or Cellular data
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On some Android devices, select 'Data usage' to find this
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Turn 'Mobile data' or 'Cellular data' on. If it's on already, toggle it off and on again
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Check for a data indicator (like 2G, 3G, 4G, 5G, or H) next to the signal strength icon at the top-right of the screen
➜ Check your coverage area
Make sure that you're in an area with cellular network coverage. If you don't get a signal data indicator, you may be in an area without coverage. If you can, relocate to a different area, or go outside, and check your signal again.
If this happens often, you'll need to contact your carrier.
➜ Check for system updates on the Android
Update your Android device to the latest version. To stay updated with the latest Android version, simply go to:
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Settings > System > System update
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On some Android devices, go to Settings > Software update > Download and install
➜ Take out and/or change the SIM card
After removing the SIM card, put it back in. You may need to contact your carrier:
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If the SIM card is damaged, or doesn't fit in the SIM tray, ask your carrier for a new SIM card
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If you transferred your SIM card from another device, ask your carrier if your SIM card works with your Android device
➜ Reset the Android with a new SIM card from your carrier
We encourage you to get a new SIM card from your carrier, and then to activate the Android with the new SIM card.
If it's been a long time since you received a new SIM card from your carrier, make sure to get a new one — changing your SIM card will help ensure that you get the best network experience from your carrier.
Contact your carrier:
|
AT&T |
(800) 331-0500 |
||
|
Boost Mobile |
(833) 502-6678 |
||
|
Cricket |
(800) 274-2538 |
||
|
Google Fi |
(844) TALK-2-FI |
||
|
H2O Wireless |
(800) 643-4926 |
||
|
Metro |
(888) 8-METRO-8 |
||
|
Mint |
(800) 683-7392 |
||
|
Spectrum |
(877) 463-0677 |
||
|
Straight Talk |
(877) 430-2355 |
||
|
T-Mobile |
(800) 937-8997 |
||
|
US Cellular |
(888) 944-9400 |
||
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Verizon |
(800) 922-0204 |
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Xfinity |
(800) XFINITY |
➜ Check the Android's IMEI on your carrier's website to test compatibility
You can check the compatibility of your Android device with its IMEI number directly on your carrier's website.
Click here to learn if your Android device will work with your carrier.
➜ Contact your carrier
Issues with your carrier or account may affect your service. Contact your carrier to:
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Verify that your account is active and in good standing
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Make sure there are no outages in your area
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Check that your device isn't blocked from receiving cellular services and is set up with the right data plan
Only your carrier can access and manage details about your account. If you need help finding your wireless carrier's service page, search online or use the Back Market carrier support article.
Contact your carrier:
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AT&T |
(800) 331-0500 |
||
|
Boost Mobile |
(833) 502-6678 |
||
|
Cricket |
(800) 274-2538 |
||
|
Google Fi |
(844) TALK-2-FI |
||
|
H2O Wireless |
(800) 643-4926 |
||
|
Metro |
(888) 8-METRO-8 |
||
|
Mint |
(800) 683-7392 |
||
|
Spectrum |
(877) 463-0677 |
||
|
Straight Talk |
(877) 430-2355 |
||
|
T-Mobile |
(800) 937-8997 |
||
|
US Cellular |
(888) 944-9400 |
||
|
Verizon |
(800) 922-0204 |
||
|
Xfinity |
(800) XFINITY |
Access Point Names (APN)
The Access Point Name (APN) is the settings your phone needs in order to set up a connection to the gateway between your carrier's cellular network and the Internet. It defines the network path for all cellular data connectivity. Some carriers require you to enter your APN settings to set up your cellular service.
If allowed by your carrier, you can view your APN settings in one of the following locations:
- For Samsung, go to Settings > Connections > Mobile networks > Access Point Names
- For Pixel, go to Settings > Network & Internet > Mobile network > Advanced > Access Point Names
Not all carriers allow users to manually set the APN settings, so don't edit the APN unless advised by your carrier. Contact your carrier to verify the correct APN settings.
Learn more about Access Point Names (APN) settings on Android.
Find your carrier:
|
AT&T |
(800) 331-0500 |
||
|
Boost Mobile |
(833) 502-6678 |
||
|
Cricket |
(800) 274-2538 |
||
|
Google Fi |
(844) TALK-2-FI |
||
|
H2O Wireless |
(800) 643-4926 |
||
|
Metro |
(888) 8-METRO-8 |
||
|
Mint |
(800) 683-7392 |
||
|
Spectrum |
(877) 463-0677 |
||
|
Straight Talk |
(877) 430-2355 |
||
|
T-Mobile |
(800) 937-8997 |
||
|
US Cellular |
(888) 944-9400 |
||
|
Verizon |
(800) 922-0204 |
||
|
Xfinity |
(800) XFINITY |
My Android device isn't fully unlocked, or is locked to another carrier
If your Android device is locked to another carrier, make sure to check:
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Make sure you ordered an Android model that is compatible with your carrier.
Find your carrier:
|
AT&T |
(800) 331-0500 |
||
|
Boost Mobile |
(833) 502-6678 |
||
|
Cricket |
(800) 274-2538 |
||
|
Google Fi |
(844) TALK-2-FI |
||
|
H2O Wireless |
(800) 643-4926 |
||
|
Metro |
(888) 8-METRO-8 |
||
|
Mint |
(800) 683-7392 |
||
|
Spectrum |
(877) 463-0677 |
||
|
Straight Talk |
(877) 430-2355 |
||
|
T-Mobile |
(800) 937-8997 |
||
|
US Cellular |
(888) 944-9400 |
||
|
Verizon |
(800) 922-0204 |
||
|
Xfinity |
(800) XFINITY |
If the Android you received isn't compatible with your carrier, or if you received the wrong model device, reach out to Back Market Customer Care to start a return.
➜ 'Network unlock' the Android in the device settings
To 'Network unlock' your Android device, simply go to:
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Settings > Connections > More connection settings
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Select 'Network unlock' and then select 'Permanent unlock'
Doing this will request a permanent network unlock so that you can use your phone with other service providers and carriers.
➜ Android starts up with a logo of another carrier
If you first start up a device and see the logo of another carrier:
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If the Android device shows the logo splash screen of another carrier upon start up, this may be leftover from the previous setup before the device was factory reset by the seller to be sold on Back Market.
Normally, the splash screen goes away after the Android is activated with your carrier. You should complete the activation process, insert the SIM card, and then restart the phone. Once it restarts it should be activated with your carrier.
My Android device is blacklisted
When it comes to refurbished electronics, we work hard to make sure that the devices sold by our sellers on Back Market aren't blacklisted. We also understand that sometimes a bad apple will find its way into a batch of good ones.
If your Android device is blacklisted, we'll need to confirm this with an IMEI checker. To confirm the blacklist status of the Android device, please provide the following information to Back Market Customer Care:
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The Android's IMEI
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Your carrier
If the blacklist status of the Android is confirmed by the seller, return it for a replacement (if available) or for a full refund. To contact Back Market Customer Care, log int o your Back Market account > My orders > "Ask for help".
Find the IMEI of my Android device
To find your Android's IMEI:
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Go to Settings > About
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Or Dial *#06#
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