- Visit att.com/softwareupdates to verify your device has the latest software and update if needed.
- If this is a new phone or SIM card, learn how to activate a device.
- If your service is suspended, learn how to reactivate AT&T PREPAID service.
Troubleshoot can’t make or receive calls with AT&T PREPAID
Learn how to identify and resolve issues with making and receiving calls with AT&T PREPAID (formerly GoPhone).
Troubleshoot phone call issues
Having trouble making or receiving calls? Try Troubleshoot & Resolve.Fix it nowResolve Call and Text Issues with Device Settings
Learn how to resolve issues with making and receiving calls and texts by checking device settings, such as airplane mode, call forwarding, blocked calls, functions such as Emergency Calls Only, and operating software versions.
Resolve Call and Text Issues with Device Settings
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Troubleshooting tips for making and receiving calls
Try these tips to fix problems making and receiving phone calls with AT&T PREPAID℠:
- Turn your phone off and back on.
- Make sure you have service in your area. Check out the AT&T PREPAID Coverage Map.
- Activate your AT&T PREPAID account, refill your minutes, or renew expired AT&T PREPAID plans at the AT&T PREPAID Support Center.
- Be sure that you and your callers use 10- or 11-digit dialing when placing calls.
- Learn how to call or message internationally if you’re traveling outside the U.S.
- Check out Device Support tutorials and videos that'll teach you how to:
- Turn off Airplane Mode. Most phones display an airplane icon when Airplane Mode is on.
- Turn off Do Not Disturb or Quiet Hours. Some phones have this setting to keep you from getting calls during certain times or while the setting is turned on.
- Turn off Call Forwarding. Press #21# on your phone and then the Call, Send, Talk, or Receiver key. If your calls continue to forward to another number, learn how to turn call forwarding on and off.
- Check the Blocked Calls or Reject List. On some phones, you can block calls from certain numbers or create a reject list to avoid calls you don’t want to get.
- Insert SIM card. Steps on how to remove and reinsert the SIM card if your phone displays Insert SIM or Emergency Calls Only.
More troubleshooting tips
Last updated: April 29, 2025