• Check if the sim is in the phone and the correct way
• Did you have to force it in or out before? 
        You could have broken pins so it can't read the SIM card.
• Take out the sim card, put it back in and restart the phone
• Check if the issue is the phone or the sim by trying the sim in another phone.
• If it’s an issue only on your phone, maybe it’s locked. 
       Check with the one you purchase the phone from.

• Take out the sim card (make sure it is the correct sim), put it back in and restart the phone
• If it’s your phone, check if it is compatible with this SIM card.
• Try to connect manually to a network:
  Go to Network settings/Connections and manually select an available network
  > For Direct plans choose: Orange or Hot
  > For Xtra plans choose: Cellular Israel PHI, Cellular Israel Pl, Orange, Hot or Pelephone
  > For Golan, choose: Cellcom or Golan
  > For US or EU rentals choose any available network until you find one that connects.
  Once connected retry/restart.
• For kosher phones:
  If you went near Israeli borders and connected with an outside service causing the error:
           Put the sim in a non-kosher phone until it gets service then put it back in the kosher phone.
• You may owe money. If your payment did not go through, the line can be frozen. To update your credit card on file, see here. 

• There are many different codes the phone could be asking for. 
  When speaking to technical support, it is essential to be exact with the code name the phone asks for.
• If it’s your phone, check if it is compatible with this SIM card.
       Check with the one you purchased the phone from if it could be unlocked.
• For Israeli kosher phones:
  > Put it into a nonkosher phone until it gets service, then return to the kosher phone
  > You could contact us to see if we could update your phone

If you set a password for your phone and forgot the password

We have a service of Unlocking password-locked phones!

Here are the details:

• Devices: All 4G First Phone models (e.g. Pro30, Four-G1, Four-G5, and more)
• Service: If the phone got locked with a password, we can unlock it WITHOUT LOSING DATA! (e.g. contacts etc. will not get erased from the device).
• Price: 200 Shekel.
• Note: The phone must be brought to the store.

• Check your Call Barring settings to see if calls are on. Make sure it is set to inactive.
• You may owe money. If your payment did not go through, the line can be frozen. To update your credit card on file, see here. 
• You may have used up your minutes package. 
  For Xtra plans you could check online in your account. See here for instructions under the Specific Plan Changes dropdown or contact us.

• Check that your whitelist is off
• Check that the number calling you wasn't added by mistake to your blacklist
• With a kosher sim, check if the phone is real Israeli kosher:
  Check IMEI # - look under the battery or dial *#06#
  There’s a list of kosher IMEI #’s here".

• You may have used up your minutes package. 
  For Xtra plans you could check online in your account. See here for instructions under the Specific Plan Changes dropdown or contact us.

• The mic or speaker may be broken.
• You could bring the phone in and we will see if we can fix it for you.

• If the phone battery is low, it may cause the call to get disconnected. Charge the battery and see if the issue persists.
• If you have a 2G phone you may need to upgrade to a 3G phone. 
  [In some locations it is the opposite problem; 3G is weak and it is better to put the phone on 2G only]
• Try to connect manually to a network:
  Go to Network settings/Connections and manually select an available network
  > For Xtra plans choose: Cellular Israel PHI, Cellular Israel Pl, Orange, Hot or Pelephone
  > For US or EU rentals choose any available network until you find one that connects.

• Ensure you are dialing correctly. Check here for dialing instructions.
  Note: Direct plans (Hot Mobile sim) - Only local Israeli SMS is included, even if you have a virtual number.  
• For all texting issues: 
  > Check both incoming and outgoing sms 
  > Get an example of a number that didn’t work (one local and one international) and when it didn’t work 
  > Contact our technical support team.

There is a new security thing Google is starting to implement. They are limiting access to Gmail. This means that access to Gmail from a TCL phone might not work.

Here is a fix we suggest doing that might help:

• Go to https://myaccount.google.com/apppasswords
• You may need to Sign in to your Google Account.
• If you don't have this option, it might be because:
  • 2-Step Verification is not set up for your account (2FA MUST be set up for this to work!). 
  • 2-Step Verification is only set up for security keys.
  • Your account is through work, school, or other organization.
  • You turned on Advanced Protection (Must be turned off).
• Enter a name for their app (we recommend calling it TCL).
• Click Create.
• Copy the password that will show in the pop-up. The app password is the 16-character code.
  
• Click Done.
  Tip: Most of the time, you'll only have to enter an app password once per app or device. However, It's very important to understand that these app passwords can only be viewed once. After clicking DONE, you won't be able to view the password again, which is why it's important to copy the password and use it immediately. We would suggest not clicking DONE until you know the app password works for the app or service you want to connect to your Gmail.

Once a App password is created:

Next, you should try signing in to the email on their phone, and instead of their usual password, they should use this new 16-character password.

If it doesn't work, please try:
Selecting Other rather than Gmail in the email app when signing in and use the app password instead of the regular password.

Please note: when entering a gmail address, it opens a browser and tries to do a regular google login, when this happens, you need to press back to get back to the app and enter the app password