Visual Voicemail Support

Aren’t receiving your visual voicemail notifications? Your phone may need to be re-synced with the voicemail platform which requires you to clear your messages and power cycle your phone.

Not sure if you are missing messages? Leave yourself a voicemail from another device. If it appears, yours is working. If not, here are steps to getting your messages back on track.

Note: If you’d like to save any of your messages, walk through these steps first!

From the device Home screen, tap the Phone app.

Tap Voicemail.

Tap the desired voicemail message, then tap the Share icon.

Choose ‘Add to Notes’ or ‘Save to Files’, then save the voicemail.

To share the voicemail, select a preferred method (e.g., Messages, Mail or AirDrop).

Make note of the file location you selected and ensure you can access your saved messages in that location before going to the steps below.



Once you have saved any messages you wish to save, follow these steps:

  1. From the device, select the Phone icon, then select the Voicemail icon.
  2. Delete ALL messages. Note: See steps above for saving these messages to an alternate location if desired. Messages cannot be recovered in the voicemail platform once deleted.
  3. Select Deleted Messages and select “Clear All” to clear the Deleted Messages from the device.
  4. Once ALL messaged have been deleted from the device, power off the device.
  5. Power the device back on.
  6. After about 2 minutes, select the Phone icon, then select the Voicemail icon. You should receive all the new voicemails that were left for you that you have not yet received.
  7. If you are still having any problems, give these steps one more try.


If you did not receive any New Message indicator, you might have another message saved in a different folder.

  1. Dial into the Voice Mail System by dialing *86 from the device. You will need to enter the passcode when prompted. Note: If you wish to call into the mailbox from another device or phone – you will need to dial the number of the device from that phone. Once you get to the voicemail, you will need to hit the * key. The Voicemail System will then prompt you for the passcode.
  2. Once you login to the mailbox, if you have new messages they will start to play. As soon as a new message starts to play, hit an “8” to skip to the next message. You should skip through all of the new messages to get to saved messages.
  3. Once a saved message plays, hit a “3” to delete. You should delete ALL saved messages. Note: If you wish to save any of these messages, you can use a third-party recording tool such as Automatic Call Recorder (for Apple) to do this.
  4. Once you have deleted all the saved messages, hang up.
  5. Power the device off and then power it back on.
  6. After about 2 minutes, select the Phone icon, then select the Voicemail icon. You should receive all the new voicemails that were left for you that you have not yet received.
  7. Call your phone from another device and leave a new test voicemail. This will verify the voice mail indicator is now working correctly.
  8. If you are still having any problems, give these steps one more try since any saved message could prevent the re-sync from being successful.