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Gabb Phone 4 Troubleshooting

Learn how to set up your Gabb Phone 4, transfer numbers, pair with the MyGabb app, troubleshoot texting, calling, and GPS issues, manage apps, enable Safe Zones, and ensure safe messaging and video calls for your child.

Updated over a week ago

Gabb Phone Pro troubleshooting overview 📋

Having issues with your Gabb Phone 4? We can help! This article covers some common troubleshooting issues for the Gabb Phone 4.

Setup your Gabb Phone 4 ⚙️

Transfer existing Gabb Phone number to a new Gabb device

You can transfer your child’s existing Gabb phone number from one Gabb device to another. This is done digitally from your Gabb account:

  1. Go to our activation portal.

  2. Follow the prompts to transfer your phone number.

‼️ Removing the SIM card is not required to transfer your phone number.

Transfer a phone number from another carrier to new Gabb Phone

To transfer a number from another carrier to your new Gabb Phone, you’ll need a port out/transfer PIN from the other carrier.

➡️ After you get this PIN, contact us to move your existing phone number to your Gabb Phone.

Can't set up Gabb Phone with MyGabb app

➡️ If your Gabb Phone isn’t listed in the MyGabb app, skip to Step 5.

  1. Log out of the MyGabb app on your (parent's) smartphone, then log back in.

  2. Tap Manage, then tap on your Gabb Phone 4.

  3. Tap Manage Profile.

  4. Scroll to the bottom of the page, then tap Remove Device > Remove.

  5. Log out of and uninstall the MyGabb app on your smartphone.

  6. Download the MyGabb app on your smartphone, then log in.

    1. Apple App Store

    2. Google Play Store

  7. Turn your Gabb Phone off, then back on.

  8. Attempt to set up your Gabb Phone again.

Files not restoring from Gabb Cloud

To restore files from Gabb Cloud, log out of your child’s Gabb ID app on their Gabb Phone 4, then log back in. You’ll need to log in to the Gabb ID that was being used when the previous backup occurred.

Need to reset the password on your child’s Gabb account? Here’s how:

  1. Connect your Gabb Phone to WiFi. 🛜

  2. Log in to your Gabb account.

  3. Tap View Details next to the profile that needs the password reset.

  4. Tap Change Password under your child’s name.

  5. Enter the new password, then tap Save.

MyGabb app setup troubleshooting 📲

Setup

Follow these steps to set up your Gabb Phone 4 to the MyGabb app:

  1. Open the MyGabb app on your Gabb Phone.

  2. Tap Set up now on the popup.

  3. Follow the prompts to set up your Gabb Phone.

Remove

To remove your Gabb Phone 4 Pro from the MyGabb app, sign out of the Gabb ID app on the Gabb Phone.

Phone is frozen/locked/won't turn on ❄️

Phone is frozen

If your Gabb Phone 4 is frozen, press the power button and volume down button at the same time for 10 seconds to restart the phone.

Forgot phone PIN/password

If your child forgot their phone PIN or password, please contact us so that we can help unlock your Gabb Phone 4.

‼️ We recommend adding both a PIN & a fingerprint once the device is unlocked.

Phone won't charge or turn on

If your Gabb Phone 4 won't turn on, follow these steps:

  1. Insert the battery: Make sure the battery is inserted correctly. The gold contacts on the battery go in the upper-right corner, against the gold contacts in the phone.

  2. Charge the phone: Connect the Gabb Phone 4 to a charger and let it charge for 30 minutes. Ensure that the charging cable and adapter are working by testing them with another device.

  3. Force restart the phone: Press and hold the power button for 10-15 seconds to turn the phone off. Press and hold the power button again to turn the phone back on.

  4. Clean the charging port: Gently clean the charging port to ensure it isn't dirty.

  5. Check for physical damage: Inspect the Gabb Phone for signs of physical damage, such as a damaged charging port, which might prevent the phone from turning on.

  6. Try a different charger: If possible, try using a different charging cable and adapter to ensure the issue isn't with the charger.

  7. Remove cases and accessories: Remove any phone case or accessory that might be interfering with the power button or charging port.

If those steps don't work, follow these steps to reset your Gabb Phone 4:

‼️ Resetting your Gabb Phone 4 will erase all data from the phone. Before resetting your phone, back up your phone data with Gabb ID.

  1. Turn the Gabb Phone 4 off.

  2. Press and hold the power button and volume up button until the phone vibrates to open the No command screen.

  3. Press and hold the power button for three seconds, then press the volume up button to open the Select Boot Mode screen.

  4. Use the volume up button to highlight Recovery Mode, then press the volume down button to confirm your selection.

  5. Press the power button.

  6. Press the power button and volume up button at the same time.

  7. Use the volume up and down buttons to select Factory data reset, then press the power button.

Still need help? Please contact Gabb Support.

GPS location not updating 📍

GPS location may not update when your Gabb Phone:

  • Is turned off 📵

  • Has a dead battery 🪫

  • Is in airplane mode ✈️

  • Has a low cell signal 📶

Check to see if any of these are impacting your Gabb Phone 4. If none of those issues are impacting your phone, follow these steps to manually update the GPS location of your Gabb Phone 4:

  1. Log in to the MyGabb app on your smartphone.

  2. Tap on your device.

  3. Tap the Refresh button 🔄 in the bottom-left corner of the map.

GPS location not working troubleshooting steps, as outlined above

GPS location updates automatically every 15 minutes, & you can manually update your child's location at any time.

Texting & calling troubleshooting 📨

‼️ Before troubleshooting issues with texting or calling, make sure your Gabb Phone 4 is active.

Can't send or receive texts or calls

Can't send or receive texts or calls? There are a few things you can try:

First, check your approved contacts list:

  1. Open Gabb Messenger on your (parent's) smartphone.

  2. Tap your child’s profile icon 👤 at the top of the page, then tap Contacts.

  3. Check the Contact Management drop down:

    1. If Parent-Managed is selected, the contact must be added to the approved contacts list before your child can contact them.

      1. Tap the blue plus sign ➕ in the bottom-right corner.

      2. Choose how you want to add the contact:

        1. Create New Contact: Enter contact details manually, then tap Create Contact.

        2. From Child's List: Approve your child's contacts by selecting the contact(s) you want to improve, then tap Approve Selected.

    2. If Child-Managed is selected, your child can add their own contacts to their Gabb Phone 4.

If your Gabb Phone 4 still can't send or receive texts or calls, try the these troubleshooting steps:

  1. Turn your Gabb Phone 4 off.

  2. Remove the SIM card.

  3. Turn the Gabb Phone back on without inserting the SIM card.

  4. Wait until you see an error message, then turn the phone off again.

  5. Insert the SIM card while the phone is still turned off. Make sure you enter it facing the same direction as when you removed it.

  6. Turn your Gabb Phone 4 back on, then wait five minutes to use the phone again.

  7. After five minutes have passed, reset your network settings:

    1. Open the Settings app on your Gabb Phone 4.

    2. Tap System > Reset Options.

    3. Tap Reset WiFi, Mobile, & Bluetooth > Reset Settings.

Can't send/receive texts or calls troubleshooting steps, as outlined above

Delayed texts

Are texts delayed on your Gabb Phone 4? Try these steps:

  1. Open the Settings app on your Gabb Phone.

  2. Tap System > Reset options.

  3. Tap Reset WiFi, mobile, & Bluetooth > Reset Settings.

If you’re still having issues:

  1. Turn your Gabb Phone off.

  2. Take the SIM card out.

  3. Put the SIM card back in

  4. Turn the phone back on.

  5. Reconnect your Gabb Phone to WiFi.

Can't send or receive group texts

Having issues sending or receiving group texts? Follow these steps:

  1. Connect your Gabb Phone 4 to WiFi. 🛜

  2. Log out of Gabb Messenger on the Gabb Phone 4.

  3. Log back in to Gabb Messenger on your Gabb Phone & open it again.

  4. Tap Settings at the bottom of the screen, then tap Troubleshooting.

  5. Tap Sync Settings. 🔄

  6. Make sure that the Group Chat toggle is enabled when composing a message.

If you’re still having issues:

  1. Turn your Gabb Phone off.

  2. Take the SIM card out.

  3. Put the SIM card back in

  4. Turn the phone back on.

  5. Reconnect your Gabb Phone to WiFi.

Can't make or receive calls without WiFi

Can't make or receive calls without WiFi? Try these steps:

  1. Turn your Gabb Phone 4 off.

  2. Take the SIM card out.

  3. Leave the SIM card out for 10 seconds.

  4. After 10 seconds, put the SIM card back in. Make sure you enter it facing the same direction as when you removed it.

  5. Turn your Gabb Phone back on.

Can't make or receive video calls

‼️ Your child will only be able to make or receive Safe Video Calls with contacts who have Gabb Messenger installed on their phone.

  1. Open Gabb Messenger on your (parent's) smartphone.

  2. Tap your child’s profile icon, then tap Controls. 🎛️

  3. Enable the Safe Video Calling toggle.

  4. Open the Gabb Messenger app on your Gabb Phone 4.

  5. Tap Settings.

  6. Tap Troubleshooting > Sync Settings. 🔄

If you’re still having issues:

  1. Turn your Gabb Phone off.

  2. Take the SIM card out.

  3. Put the SIM card back in

  4. Turn the phone back on.

  5. Reconnect your Gabb Phone to WiFi.

Emergency calls only

When your Gabb Phone gives you an error of "emergency calls only" it means that the phone can't establish a strong cellular connection. This may be due to poor cellular coverage or the network being temporarily unavailable.

Follow these steps, one at a time, until your issue is resolved:

  1. Move to an open area with better reception, such as near a window or outdoors.

  2. Make sure you're using the correct SIM card. Use the SIM card that came with your Gabb Phone. Do not remove the SIM card from your old phone and put it in the new one.

  3. Reset your settings:

    1. Open the Settings app.

    2. Tap System.

    3. Tap Reset Options.

    4. Tap Reset WiFi, mobile, & Bluetooth.

    5. Tap Reset Settings.

  4. Reconfigure the MyGabb app:

    1. Log out of the MyGabb app on your (parent's) smartphone.

    2. Force close the MyGabb app.

    3. Uninstall the MyGabb app.

    4. Restart both the Gabb Phone and the parent's smartphone.

    5. Reinstall the MyGabb app on the parent's smartphone.

    6. Log back in to the MyGabb app on the parent's smartphone.

If you're still getting an error of "emergency calls only" please contact Gabb Support.

Third-party apps troubleshooting📱

Third-party app not added to phone

Follow these steps to add a third-party app to your Gabb Phone 4:

  1. Log in to your Gabb account.

  2. Tap Gabb App Store from the left side menu.

  3. Tap on your Gabb Phone 4.

  4. Locate the app you want to download, then tap Add next to the app.

  5. Tap Add App. The app will automatically download to your Gabb Phone 4.

  6. Open the Gabb ID app on your Gabb Phone.

  7. Select Check for Updates to sync your Gabb Phone with the MyGabb app. 🔄 This will load the app onto your Gabb Phone 4.

Check out the Gabb App Store for the full list of available apps.

Third-party app not removed from phone

Did you remove an app from your Gabb Phone 4, but it hasn't been removed yet?Press and hold the app icon, then select Uninstall.

➡️ If the app is still on your Gabb Phone, connect the phone to WiFi and make sure your child is signed in to their Gabb ID app. It may take up to 24 hours for the app to be removed from your child’s phone.

Gabb Phone 4 Troubleshooting FAQs ❓

Can I transfer my phone number to my new phone?

Yes, you can absolutely transfer your phone number to your new Gabb Phone 4. When you go to our activation portal to activate your phone, select the option to transfer your existing Gabb phone number.

My child forgot their unlock PIN for the phone. How do we unlock it?

If your child forgot their unlock PIN for their Gabb Phone 4, you’ll need to contact Support to unlock it.

‼️We recommend adding both a PIN and a fingerprint once the phone is unlocked.

Why isn’t GPS location tracking working?

GPS location tracking may not work when your Gabb Phone 4:

  • Is turned off 🚫

  • Has a dead battery 🪫

  • Is in airplane mode ✈️

  • Has a low cell signal 📶

Check to see if any of these issues are impacting your Gabb Phone. You can also manually refresh the location:

  1. Log in to the MyGabb app on your (parent’s) smartphone.

  2. Tap on your Gabb Phone 4.

  3. Tap the Refresh button 🔄 in the bottom-left corner of the map.

Why can’t my child send or receive texts or calls?

If your child can’t send or receive texts or calls on their Gabb Phone 4 Pro, first check to see if you have parent-managed contacts turned on:

  1. Open the Gabb Messenger app on your (parent’s) smartphone.

  2. Tap your child’s profile icon at the top, then tap Controls.

  3. Tap Contact Management. If the parent-managed slider is active, you must add a contact in the Gabb Messenger for parents app before your child can text or call them.

Having an approved contact list on the Gabb Phone is optional.

How can I add apps to my child’s Gabb Phone 4?

We offer select limited apps for the Gabb Phone 4. To add an app:

  1. Log in to the MyGabb app on your (parent’s) smartphone.

  2. Tap Manage.

  3. Tap on your Gabb Phone 4, then tap Manage Apps.

  4. Browse or search for the app you want to download.

  5. Tap Add > Add App.

  6. Connect your Gabb Phone to WiFi, log in to the Gabb ID app, then tap Check for Updates.

It can take up to 24 hours for the app to be added to the phone.

How do I remove apps from my child’s Gabb Phone 4?

To remove an app from your Gabb Phone 4, press and hold the app icon, then tap Uninstall.

If the app is still on the phone, connect it to WiFi 🛜and make sure that your child is signed in to the Gabb ID app on their phone.

It may take up to 24 hours for the app to be removed from the phone.

Still need help? Please contact Gabb Support!

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