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Gabb Phone Pro Troubleshooting

Troubleshoot your Gabb Phone 4 Pro or 3 Pro. Learn how to activate, transfer numbers, pair with MyGabb, fix texting, calling, GPS, video calls, and app issues, restore files from Gabb Cloud, manage Safe Zones, and resolve frozen or locked devices.

Updated this week

Troubleshooting overview 📋

Having issues with your Gabb Phone 4 Pro or Gabb Phone 3 Pro? We can help! This article covers some common troubleshooting issues for the Gabb Phone Pro.

How to activate & set up Gabb Phone Pro ⚙️

Transfer existing Gabb Phone number to new device

You can transfer your child’s 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 4 Pro, 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 new Gabb Phone.

Can't set up Gabb Phone with the MyGabb app

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

  1. Log out of the MyGabb app, then log back in.

  2. Tap Manage, then tap on your device.

  3. Tap Profile.

  4. Scroll down, then tap Unpair Device.

  5. Log out of and uninstall the MyGabb app

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

  7. Open the MyGabb app on the Gabb Phone.

  8. Tap Show QR Code. You’ll see a QR code on the Gabb Phone’s screen.

  9. Use the camera on your (parent's) smartphone to scan the QR code on the Gabb Phone.

  10. Follow the prompts in the MyGabb app on your (parent's) smartphone to complete the setup process.

Files not restoring from Gabb Cloud

To restore files from Gabb Cloud, log out of your child’s Gabb ID app from their Gabb Phone Pro, then log back in. You’ll need to sign 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 the child’s name.

  5. Enter the new password, then tap Save.

Phone is frozen/locked ❄️

Phone is frozen

If your Gabb Phone 4 Pro or 3 Pro is frozen, press the power button and volume down button at the same time for 10 seconds to restart the phone.

Forgot PIN/password

If your child forgot their phone PIN or password, please reach out to Gabb Support. Make sure your Gabb Phone is connected to WiFi 🛜 when you call so we can unlock the device remotely. It can take up to an hour for the device to be unlocked.

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

Phone won't turn on

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

  1. Charge the phone: Connect the Gabb Phone 4 Pro 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.

  2. 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.

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

  4. 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.

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

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

Too many incorrect attempts to log in

When a Gabb phone is locked after multiple incorrect attempts, it will typically enter a lockout period. This lockout period can last up to 21 hours, and cannot be bypassed, even by Customer Support.

MyGabb app

Setup with MyGabb

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

  1. Update the MyGabb app on your (parent's) phone in the Apple App Store or Google Play Store.

  2. Activate your Gabb Phone 4 Pro in our activation portal.

  3. Turn your Gabb Phone 4 Pro off, then back on.

  4. Connect the Gabb Phone to WiFi. 🛜

  5. Log in to your child's Gabb ID on the Gabb Phone. The Phone will automatically be set up in the parent's MyGabb app.

Remove from MyGabb

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

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.

Follow these steps to manually update the GPS location of your Gabb Phone 4 Pro:

  1. Make sure that your Gabb Phone is:

    1. Turned on 🟢

    2. Charged 🔋

    3. Has at least three bars of cell service 📶

  2. Log in to the MyGabb app from your (parent's) smartphone. Update the app in your app store, if necessary.

  3. Verify that Location Monitoring is turned on:

    1. Open the MyGabb app on your (parent's) smartphone.

    2. Tap Manage.

    3. Tap on your Gabb Phone 4 Pro.

    4. Tap Profile.

    5. Expand the Location Monitoring section.

    6. Toggle Enable on.

    7. Set your update frequency, start time, and end time.

    8. Tap Save Changes.

  4. 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. To get a real-time location update, tap the Refresh button 🔄 in the bottom-left corner of the map in the MyGabb app.

👉 If the location still isn't updating, remove the Gabb Phone 4 Pro from the MyGabb app, then set it up again.

Not receiving texts or calls 📨

‼️ Before troubleshooting issues with texting or calling, make sure your Gabb Phone Pro 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, reset the network settings:

  1. Log in to your Gabb account to verify that the device is active.

  2. Turn the Gabb Phone Pro off, remove the SIM card, wait 30 seconds, reinsert the SIM card, then turn the phone back on.

  3. Connect your Gabb Phone to WiFi. 🛜

  4. Open the Settings app on your Gabb Phone.

  5. Tap General Management.

  6. Tap Reset > Reset WiFi, mobile, and Bluetooth.

Then, review the approved contact list:

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

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

  3. Tap Contact Management.

    1. If the Parent-Managed slider is active, either:

      1. Tap Approved Contact List, then add the contact to the approved contacts list.

      2. Disable the toggle to allow your child to contact someone not in the approved contacts list.

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

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.

Delayed texts

Are text messages to your Gabb Phone Pro delayed? Follow these steps:

  1. Connect your Gabb Phone 4 to WiFi. 🛜

  2. Open the Settings app on your Gabb Phone.

  3. Tap General Management.

  4. Tap Reset > Reset network 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

Can't send or receive group texts? Try these steps:

  1. Connect your Gabb Phone to WiFi. 🛜

  2. Log out of Gabb Messenger on your Gabb Phone, then log back in.

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

  4. Tap Settings at the bottom of the screen.

  5. Tap Troubleshooting > Sync Settings.

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

Follow these steps if you can't make or receive calls without WiFi:

  1. Turn your Gabb Phone off.

  2. Take out the SIM card while the Phone is off. Leave the SIM card out for 10 seconds.

  3. After 10 seconds, put the SIM card back in.

    1. ‼️ Make sure you enter it facing the same direction as when you removed it.

  4. Turn your Gabb Phone back on.

  5. Reconnect your Gabb Phone to WiFi. 🛜

Can't make or receive video calls

‼️ Your child will only be able to make or receive app-to-app Safe Video Calls with a contact who has Gabb Messenger installed on their phone.

  1. Connect your Gabb Phone 4 to WiFi 🛜.

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

  3. Tap on your child’s profile icon, then enable the Safe Video Calling toggle.

  4. Open Gabb Messenger on your Gabb Phone 4 Pro.

  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.

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

Third-party apps 📱

Can't download third-party apps

Can't download third-party apps? You can only download third-party apps from Gabb App Management if you’re on our Advanced service plan. The Advanced plan starts at $34.99 a month.

➡️ Here’s how to upgrade to the Advanced plan:

  1. Log in to your Gabb account.

  2. Tap View Details next to your Gabb Phone.

  3. Scroll down to the Device Information section, then tap Manage Plan.

  4. Select the Advanced plan, then tap Continue.

  5. Review the Plan Change Summary, then tap Confirm Changes.

After you're on the Advanced plan:

  1. Connect your Gabb Phone 4 Pro to WiFi.

  2. Log into your child's Gabb ID.

  3. Log in to the Gabb App Store and verify that the app has been approved by a parent.

  4. Open the Google Play Store on the Gabb Phone.

    1. If the app doesn't appear, search for it in the Google Play Store.

  5. Check to see if there is a software update available.

  6. Turn the Gabb Phone off, then back on.

Still need help? Contact Gabb Support.

Third-party app not added to Phone

Third-party apps are only available to download from the Google Play Store on the Gabb Phone 4 Pro or Gabb Phone 3 Pro, and only if you’re subscribed to the Advanced plan on that device.

➡️ Find out how to upgrade your plan.

After you’ve subscribed to the Advanced plan, follow these steps to add an app to your child’s Gabb Phone 4 Pro:

  1. Log in to the Gabb ID app on the Gabb Phone 4 Pro using your child’s credentials.

  2. Log in to the Gabb App Store using your parent login information.

  3. Browse or search for the app you want to add to your child’s Gabb Phone 4 Pro.

  4. Click Add next to the app’s name.

  5. Click Add App to enable the app on your child’s device and load it into their Google Play Store.

  6. Open the Google Play Store on your child’s Gabb Phone. It may take up to 24 hours for the app to show in the Google Play Store.

  7. Download the app from the Google Play Store on your Gabb Phone 4 Pro.

Third-party app not removed from Phone

To remove a third-party app from your Gabb Phone Pro, press and hold the app icon, then tap 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. It may take up to 24 hours for the app to be removed from your child’s Gabb Phone.

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