I'm not receiving PXT

If you’ve been sent a picture message (MMS) but can’t receive it on your phone, run through this troubleshooting checklist to find a fix.

Try these things first

Restart your phone

Switch your phone off and back on to reset your network connection. This works in a pretty large percentage of cases.

Check for outages

Check the Network Status page to see if there are any known network issues that might be causing the problem.

Check coverage

Use the Coverage Checker to make sure you’re in a Vodafone coverage area. The Coverage Checker will also indicate if the signal there is strong enough for indoor and outdoor usage, or outdoor usage only.

If you’re in a covered area but have very low or no coverage bars, or your phone displays SOS, no service or emergency calls only, run through our troubleshooting guide for some additional tips.

Then try these things

Mobile data

Your phone’s mobile data will need to be switched on and working to receive a PXT.

To check it's working, make sure Wi-Fi is switched off, then open your phone’s web browser and see if you can load a web page.

PXT settings

Make sure your phone’s PXT settings are correct. If you need to set up picture messaging from scratch, you can use our mobile configurator.

Note: If you’re using an iPhone you can ignore the above but make sure your PXT service is enabled by heading to Settings > Messages and checking that MMS Messaging is on.

Try making a call

This’ll check whether it’s an issue with your whole service or just your messaging.

Send yourself a PXT

This'll see if the problem is just with receiving or with sending too.

Check the number

Make sure the sender is entering your number correctly.

If they're trying to send you a PXT from overseas, they'll need to enter it in international format. Eg. if your number was 0426320000 they'd enter:

+ The exit code
61 The country code for Australia
426320000 The number with the '0' removed

Putting it all together, they'd enter +61426320000

International PXT

Is the sender with an overseas provider?

If they’re with one of the providers listed on our support page, the PXT should be delivered straight to your phone and be viewable within your phone’s messaging app. If they’re with another network, you’ll probably get a TXT with a link to view the message on their website.

International roaming

Are you overseas? Check out the international roaming troubleshooting guide for some additional things to check.

Blocked contacts/spam settings

Are you having trouble receiving PXT from specific numbers? If your phone has a blocked numbers/spam list or you're using an app with these features, make sure they haven’t been added to it.

Free up space

Is your phone’s message storage full?

This’ll stop you from getting new messages so delete any old messages you no longer need.

Sender’s phone/network

Can you get PXT from other numbers?

If you can, it might be a problem with the sender’s phone, SIM or network. If they’re having trouble with PXT, get them to troubleshoot the issue with their provider.

Roaming

Are you using your phone outside Australia? The overseas provider you’re roaming with will need to have a data roaming agreement with Vodafone so you can get PXT. You can check this in our roaming pages.

Switched from iPhone?

If you’ve moved to a non-Apple phone and you’re not getting messages from iPhone users, make sure you’ve switched off iMessage.

iPhones and iMessage

Are both you and the sender using iPhone? If so, the message is likely to have been sent over the internet as an iMessage rather than via MMS.

Make sure your iMessage is on and that both you and the sender have an active internet connection though either mobile data or Wi-Fi. If you need further help, check out Apple’s iMessage troubleshooting guide.

Regional coverage areas

Are you connected to our regional network and using an Android or Windows phone?

You may need to activate data roaming so you can access the web and use picture messaging. Check our interactive user guides for instructions.

Note: If your device says it’ll cost extra to use data roaming, ignore it. This only applies to using data overseas while on international roaming.

Phone capability

Some older phones can’t PXT. If you’re using an older model phone and aren’t sure if it can, check its user guide (you may be able to find it online using a web search) or get in touch with the manufacturer.

Age of the PXT

Was your phone off for several days or more when the PXT was sent? PXT expire if they're not retrieved within a certain a period of time. See our support article for more info.

Try a different device

Try your SIM card in another phone. If it works, this indicates there’s something wrong with your phone. If it doesn’t work, it’s likely to either be related to the network or your account.

Some other things you can try

Network selection

Check that your phone is set to automatically select a network.

Network mode

Try switching your phone’s network mode to 2G or 3G only to see if this lets you send a message. If it doesn’t make any difference, remember to switch it back to auto mode when you’re done.

Software/device issues

Issues with your phone’s software can affect its ability to send PXT. If your phone is running slowly or isn’t performing how you’d expect, here are some things to try:

  • Check it there’s a software update available for your phone. Software updates often contain bug fixes for performance issues so installing the latest update may fix the problem
  • If no update is available, try backing it up and restoring it to factory settings. You’ll find instructions to restore factory settings on many phones in our interactive user guides

Next steps

If you've checked everything above and are still having trouble with your service, get in touch. If you’re able to provide the following, it’ll help us investigate:

  • Your device model
  • The street address/es where the problem is happening
  • The time and date the issue first started (state if it’s AM/PM, and to the closest minute if you can)
  • Do you know of any other Vodafone users that are experiencing the same problem in your area?
  • Any other information that you think could be helpful

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