"Something Went Wrong" Error Message

Issue Symptom

If you've received this message in TextFree while attempting to log in:

"Something Went Wrong - There may be an issue with your connection. Please try again or visit our help center if you need a hand."

Condition

• Using TextFree mobile to log in

Cause & Resolution 

Before you begin troubleshooting:

• Are you trying to use TextFree while traveling outside the US?
  • If so, this may be the reason you are experiencing issues with the app (learn more.) 
• Are you trying to log into a TextFree account that is currently closed? 
  • If so, you will need to reach out to TextFree Support to reopen your account. 

If you said no to the questions above, please proceed to the steps below to troubleshoot. After each step, try logging into TextFree again to determine the root cause of the issue.

1. Check WiFi connection - TextFree uses your connection and carrier data (if you have a data plan) to function properly, so without a stable connection, you may encounter issues with logging into TextFree.
2. Disconnect VPN and reconnect to WiFi (if applicable) - some common IP addresses associated with a VPN may be blocked which could be causing your login issue (more info)

If you are still unable to log in after establishing a strong WiFi connection while not using a VPN, we recommend disabling WiFi altogether and using your cell data to log in (to determine if the WiFi connection is the issue)

If you're still experiencing issues, we suggest the following troubleshooting steps that we've seen resolve some login issues:

• Turn on Airplane Mode for 2 minutes > Restart Device > Attempt to log in
• Reset Network Settings
• Uninstall & Reinstall TextFree

Important regarding reinstalling the app:

Reinstalling the app will not cause you to lose your number or any messages. You will simply need to log back in to your account after reinstalling, to get your number back.

BEFORE you delete the app and reinstall, make sure you have your login information saved to prevent login issues. 

Check your device's current OS version before uninstalling as our app cannot support older OS versions. See below for details. 

• Android users: The app does not support OS versions below 8.0. Devices below 8.0 will no longer be able to install any new versions of the app from the Google Play Store.
  • Recommended: Upgrade your device's OS to 8.0 and above.
  • For any app version above 8.42 on Android, you will NOT lose your messaging and calling data.
• iOS users: The app does not support OS versions below 15.0. Devices below iOS 15 will no longer be able to install any new versions of the app from the app store.
  • Recommended: Upgrade your device's OS to 15.0 or above to be able to reinstall the app. 
  • For any app version above 11.38 on iOS, you will NOT lose your messaging and calling data.

If you're still experiencing issues with logging into TextFree after working through the steps above, please submit a request and we will assist you.