RCS messages not working/ constantly verifying number

[turbopete]

as per subject line really. partner swapped the sim from their old phone to their new phone (same brand of Android phone) which had no issues with rcs messages, but in the new phone its trying to verify the number constantly.

if i go into their google account, the number is correct and verified. tried going through the google help pages and to google tech support and they say it looks like a carrier issue.

anyone know how to fix the problem, or have a contact that can fix the problem, as they use some of the features quite a lot.

Thanks in advance

[MI5]

@turbopete 

Try using the Google message app of Plat store if not already using it.

Never had a problem with that app.

[turbopete]

thats exactly what they are using. i wasnt aware of anything else coming pre installed in android

[MI5]

You didn't say which Android phone and yes, branded devices use their own apps for messaging.

[turbopete]

both were/are motorola

[MI5]

I'd uninstall updates and re-update it make sure it's the latest version that's installed.

[turbopete]

i did an update on it at the weekend for them and it made no difference, and id assume it was the most recent version

[MI5]

@turbopete 

Do they still have the old phone, or another phone to try the sim in?

If so, put the sim back in it and if RCS works, it's a setting or app issue with the new phone.

If not, the next step would be get a new sim, but come back with the results of that test first.

[turbopete]

only phones we have are ones used by other family members. the old one is DOA. might have to go to the o2 shop to get sorted. at least they should have something they can try the sim in, if thats whats required

[MI5]

That seems like the obvious thing to do then @turbopete 

Just check first that the Google Play Services app is up to date too.