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In a connectivity-driven world, knowing how to do basic troubleshooting

can help you get out of your mobile phone problem immediately.

Choose the type of account:

Postpaid

I can’t send text

1. Restart your mobile phone by turning it off and on.


2. Switch off your mobile phone and remove the SIM and battery pack for about 30 seconds, then return it to refresh the network connection.


3. Make sure airplane mode is turned off.


4. Check your phone settings. Message Center number should be +639170000130. Message inbox memory should not be full.


5. For sending an international text, check the correct country code and phone number format. Correct format should be "+" country code + are code/access code + phone number.


6. For sending text within the Philippines, please check your recipient number. Format should be the 11-digit number. Example: 09171234567


7. Insert your SIM card into another phone (it can be a Globe-issued phone or an open line phone). If your Globe SIM gets to send a text, your phone may be defective. Please have it checked at an authorized service center near you.


8. Insert a different Globe SIM card to your own phone. If the other Globe SIM gets to send a text, your SIM card may be defective and may be subject for replacement. If found defective, you can go to the nearest Store to replace your SIM. Don't worry, your number will be retained.


Remember, Globe will never ask for your One-Time Pins or surrender your SIM. For your protection, please do not share this sensitive information to anyone.


If you’re still experiencing the same issue after performing these troubleshooting steps, send us a message.

I can’t receive text

1. Restart your mobile phone by turning it off and on.


2. Switch off your mobile phone and remove the SIM and battery pack for about 30 seconds, then return it to refresh the network connection.


3. Make sure airplane mode is turned off.


4. Check your phone settings: Message Center number should be +639170000130. Message inbox memory should not be full. Delete some messages.


5. Please check sender number format. It should be 11-digit number or "+ or 00" + country code +area/access code + number.


Examples: 09171234567

+639171234567

00639171234567


6. Insert your SIM card into another phone (it can be a Globe-issued phone or an open line phone). If your Globe SIM gets to receive a text, your phone may be defective. Please have it checked at an authorized service center near you.


7. Insert a different Globe SIM card to your own phone. If the other Globe SIM gets to received a text, your SIM card may be defective and may be subject for replacement. If found defective, you can go to the nearest Store to replace your SIM. Don't worry, your number will be retained.


Remember, Globe will never ask for your One-Time Pins or surrender your SIM. For your protection, please do not share this sensitive information to anyone.


If you’re still experiencing the same issue after performing these troubleshooting steps, send us a message.

I can’t make calls

1. Restart your mobile phone by turning it off and on.


2. Switch off your mobile phone and remove the SIM and battery pack for about 30 seconds, then return it to refresh the network connection.


3. Make sure airplane mode is turned off.


4. Check your phone settings. Call Barring should not be active and Fixed Dialing should be deactivated.


5. If you’re trying to dial an international number, check if you're using the correct country code and phone number format.


Note: Correct Dialing procedure "+" country code + area code/access code + phone number. Example for USA: +1 907 1234567.


6. If you’re calling a toll number, check if the number is part of the Toll number series.

Toll Number SeriesEmbassy Number
1800-801-900-101-8888
1800-811-900-101-7777
1800-821-900-101-2200
1800-831-900-101-3456
1800-841-900-101-4545
1800-851-900-101-1919
1800-861-900-101-3333
1800-871-900-101-0011
1800-881-900-362-2779
1800-891-900-858-4727
1800-9

7. If you’re calling a local mobile or a landline number, kindly check your dialing procedure.


When calling a landline within the Philippines, the dialing procedure should be "area code + landline number" Example: 02-77301000. For mobile number, just dial the 11-digit number. Example: 09171234567


8. Insert your SIM card into another phone (it can be a Globe-issued phone or an open line phone). If your Globe SIM gets to make a call, your phone may be defective. Please have it checked at an authorized service center near you.


9. Insert a different Globe SIM card to your own phone. If the other Globe SIM gets to make a call, your SIM card may be defective and may be subject for replacement. If found defective, you can go to the nearest Store to replace your SIM. Don't worry, your number will be retained.


Remember, Globe will never ask for your One-Time Pins or surrender your SIM. For your protection, please do not share this sensitive information to anyone.


10. It’s also possible that the person you're calling may have a problem with their mobile phone settings or network coverage. You may try calling the number again later.


If you’re still experiencing the same issue after performing these troubleshooting steps, send us a message.

I can’t receive calls

1. Restart your mobile phone by turning it off and on.


2. Switch off your mobile phone and remove the SIM and battery pack for about 30 seconds, then return it to refresh the network connection.


3. Make sure airplane mode is turned off.


4. Check your phone settings. Call Barring should not be active and Fixed Dialing should be deactivated.


5. Please check the caller dialing procedure. Format should be 11-digit number or "+ or 00" + country code +area/access code + number.


Examples: 09171234567

+639171234567

00639171234567


6. Insert your SIM card into another phone (it can be a Globe-issued phone or an open line phone). If your Globe SIM gets to receive a call, your phone may be defective. Please have it checked at an authorized service center near you.


7. Insert a different Globe SIM card to your own phone. If the other Globe SIM gets to receive a call, your SIM card may be defective and may be subject for replacement. If found defective, you can go to the nearest Store to replace your SIM. Don't worry, your number will be retained.


Remember, Globe will never ask for your One-Time Pins or surrender your SIM. For your protection, please do not share this sensitive information to anyone.


If you’re still experiencing the same issue after performing these troubleshooting steps, send us a message.

I can’t connect to the internet

1. Restart your mobile phone by turning it off and on.


2. Switch off your mobile phone and remove the SIM and battery pack for about 30 seconds, then return it to refresh the network connection.


3. Make sure airplane mode is turned off.


4. Manually set your phone's preferred network type to LTE/3G/2G (Auto). Go to phone settings, choose mobile network then set preferred network type.


5. Insert your SIM card into another phone (it can be a Globe-issued phone or an open line phone). If you will be able to connect to the internet, your phone may be defective. Please have it checked at an authorized service center near you.


6. Insert a different Globe SIM card to your own phone and check if it will get signal. If the other Globe SIM gets to connect to the internet, your SIM card may be defective and may be subject for replacement. If found defective, you can go to the nearest Store to replace your SIM. Don't worry, your number will be retained.


Remember, Globe will never ask for your One-Time Pins or surrender your SIM. For your protection, please do not share this sensitive information to anyone.


If you’re still experiencing the same issue after performing these troubleshooting steps, send us a message.

I have no signal

1. Try to restart your mobile phone by turning it off and on.


2. Try to switch off your mobile phone and remove the SIM and battery pack for about 30 seconds, then return it to refresh the network connection.


3. Make sure airplane mode is turned off.


4. Manually set your phone's preferred network type to LTE/3G/2G (Auto). Go to phone settings, choose mobile network then set preferred network type.


5. Insert your SIM card into another phone (it can be a Globe-issued phone or an open line phone). If your Globe SIM gets a signal, your phone may be defective. Please have it checked at an authorized service center near you.


6. Insert a different Globe SIM card to your own phone and check if it will get signal. If the other Globe SIM gets a signal, your SIM card may be defective and may be subject for replacement. If found defective, you can go to the nearest Store to replace your SIM. Don't worry, your number will be retained.


Remember, Globe will never ask for your One-Time Pins or surrender your SIM. For your protection, please do not share this sensitive information to anyone.


If you’re still experiencing the same issue after performing these troubleshooting steps, send us a message.

I can’t register to promos

1. There are many reasons why you might have trouble registering to a promo. Perhaps your subscription cannot be processed at the moment because of the number of users currently registered to the promo. We suggest you try again at a later time.


2. You might already be registered to the promo, and an error just occurred when receiving the confirmation message. 


When registering to a promo, we suggest that you download and use the GlobeOne app at so you can check your promo subscription status.


3. There are some promos that cannot be active at the same time. Please wait for your current subscription to expire before registering again.


4. There are Globe promos that are available to Prepaid users only. Check first if the promo is available to all Postpaid customers. To check out our newest promos, check the GlobeOne app at , or visit our FAQs section at https://www.globe.com.ph/prepaid.html


5. You might have entered an incorrect promo registration keyword when you subscribed via 8080. Kindly send the right keyword to the right access number. To know the correct keywords and other info visit  www.globe.com.ph/help.


If you’re still experiencing the same issue after performing these troubleshooting steps, send us a message.

Prepaid

I can’t send text

1. Restart your mobile phone by turning it off and on.


2. Switch off your mobile phone and remove the SIM and battery pack for about 30 seconds, then return it to refresh the network connection.


3. To text, you need to have enough load or registered to a text promo. To reload or register to a promo, you may visit the GlobeOne app or https://www.globe.com.ph/prepaid/promos to know which promos you can register to.  Make sure you have at least P1.00 for local texts or at least 10 pesos for international texts.


4. If you don’t have enough prepaid balance, please reload your prepaid account or register to a text promo before making an outgoing text. To reload or register to a promo, you may visit the GlobeOne app


5. Make sure airplane mode is turned off.


6. Check your phone settings. Message Center number should be +639170000130. Message inbox memory should not be full.


7. If you’re trying to send an international text, check that you're using the correct country code and phone number format. Correct format should be "+" country code + are code/access code + phone number.


8. If you’re trying to send a text within the Philippines, please check your recipient number. Format should be the 11-digit number. Example: 09171234567


9. Insert your SIM card into another phone (it can be a Globe-issued phoneor an open line phone). If your Globe SIM gets to send a text, your phone may be defective. Please have it checked at an authorized service center near you.


10. Insert a different Globe SIM card to your own phone. If the other Globe SIM gets to send a text, your SIM card may be defective and may be subject for replacement. You can go to the nearest Store to replace your SIM. Don't worry your number will be retained.


Remember, Globe will never ask for your One-Time Pins or surrender your SIM. For your protection, please do not share this sensitive information to anyone.


If you’re still experiencing the same issue after performing these troubleshooting steps, send us a message.

I can’t receive text

1. Restart your mobile phone by turning it off and on.


2. Switch off your mobile phone and remove the SIM and battery pack for about 30 seconds, then return it to refresh the network connection.


3. Make sure airplane mode is turned off.


4. Check your phone settings: Message Center number should be +639170000130. Message inbox memory should not be full. Delete some messages


5. Please check the sender number format. It should be 11-digit number or "+ or 00" + country code +area/access code + number.


Examples: 09171234567

+639171234567

00639171234567


6. Insert your SIM card into another phone (it can be a Globe-issued phone or an open line phone). If your Globe SIM gets to receive a text, your phone may be defective. Please have it checked at an authorized service center near you.


7. Insert a different Globe SIM card to your own phone. If the other Globe SIM gets to receive a text, your SIM card may be defective and may be subject for replacement. You can go to the nearest Store to replace your SIM. Don't worry your number will be retained.


Remember, Globe will never ask for your One-Time Pins or surrender your SIM. For your protection, please do not share this sensitive information to anyone.


If you’re still experiencing the same issue after performing these troubleshooting steps, send us a message.

I can’t make calls

1. Restart your mobile phone by turning it off and on.


2. Switch off your mobile phone and remove the SIM and battery pack for about 30 seconds, then return it to refresh the network connection.


3. To make a call, you need to have enough load or registered to a call promo. To reload or register to a promo, you may visit the GlobeOne app or  https://www.globe.com.ph/prepaid/promos to check call promos you can register to.  Make sure you have at least P7.50 for local calls or at least P20 for international calls.


4. If you don’t have enough prepaid balance, please reload your prepaid account or register to a call promo before making an outgoing call. To reload or register to a promo, you may visit the GlobeOne app.


5. Make sure airplane mode is turned off.


6. Check your phone settings. Call Barring should not be active and Fixed Dialing should be deactivated.


7. you’re trying to dial an international number, check that you're using the correct country code and phone number format.


Note: Correct Dialing procedure "+" country code + area code/access code + phone number. Example for USA: +1 907 1234567.


8. If you’re calling a toll number, check if the number is part of the Toll number series.

Toll Number SeriesEmbassy Number
1800-801-900-101-8888
1800-811-900-101-7777
1800-821-900-101-2200
1800-831-900-101-3456
1800-841-900-101-4545
1800-851-900-101-1919
1800-861-900-101-3333
1800-871-900-101-0011
1800-881-900-362-2779
1800-891-900-858-4727
1800-9

9. If you’re calling a local mobile or a landline number, kindly check your dialing procedure.


When calling a landline within the Philippines, the dialing procedure should be "area code + landline number" Example: 02-77301000. For mobile number, just dial the 11- digit number. Example: 09171234567


10. Insert your SIM card into another phone (it can be a Globe-issued phone or an open line phone). If your Globe SIM gets to make a call, your phone may be defective. Please have it checked at an authorized service center near you.


11. Insert a different Globe SIM card to your own phone. If the other Globe SIM gets to make a call, your SIM card may be defective and may be subject for replacement. You can go to the nearest Store to replace your SIM. Don't worry your number will be retained. 


Remember, Globe will never ask for your One-Time Pins or surrender your SIM. For your protection, please do not share this sensitive information to anyone.


12. It’s also possible that the person you're calling may have a problem with their mobile phone settings or network coverage. Try calling again later.


If you’re still experiencing the same issue after performing these troubleshooting steps, send us a message.

I can’t receive calls

1. Restart your mobile phone by turning it off and on.


2. Switch off your mobile phone and remove the SIM and battery pack for about 30 seconds, then return it to refresh the network connection.


3. Make sure airplane mode is turned off.


4. Check your phone settings. Call Barring should not be active and Fixed Dialing should be deactivated.


5. Please check the caller dialing procedure. Format should be 11-digit number or "+ or 00" + country code +area/access code + number.


Examples: 09171234567

+639171234567

00639171234567


6. Insert your SIM card into another phone (it can be a Globe-issued phone or an open line phone). If your Globe SIM gets to receive a call, your phone may be defective. Please have it checked at an authorized service center near you.


7. Insert a different Globe SIM card to your own phone. If the other Globe SIM gets to receive a call, your SIM card may be defective and may be subject for replacement. You can go to the nearest Store to replace your SIM. Don't worry your number will be retained.


Remember, Globe will never ask for your One-time Pins or surrender your SIM. For your protection, please do not share this sensitive information to anyone.


If you’re still experiencing the same issue after performing these troubleshooting steps, send us a message.

I can’t connect to the internet

1. Restart your mobile phone by turning it off and on.


2. Switch off your mobile phone and remove the SIM and battery pack for about 30 seconds, then return it to refresh the network connection.


3. Please check your prepaid balance. You can do that via the GlobeOne app available to download from Google Play or App Store. You can also check your balance by dialing *143# for FREE on your Globe mobile phone. Minimum balance is 5.00.


4. To access the internet, you need to have enough load or registered to a data promo. To reload or register to a promo, you may visit the GlobeOne app.


5. Make sure airplane mode is turned off.


6. Manually set your phone's preferred network type to LTE/3G/2G (Auto). Go to phone settings, choose mobile network then set preferred network type.


7. Insert your SIM card into another phone (it can be a Globe-issued phone or an open line phone). If you will be able to connect to the internet, your phone may be defective. Please have it checked at an authorized service center near you.


8. Insert a different Globe SIM card to your own phone and check if it will get signal. If the other Globe SIM gets to connect to the internet, your SIM card may be defective and may be subject for replacement. You can go to the nearest Store to replace your SIM. Don't worry your number will be retained.


Remember, Globe will never ask for your One-Time Pins or surrender your SIM. For your protection, please do not share this sensitive information to anyone.


If you’re still experiencing the same issue after performing these troubleshooting steps, send us a message.

I have no signal

1. Restart your mobile phone by turning it off and on.


2. Switch off your mobile phone and remove the SIM and battery pack for about 30 seconds, then return it to refresh the network connection.


3. Make sure airplane mode is turned off.


4. Manually set your phone's preferred network type to LTE/3G/2G (Auto). Go to phone settings, choose mobile network then set preferred network type.


5. Insert your SIM card into another phone (it can be a Globe-issued phone or an open line phone). If your Globe SIM gets a signal, your phone may be defective. Please have it checked at an authorized service center near you.


6. Insert a different Globe SIM card to your own phone and check if it will get signal. If the other Globe SIM gets a signal, your SIM card may be defective and may be subject for replacement. You can go to the nearest Store to replace your SIM. Don't worry your number will be retained.


Remember, Globe will never ask for your One-Time Pins or surrender your SIM. For your protection, please do not share this sensitive information to anyone.


If you’re still experiencing the same issue after performing these troubleshooting steps, send us a message.

I can’t register to promos

1. If you have an active promo which you can’t use, check your promo status via the GlobeOne app available to download from Google Play or App Store. You may also do troubleshooting for your concern: call, text, and data.


2. If you can’t register to a promo, perhaps your subscription cannot be processed at the moment because of the number of users currently registered to the promo. We suggest you try again at a later time.


3. You might already be registered to the promo, and an error just occurred when receiving the confirmation message. When registering to a promo, we suggest that you use the GlobeOne app here. You can also check your promo subscription status via the GlobeOne app


4. There are some promos that cannot be active at the same time. Please wait for your current subscription to expire before registering again.


5. Double check if you have enough balance to register to the promo. You can also check your balance by dialing *143# for FREE on your Globe mobile phone. Take note that there are some promos that require maintaining balance. You may visit www.globe.com.ph/help to know which promos have this requirement.


6. There are Globe promos that are available to Postpaid users only and not to Prepaid customers. Check first if the promo is available to all Prepaid customers. To check out our newest promos, download the GlobeOne app, or visit https://www.globe.com.ph/prepaid/promos


7. You might have entered an incorrect promo registration keyword when you subscribed via 8080. Kindly send the right keyword to the right access number. You may check the correct keywords and other info by visiting  www.globe.com.ph/help.


If you’re still experiencing the same issue after performing these troubleshooting steps, send us a message.

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