Most of the time a phone that seems stuck is one that is still being created, and the fix is to wait. Here is how to tell, and what to do in the other cases.
Still provisioning
A new phone shows Provisioning with a progress figure. Setup usually takes a few minutes and can occasionally take longer, because it retries on its own when a step fails. While it retries, the phone cannot be opened or deleted. It ends one of two ways:
- It comes online, and you get a notification.
- It gives up. The charge is refunded automatically, the phone is removed from your account, and a notification says so. Nothing further is needed from you. Create it again; if the region was the problem, try another.
No capacity for this package here
If the app says so when you try to create a phone, every server in that region is full for that package at the moment, and nothing was charged. It is per package and per region, so a smaller package, or a different region, may go through. Today only US East has hardware; other regions are listed but cannot be selected.
It is Offline and Start does nothing
Starting takes a moment, and a tap while the last one is still being carried out gets "operation in progress". Pull down to refresh the state. If the phone stays Offline after a minute, restart the app and try once more, then write to us with the phone's name.
It is Suspended or Expired
Neither is a fault. Suspended means a renewal payment kept failing; fix the payment and the next retry brings the phone back. Expired means the term ended without renewing; renew within the retention window. What the phone's status means covers both.
It is Online but the viewer will not connect
The viewer needs a working connection from your device to the phone's region. Try again on a different network, for example mobile data instead of Wi-Fi, and see The stream is choppy or laggy. If the message is that the phone already has its maximum number of viewers, close it on another device or ask whoever you shared it with.
Still stuck? Write to us and we will answer.