Troubleshoot iMessage

Troubleshoot your iMessage service if it is slow or you are not receiving texts.

Did you know that using iMessage to send texts, photos and videos to other Apple devices uses your data? If you’re not connected to WiFi and don’t have a data plan, sending iMessages to other Apple devices means you will incur pay-per-use data charges.

To avoid extra data charges, you can enable the “Send as SMS” feature which would allow you to send iMessages as an SMS when data is unavailable. To turn on this feature, go to Settings > Messages > slide the “Send as SMS” toggle to the “ON” position.

Or, you can simply add a data plan and do more of what you love, without having to worry about overage charges. From TELUS My Account you can view your data usage in real-time so you can avoid going over your data and experiencing data overage charges. Visit to view your data usage.

Here is some helpful information on how the iPhone iMessage feature works and how to use it to avoid unexpected data charges.

  • iMessage is Apple's built-in instant messaging (IM) service that let you send messages quickly and easily to anyone else using iMessage on Apple products.
  • iMessage sends messages over WiFi or cellular data when WiFi is unavailable, rather than through traditional SMS. This means, if you do not have a data plan and are not connected to Wi-Fi, you will incur pay-per-use data charges when using iMessage.
  • If you only want to use iMessage in a Wi-Fi connected area, please ensure you turn off iMessage when leaving a WiFi connected area to avoid unexpected data charges.

To turn off iMessage:

  1. Go to Settings on your iPhone.
  2. Select Messages.
  3. Toggle to the off position.

iMessage color bubbles

When Sending a message, you can distinguish between iMessage through the colors of the message:

  • When your text bubble is Green they have been sent using SMS.
  • When your text bubble is Blue they have been sent using iMessage.

Note: If you’ve recently switched from an iPhone to a non-iPhone device (Android) please make sure you’ve deregistered from iMessage so you don’t experience any issues sending or receiving SMS messages.

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