Being able to add ringtones to your phone should be a fun process, so let's check that out. Do you recall when the last time was that you were able to download a ringtone from the Verizon Tones app? Is the application up to date in the Play Store? Open up Play Store, then tap on the 3 bars in the upper corner, then tap on the "My apps & games" option to see if anything needs updating on your phone (including the VZ Tones app). As for this error 9997 , when exactly does that show up (opening the app, purchasing a ringtone, confirming purchase, downloading the ringtone, etc)?