Good morning! I love Ringback Tones and I'm happy to help get it working. How did you purchase the tone? If you log into www.vzw.com/myverizon and go to Manage Ringback Tones, does it show it purchased? What is the title and artist for the Ringback Tone?
If you have other Ringback tones, I recommend setting a previous tone, then reset the new tone as 'Default', that will typically force it to play properly.
Let me know the progress so I can assist further, if necessary.
Follow us on Twitter @VZWSupport