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Visual Voicemail App

I recently changed phones to an unlocked Samsung Galaxy S20 that I purchased directly from Samsung. All my apps transferred easily, except for the Verizon visual voicemail app. It's not available in the google play store. Premium Visual Voicemail has been part of my plan for years. How do I get the app? The uninformed chat reps say it doesn't work with unlocked phones. But the Verizon FAQs say:

Can Visual Voicemail be used with any device?

Visual Voicemail is supported on all smartphones and select basic phones on standard accounts.

ALL SMARTPHONES. Not just smartphones that are purchased through Verizon.

How do I get the app?

Comments

Doggo

Carrier visual voice mail apps have issues with unlocked phones. Samsung includes their own visual voicemail app for the unlocked S20.

Ann154

The FAQs for the Visual Voicemail application is outdated. For example, the Verizon Visual Voicemail application isn't available on the Google Pixel phones either even if those phones were purchased through Verizon Wireless as branded devices. Why? The Google Pixel phones have their own visual voicemail option incorporated into the phone dialer application and doesn't need a separate application. As the other community member noted the unlocked model of the phone you purchased has its own version of a visual voicemail interface already installed on the phone.

Verizon_Support

Hi, lanunz. You have come to us with a great question. The Visual Voicemail app is a perfect place to store all of your voicemails. While we do off the application on all devices, we cannot guarantee that it will be available to Non-VZW devices. We hope this helps clarify. Courtney_VZW

lanunz

That's my point. If it's not available on ALL SMARTPHONES as the FAQ says, then it should say so. People base their buying decisions on what is published on a website. I didn't think I had to question every statement I read on the Verizon website before making my buying decision. Going forward, I most certainly will, and I advise everyone else to do so as well. Verizon cannot be trusted.

lanunz

Then your website should say so.

Ann154

The FAQs are written for Verizon Wireless branded devices. The nature of the BYOD phones can't guarantee exclusive features will work on unlocked unbranded devices. By choosing an unlocked phone, shouldn't you have researched that before purchasing?

bearone21

no, you tried to save money & thought you were getting a truly universal, unlocked phone from samsung.

Susan2020

I recently switched to Verizon a 2nd time and I have an unlocked Samsung device.

Unfortunately, there is no other option than to manage voicemails the old fashion way through dialing *86 with Verizon. It's one of those features we do not get when not owning a Verizon branded device.

Boo.

Verizon_Support

Welcome to Verizon Wireless, Susan. I know how nice it is to be able to use Visual Voicemails on your device. I am sad to say since you do not have a Verizon Wireless device the software is not on the phone to utilize our software. I am glad to hear that you are able to listen to your voicemail. Besides this I hope everything else is well with us? AmberF_VZW

Susan2020

@amberf_vzw

Thanks for responding. Everything else is good so far. Too bad no visual voicemail access.

I remember this working on the native Visual Voicemail app that comes with Samsung device the last time I was with Verizon service on this same device between 2018-Dec 2019 but the past few days when receiving a new voicemail, an error is returned from the Samsung Visual Voicemail app trying to refresh the voicemail inbox.

Error says

"Something went wrong.

We ran into a problem. Try again later.

If there's still a problem, contact Customer Service."

Susan2020

I finally got it to work!

For anyone who recently switched carriers and has an unlocked Samsung device. The native Visual Voicemail app was not working and it kept displaying error every time it tried to refresh the inbox.

"Something went wrong.
We ran into a problem. Try again later.
If there's still a problem, contact Customer Service."

This is how I fixed my issue:

Settings > Apps > Find the voicemail app and select it > Storage >
1. Select "Clear cache"
2. Select "Clear data"

The app has been restored to manufacturer settings as if you just got the device out of the box. Close all applications and relaunch the voicemail app.

1. It will ask you for permissions to access calls, contacts, etc. tap "Continue"
Allow permissions for all the prompts.
2. It will then check your account information. Let it process while it fetches your account.

3. Now you will get the "Welcome to Visual Voicemail" screen. Tap "Continue"

4. Review and accept terms and conditions

5. You'll arrive at the voicemail inbox where it refreshes your inbox with your voicemails!

All is working now. I hope it helps everyone who has been living without Visual Voicemail!

Verizon_Support

Thanks for getting back to us Susan2020. With unlocked devices, there are some Verizon features that are not available. I am sorry about that.

lynn561

I have been on the phone with Verizon for 55 minutes because whenever I try to access my voicemail it tries to set up visual voicemail. Support has no clue how to fix it. Which would be fine, but now whatever this support person did, my phone rings 11 times before going to voicemail. This is so ridiculous. Why is this so hard?

Susan2020

@lynn561
Sorry, that's frustrating. Do you not want Visual Voicemail? Our devices all come with basic visual voicemail, Verizon branded phones or not.

Sometimes, these tech support people don't understand our issues and cause more frustration than help. I would try starting over with a clean slate. Try the steps I shared above and see if that helps.

Ann154

@lynn561

Which phone model do you have? If you are using the Visual Voicemail application to attempt to access your voicemail it will default to wanting to setup visual voicemail. If you just want to dial into your voicemail, you need to dial *86 to access and set up your voicemail (the basic non-visual voicemail version).

lynn561

Spoke with a second person and after an hour and 20 minutes and nothing changed. I have had a prepaid plan for years (much cheaper and works well for me) and I recently "switched plans". Really all I did is update to the same plan under a new name that was $10 less a month for loyalty. Since then everytime I open voice mail it tells me I need to set up visual voice mail but then I get an error.

It really is not a big problem, I just thought I would fix it. Still happens, and verizon wasted my time.

lynn561

I have an unlocked Samsung S8 which is almost 2 years old. Bought from BestBuy because Verizon did not have in stock.

Visual voicemail is not that important. It is just annoying every time I go to voicemail, it puts an extra step in there. This just started happening when I changed to a new plan, which was really the same plan under a different name and included loyalty discount.

lynn561

Thanks for the hint, unfortunately did not work for me.

Susan2020

@lynn561
I see your screens for your S8. I have an unlocked Note 8 which is more than 3 years old. If mine works, yours should too.

Did you clear cache and clear data from the "Visual Voicemail" app so it can go back to factory settings? Your saved voicemails will be retained on the Verizon system. This step just resets the settings for the voicemail app.

After that when you open the voicemail app again, it will tell you to set up. Basic Visual Voicemail is free for all Verizon customers so you can tap that button go through set up. That should work from there forward.

I would not call customer service or tech support. I have never found them to be helpful with things like this.

lynn561

Yes, did not work for me. I cleared cache and data, still same issue. I am done trying to fix not worth getting irritated.

I appreciate your follow up and help. Thank you!

Ann154

@lynn561

Prepaid plans don't support Visual Voicemail for phone other than the iPhone. The iPhone's visual voicemail only works because it is through the Apple servers and iOS and not through the Verizon Wireless servers.

https://www.verizon.com/support/visual-voice-mail-faqs/

If you didn't have a prepaid account, I would have suggested that you setup the visual voicemail with an active 4G or 3G cellular connection instead of Wi-Fi.

Since you are prepaid, I would suggest hiding or disabling the visual voicemail application so it isn't on your home screens. To access the voicemail system, you will need to dial the *86 number. You can't use the voicemail application to access the basic non-visual voicemail.

Verizon_Support

Lynn561,

This is not the experience we want for you. We are here to help. Is the phone still ringing excessively?

ColinH_VZW

Ayersey

Galaxy app store has a voicemail app that does the same thing...

Susan2020

@Ayersey
this one?

Screenshot_20200831-172748_Galaxy Store.jpg

Dinoveriz

Well I have a Verizon phone, Note 9, and the VVm app doesn't work on mine either. So yeah, Verizon can't be trusted.

Funny thing is, it USED to work on this phone until I had to do a factory reset. Want to know why I did the reset? Bc there's a bug in one of the updates that doesn't allow you to use fingerprint ID without your phone restarting itself repeatedly and constantly. A VZW rep figured it out himself.

So.....Verizon doesn't know jack about diddly. Watch YouTube instructional videos instead.

Verizon_Support

Hearing that you are not able to use a function on your device that you used to concerns us, Dinoveriz. As phone users ourselves, we know how important some features are. Please allow us the opportunity to look into this matter to seek a resolution for your issue. Can you please send us a Private Message?

djvictor691

Agree totally. Why isn't it a simple matter of downloading an app and it working? I'd like someone to actually explain it to me, don't just give me a dismissive answer please. I bought a Sony Xperia 5 because I refuse to buy Samsung products. What are the technical reasons I can't install Verizon Visual Voicemail on my phone?

Ann154

As already noted elsewhere in this thread or elsewhere in the community forum, the Verizon Visual Voicemail application is only available on Verizon Wireless branded phone models. Even then not all phones sold by Verizon Wireless have the ability to install the visual voicemail application. Some phones like the Apple iPhone models and the Google Pixel phones have their own version of a visual voicemail interface included with the OS. The unlocked models may or may not have a similar option. Some of the Android phones that aren't Google Pixels have incorporated the same visual voicemail feature on the Pixels and the Android OS into their phones.

Personally I would prefer a visual voicemail interface that isn't confined to a carrier or a specific phone operating system.

beezjr

Actually when purchasing the new phone, I had selected the verizon note 20 ultra and Samsung website changed it to unlocked saying it worked for Verizon. I could not select the verizon one. Tried to many times. Now I have this unlocked phone, new out of the box. And you're telling us it cannot have the verizon visual voicemail app. That's crazy.

Susan2020

@beezjr
Samsung should have a native visual voicemail app on their phones which you should be able to set up and use. I have an unlocked Samsung phone and that's what I use. Unlocked phones will not have apps that are made for Verizon branded devices. It has always been like this.

AnnoyedByVMM

I have two identical BYOD, unlocked Galaxy A51 5G phones on the same account purchased two days ago. One of the phones prompted to setup VVM, the other is not working. I had a similar issue switching to a NEW Verizon purchased Motorola Turbo phone, the last time I replaced phones. Verizon could not figure out the issue; neither in store or support line. The solution I found was to remove and re-add the problematic phone to the account; this worked. It seems VMM is problematic no matter how one goes about it.

AnnoyedByVMM

As a follow-up to my last, I've have a solution to the VMM on Samsung. The Visual Voice Mail app comes from the Galaxy Store, not Google or other. However, it cannot be found by search. Going to app list in phone settings, I found that the App Info option took me to the Samsung Store, from which I could share a link to the App in the App Store. This allowed setup on my second phone. Link to app, in case someone needs it directly is the following: https://apps.samsung.com/appquery/appDetail.as?appId=com.samsung.vvm&cId=000005061850

Hopefully this will save someone time and hassle.

Verizon_Support

That is not the experience we want anyone to have with the Visual Voicemail feature. If you see something like this occur with your device again, feel free to contact us directly by leaving us a Private Note here, or messaging us online @VZWSupport on Twitter or Facebook.

VZW_Robert

ah42

I've been able to get VVM working on my unlocked Galaxy s10, but every time there is the slightest change to my account, the add-on option disappears from my account and it goes back to dial-in voicemail. I have to fight with customer service to get them to add it back to my account. This proves that VVM works fine on unlocked devices, but their reasoning behind blocking it is to force you to buy a Verizon branded phone. This is anti-consumer and there's no excuses for this.

Verizon_Support

Your feedback is appreciated, ah42. We are always looking for ways to improve our customer's experience. Please know you can always reach out to us through one of the channels in the link below to get assistance quickly:
http://spr.ly/6609HklGN

-GregL_VZW

LB904

Susan:

I just purchased a Galaxy S9 from Verizon along with a prepaid plan. You say that Verizon provides visual voice mail with "all smart phones". Mine did not come with it, and your phone support people tell me that it isn't available for Android phones on prepaid plans. Who is right?

Ann154

@LB904
refer to item 4 under General information.

https://www.verizon.com/support/visual-voice-mail-faqs/

Susan2020

@LB904
The visual voicemail native app was already on my Samsung device and I just set it up. When I had issues, I cleared data and cache then retry setup.

You can find it in the Samsung Galaxy Store too. Direct link here to install or open if already installed on your phone.

https://apps.samsung.com/appquery/appDetail.as?appId=com.samsung.vvm&cId=000005061850

JULLAF28

I changed from one phone to another and am having the same message. ("something went wrong....contact 800.....if persists and tell them error code -1) Thing is after two days of calling no one at Verizon has been able to correct the issue. Currently I have to dial into voice mail manually with *86 and go through the time consuming listen to each message and delete one by one!!! Or when in a meeting cant visually view message in case of importance! Have cleared data and cache to no avail. Removed and reinstalled sim card with a new one and had it activated. Repeatedly have tried to update latest software and it continues to fail every attempt. Totally frustrated....should have kept my old cracked phone at least everything worked. If anyone by chance has another solution besides clearing cache / memory that worked let me know.

[Deleted User]

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