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Motorola Moto voicemail setup


Last updated by Christian Robinette

Since the update to Android Nougat version 7.1.2 we started seeing Motorola G4 and G5 phones on our CDMA network that were suddenly unable to use voicemail through holding the hotkey 1. When an attempt to use the hotkey is made, you would then get the following error message:

"the feature code you have entered is not valid. Message 1 switch 384"

Error details: The new OS update changed the way the preset Voicemail number in those phones works, so that we now need to change the Voicemail number from the preset *86 to the phone number (10 digits - no spaces,dashes etc) that is active on that phone  

If you are getting a different error on these phones may be best to check that voicemail has indeed been enabled from the Ting account, via device settings, before continuing on.

These steps are confirmed to work for the following models running Nougat 7.1.2. on our CDMA network:

  • Motorola Moto G4
  • Motorola Moto G4 Plus
  • Motorola Moto G4 Play
  • Motorola Moto G5
  • Motorola Moto G5 Plus
  • Motorola Moto G6
  • Motorola E4
  • Motorola E4 Plus
  • Motorola X Pure 


Changing the Voicemail Number

Here is a guide to updating the number from your phone

1 - From the Home screen select Phone


2 - Select Menu via the 3 dots in the top right corner


3 - Select Settings


4 - Select Calls


5 - Select Voicemail


6 - Select Setup


7 - Select Voicemail Number


8 - Erase *86 and enter your Ting phone number active on that device (10 digits - no spaces,dashes etc) in the Voicemail Number field 




Once the change has been made a test should be done to make sure that you can access voicemail by holding down the 1 key. The phone should begin connecting as soon as the updated Voicemail Number is saved.  If you still have any issues please have a look at the Voicemail guide linked below and Get in touch if we can help


Also see : Ting Voicemail Guide


Have more questions? Submit a request


  • Avatar
    Bill Carlson

    This change applies to Motoral Moto G5 Plus as well.

  • Avatar
    Mitch Surprenant


    Thanks for the heads up. I'll reach out to the author to get that changed.

  • Avatar
    Mark Simons

    I have this same issue but with other feature codes as well. Like *28 and *38. Any help?

  • Avatar
    Mitch Surprenant

    Hey Mark,

    What features are you trying to enable or disable with * 2 8 and * 3 8? These instructions are just for changing the default Voicemail check that came with the latest software update.

  • Avatar
    Mark Simons

    Hi Mitch,
    I've been using PhoneFusion Voicemail to manage voicemails. So it redirects calls to their system when there is no answer.
    I've tried various codes, and it seems none of them work.

  • Avatar
    Mitch Surprenant

    You might want to make sure that Call Forwarding is enabled in your Ting dashboard. I don't know how PhoneFusion does it, but if you're in touch with their support, here's how the Ting dashboard splits up call forwarding:

    "Can use call forwarding" just means that the forwarding feature can be used, if enabled. This is required for the other two.

    "Can use call forwarding on busy/no answer" is what's known as "conditional call forwarding", that is, if you don't pick up, you can forward the call to another number. This is how some third-party voicemail apps work.

    "Can use call forwarding at any time" is also known as "unconditional call forwarding", and is what Google Voice uses to manage their third-party voicemail system.

    I can't troubleshoot a third-party app, but if the app developers need a specific feature enabled or disabled, I'm more than happy to translate the dashboard for you.

  • Avatar
    Kyle Mansfield

    Works for the MotoE4 as well.

  • Avatar
    Mitch Surprenant

    Thanks, Kyle! I'll alert the author and get that information updated in this article.

  • Avatar
    Donna Janz

    I was receiving the same error and it worked for my Moto X Pure Edition.

  • Avatar
    Aaron Gremmert

    Just went through this process with my new Moto G5S Plus and fixed the same error. For the record, I think the options screens were a little different, but I got to the voicemail setup without too much trouble.

  • Avatar
    Laura Wells

    Worked for my Moto E4, although I had to call twice for it to go through.

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    jason van clark

    Worked on a Moto g play

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    john keltner

    Worked for new G6 today.

  • Avatar
    john keltner

    Worked for new G6 today.

  • Avatar
    Mitch Surprenant

    Thanks for the heads-up, John. I'll add the Moto G6 to the article.