During the activation process, it's possible that you may come across an error message that hinders the activation process. The Relay team is here to help you along the way to finding a resolution!
The Relay states "There was an error activating this device..."
This error can typically occur if the SIM card in your Relay is not properly seated inside of the Relay. To resolve this, you'll want to perform the following:
- Power off your Relay
- Remove and then reinstall the SIM card
- Power the Relay back on and then reattempt the activation
- If the issue persists after reinstalling the SIM card, perform a factory reset on the Relay
If you continue to experience this error, please contact our Relay support team by opening the Relay app and tapping on the question mark in the upper right corner of the screen or visiting our website at relaygo.com/contact-us.
Receiving error code REL-0412
This error typically occurs when the SIM card in the Relay has not been properly pre-warmed in our system. The lack of prewarming can occur when a Relay has been deactivated and an individual attempts to reactivate it. Once a Relay has been deactivated, the SIM card will need to be pre-warmed once again by the Relay support team inorder for you to reactivate it.
To contact our Relay support team, in the App, tap on the question mark in the upper right corner of the screen. Or, sign in here using an internet browser.
The Relay support team will need the following information:
- The ICCID/numbers on the SIM card in your Relay (How to Remove and Reinsert the SIM card)
- The color of the Relay you wish to reactivate
Experiencing Bluetooth or WiFi issues during activation
If your Relay app is unable to find your Relay via bluetooth, or you're told there's an issue with the WiFi network you're attempting to connect to, select the "Skip" button in the top right corner of the screen to activate over the cellular network.
(Bluetooth on a Relay device is only available during activation, it is not needed for activation nor is it accessible after a Relay has been activated)
If you do not see the "Skip" option available, please go to your phone settings and turn off bluetooth. Once done, completely close and reopen the app and go through the activation flow once again. You'll be advised to "Turn on Bluetooth" but you'll also have the "Skip" option available to proceed with the activation over the cellular network.
Still have questions? Ask Support!
Need help with your Relay?
Chat with our support agents online or within your Relay app once you've created an account.
In the App, tap on the question mark in the upper right corner of the screen. Or, sign in here using an internet browser.
- Once signed in, a widget will appear with a friendly greeting. Here's where you can begin a conversation with us.
- Our widget will also contain information such as 'System Status', Helpful Articles, and more!