This article provides steps for agents to troubleshoot issues customers may be having with sending and receiving PXTs.

Before you begin

PXTs can be a maximum of 300Kb - if it's bigger than that, it will fail to send.

Steps

1. Check that you've paid / topped up your account

   For your services to keep running smoothly, ensure your account payments are up to date if you are on a monthly plan and that you have topped up your account if you have a Prepay connection.

2. Check for any known network issues in your area

   You can find out if there are any known issues in your area by going to https://one.nz/help/network-status/ .

3. Check if your phone can connect to the internet

   To send or receive a PXT, your mobile requires a data connection.

   Ensure your Wi-Fi network is turned off.

4. Check your APNs by referring to our device guides .

What to do if that didn't work

If you are still experiencing issues after following these steps, contact us for further assistance.