Help activating Moto Z Play


#1

Hello,

My Nexus 5X phone bit the dust on me and I’m now switching over to a Moto Z Play. I bought an unlocked phone on Amazon. When I insert my Republic SIM, though, it says this phone is unsupported. My phone’s model number is XT1635-02, which as far as I can tell, RW’s website says is the compatible model. Any ideas on what the issue is?

Thanks!


#2

There could be a couple of things. First, does the phone have more than 1 SIM slot?

If yes, it’s the Brazilian or International version and won’t work.

If no, please run a system update, that will likely resolve the issue.


#3

Thanks for replying! Only one SIM slot, as far as I can see. Trying a system update now - thanks for the tip.


#4

Okay, system updated and it still says unsupported. So it must be the international or Brazilian version? Even though the model number is correct?


#5

Can you go to Settings – About Phone and tell us what it says under Software Build and Android Version?


#6

It says:

Android version: 6.0.1
Build number MPNS24.104-44-10


#7

That unfortunately is a Brazilian build. Motorola has made it VERY hard to make sure you’re getting the North American version of the phone. You can read more here: How to Find a Compatible Unlocked Phone


#8

Oh wow, thanks for the info! I appreciate your help.


#9

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