Why Users Get Disconnected from iMessage

Here are two main reasons for users to be disconnected immediately. 

 

The first is that the setting for Contact Key Verification is enabled. When registering, please advise users to disable the setting by navigating to Settings > Press Their Name (iCloud Settings) > Contact Key Verification and confirm this setting is turned off.

 

If the setting is already off, it could be that their iMessage account is disabled due to suspected spam or some other issue reported by Apple. You can validate if the iMessage account has been locked by trying to log out and logging back in to iMessage explicitly, not just the Apple Account. Please work with the user to try these steps:
 

1. Go to the Settings App > Apps > Messages > Send & Receive
   1. In that menu, you should see see 2 sections, and in each section it should contain the user's Phone Number and Apple ID
   2. If the user does not see this, ask if they see the option for "Use your Apple Account for iMessage" and continue from step 4 in this process
2. At the bottom, you should see "Apple Account: {[e-mail]}
3. Press the link and select Sign Out
4. Press "Use your Apple Account for iMessage" and then "Sign In"

 

The menu should return to how it looked when you first entered it. Please let me know if he can successfully log out and log back in to iMessage. If the user receives an error when trying to log back in, they will need to open a ticket with Apple support to resolve an issue with their Apple Account.

 

If the user is able to sign back in successfully, please open a support ticket.