Use these troubleshooting tips to get Virgin Mobile Live on your phone:

1. Look at the top left corner of your Virgin Mobile screen. There's a martini glass icon with bars beside it. Make sure that you're in a place where you can get good reception and that the bars are full.
2. Remove the battery from the back of your phone. Wait two minutes. Put the battery back on and turn on your phone.
3. Now try getting into Virgin Mobile Live again.

If those steps didn't work, call us at 1.888.999.2321, from another phone, and we'll troubleshoot the problem for you.

On Prepaid:

To purchase downloads of games, ringtones and images for your Virgin Mobile phone—either from your mobile or from the Virgin Mobile website—you need to ensure that you have enough credit in your account. You can check your balance by:

• Going to the main menu on your mobile and selecting My Account
• Dialing #999 from your mobile to get your Quick Balance
• Logging in to My Account at virginmobile.ca

On Prepaid:

Viewing Virgin Mobile Live content on your phone costs 10¢ per day—and only when you browse past the Virgin Mobile Live main menu. If you don't use it, you don't pay for it.

To download an item, you need to have enough cash in your account. We'll only deduct the amount from your account when your download is successfully completed. The price of your download includes all taxes and download charges.

On myPlan:

Viewing Virgin Mobile Live content on your phone is free.

We'll only charge your account when download stuff from Virgin Mobile Live and your download is successfully completed. The price of your download includes all taxes and download charges.

For browsing Virgin Mobile Live on your phone, each "day" starts at 5:00 a.m. local time and ends at 4:59 a.m. the next calendar day.

On Prepaid:

First, make sure you're entering your full phone number, including the area code, without spaces (for example, "4165555555"), when gaining access to Virgin Mobile Live.

If the way you're entering your phone number isn't the problem, perhaps your phone isn't set up for access to Virgin Mobile Live.

To set up your phone for Virgin Mobile Live access:

1. On your phone, press Menu.
2. Scroll to the Virgin Mobile Live icon.
3. Press Connect and wait for your phone to connect to Virgin Mobile Live The system registers your phone, which lets you enter your phone number at virginmobile.ca.

Still having trouble? Call us at 1.888.999.2321.