Help with my county cell phone (iPhone): locked, passcode, no service, or new phone

County cell phones and tablets are managed by IT through Verizon. Here's how to handle common problems.

Forgot my passcode, or "iPhone Unavailable"

Don't try to erase or reset the phone yourself. County phones are managed, and a reset may require IT to set it up again. Contact the Help Desk. Too many wrong attempts will lock the phone for longer and longer periods.

No service, or the phone shows "SOS"

1. Make sure Airplane Mode is off.
2. Restart the phone (hold the side button and a volume button, then slide to power off).
3. Go to Settings > Cellular and make sure Cellular Data is on.
4. If other Verizon users near you also have no service, it may be an outage. Wait and try again.

Contacts are missing

Work contacts come from Outlook. Open the Outlook app, go to Settings > your account, and turn on Save contacts. Contacts saved only on the phone itself can be lost when the phone is replaced.

New phone, broken screen, charger, or case

Submit a ticket with your supervisor's approval, what you need, and whether this is a replacement. To set up email and Teams on a new phone, see How do I set up county email and Teams on my phone? You'll also need to move Microsoft Authenticator (see Microsoft Authenticator isn't working, or I got a new phone).

Important: Lost or stolen county phone? Call the Help Desk immediately so IT can lock it and protect county data.

Still need help?

Contact the IT Help Desk at (704) 283-3834 x5000 or submit a ticket at https://unioncountyit.zendesk.gov/hc/requests/new. To get it fixed faster, include: the phone's number, what happened, and whether you can still use it.