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jhgarrison's profile



18 Messages

Thursday, July 14th, 2022 9:45 PM

One more ActiveArmor setup failure

iPhone SE 3 (2022) iOS 15.5

I had CallProtect installed previously.

Installed the new ActiveArmor app, but on launching I get

We hit a snag
Something went wrong. Go to to complete
your AT&T ActiveArmor Mobile
Security & CallProtect

Logged in to  No mention of ActiveArmor, search function not helpful. 

After digging around I found ActiveArmor in my profile.  It is already in enabled (and cannot be disabled).

I see others in the forum with similar issues, several months old.  Why release an app that doesn't work?

Deleted the old CallProtect app but that didn't help.

Community Support


221.6K Messages

1 year ago

Thanks for reaching out to us about your snag while setting up the ActiveArmor app, @jhgarrison.


We merged AT&T Call Protect and AT&T Mobile Security apps into a single mobile app. It is a free mobile app to help you easily secure your personal data, block spam calls, and more. We provided both call and data security in one app. You may need to clear some settings in order to access the app features:

  1. Tap Settings then Application manager/Apps.
  2. Scroll to the All section and tap Google Services. (It may say Google Services Framework, Google Connectivity Services, or Google Play Services.)
  3. Tap Clear Data and then Force Stop.
  4. Go back to the list of apps under your device settings and select Google Play Store.
  5. Tap Clear Data, then Force Stop.
  6. Turn your phone off and back on. (This is important!)
  7. Open the Play Store and try updating the AT&T Active Armor mobile security app again.

Furthermore, if you have an active Call protection on your device make sure that you have followed the set up process to access and use the Active Armor feature.

  1. Download the app from the App store or Google Play store.
  2. Open the app and tap Next or Get Started.
  3. Choose your level of service: Free or Advanced.
  4. Read and accept the Terms & Conditions.

Let us know if you have any questions. Thank you for contacting us through AT&T Community Forums


TT, AT&T Community Specialist



18 Messages

1 year ago

Ummm... did you miss the part about this being on an iPhone?

Google has NOTHING to do with my problem.

As to the second section of your response, it is immediately after step 3 that I get the message.  I cannot get to step 4.

Community Support


221.6K Messages

1 year ago

Thank you for the response, @jhgarrison.


Since you getting an error code when trying to access your ActiveArmor, let's meet in a Direct Message to assist further. You will find a chat icon next to a bell icon at the top of the page, our next message will appear there. 


In the meantime you can check the App store for updates as well. If the ActiveArmor mobile security app doesn’t update properly from the App Store, try this:

  1. Go to Settings on your device and tap General.
  2. Tap Software Update and make sure you have the latest version. If you don’t, update it now.
  3. Close settings and open the App Store.
  4. Tap Updates, and select Update next to AT&T ActiveArmor mobile security app.

Thank you for reaching out to AT&T Community Forums. We look forward to speaking with you in the Direct Message. 


Clarissa, AT&T Community Specialist 

New Member


1 Message

10 months ago

I have the same issues with this app and I have an android. I finally uninstalled it and loaded a different app.

And I agree, Why release something new without checking it out first. I imagine there are quite a few complaints.



2 Messages

8 months ago

I give up on ATT. Tired of paying for services that do not work

The Active Armor freezes when loaded and is worthless.

Unloading and reloading does nothing.

CS does not know what active armor even is.

What a mess

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