Apple will face legal action for its inability to address a problem involving text messages that fail to be sent or received because it has tied the user’s number to iMessage. The company has recently posted documentation online to help users with these problems.

The move to offer an iMessage de-authorizing tool seems like a desperate one, especially knowing that a US District judge has given the go-ahead to a class action against the company over the cursed iMessage service.

It is being alleged that Apple had no right not to warn users that they might get locked inside iMessage and that they’d be unable to send regular texts after switching to another platform, such as an Android device or a Windows phone.

Apple, for its part, argued that “the law does not provide a remedy when, as here, technology simply does not function as plaintiff subjectively believes it should.” The truth obviously lies somewhere in the middle, but the fact of the matter remains that the company has a big problem on its hands with the faulty iMessage service. And let’s not even mention the occasional iCloud outages.

We hear that the web tool put forth by Apple is somewhat incomplete and that some users have even taken different routes trying to address their problems. A Support document labeled TS5185 explains the issue at length and offers additional troubleshooting steps.

The symptoms, and why it’s happening

Apple has learned that many “switchers” are no longer able to receive SMS or text messages that someone sends them from an iPhone, while existing iDevice owners can't send SMS or text messages to a non-Apple phone because iCloud thinks they want to send iMessages. It’s a known fault that Apple is trying to remedy. So here’s why all this is happening.

Straight from Apple’s mouth

“This can happen if you used iMessage on your iPhone and then transferred your SIM card or phone number to a non-Apple phone. If you didn't turn off or deactivate iMessage before switching to a non-Apple phone, other iOS devices will still try to use iMessage to send text messages to your phone number.”

The iPhone maker outlines some steps to take to resolve the issue. The steps apply to iDevice owners and non-Apple users alike. For users who still have the iPhone in custody, the steps are:

1. Put the SIM card you transferred from your iPhone back into your iPhone.

2. Make sure that you're connected to a cellular data network (such as 3G or LTE).

3. Tap Settings > Messages and turn iMessage off.

For users who no longer have their iPhone laying around, they can still address the problem using the tool on the deregister iMessage webpage.
The Don'ts

Apple says there are some practices out there that you shouldn’t employ in your attempt to address the iMessage bugs. The Cupertino giant specifically states in the support document, “These steps won't deregister your phone number with iMessage.”

Users shouldn’t log in to My Support Profile and change their password or remove their phone number. Another no-no is texting STOP to 48369. This has been described in countless articles as the appropriate solution to get SMS back into working order for switchers. Apple says it isn’t. Resetting your network settings also won’t cut it, and the same goes for changing your Apple ID password. Remember, none of these actions will address your iMessage woes.