Since you're reaching out through your account I will need your wife's account information to provide you with a more detailed explanation of why this is happening on her specific device. Some of our older devices are no longer receiving OTA updates so we'll have to check if that is the case for her device. Please email firstname.lastname@example.org so we can get the correct account information and further advise you.
Android patch levels
The news coverage of the BlueBorne exploit that allows hackers to take over your Android if you have Bluetooth turned on got me checking our devices to see if they have been patched. In the case of Androids, that means that they need to have the September 4, 2017 patch level. So, I checked the Motorola phone that I bought for my wife through TextNow, and discovered that even though the patch level on it dates from October, 2015, when I try to update it, it gives a message saying that the software on the phone is up to date! Really? Is TextNow applying Android patches to any of the devices you sell?
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Thanks, Erin. I have emailed my wife's account details.