Hi. My name is Net 10 Anne and I will be addressing your question.
Please try to restore the factory settings on your phone but please note, this process may delete your saved files or downloaded files:
1. From the main screen, please press the key below the word "Menu."
2. Using your arrow keys go to "Settings," and press the OK key.
3. Go to "Reset Settings" and press OK.
4. "Master Reset" will appear highlighted.
5. "All settings will be reset. Continue?" will be displayed.
Make your selection and press OK.
6. You will be prompted to enter your security code; please enter your 4-digit security code, then press OK.
7. To exit, press the PWR/END key.
Hope that helps. Thanks.
NET10 - Anne