10DLC Campaign Failure:Registered numbers sending messages that aren't received | Community
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K
Newcomer
klawrence
Newcomer
April 7, 2023
Question

10DLC Campaign Failure:Registered numbers sending messages that aren't received

  • April 7, 2023
  • 4 replies
  • 8 views

We are an organization of around 100 employees.  We submitted a campaign to expand (beyond 49) the total numbers that could send SMS messages to clients.  The campaign was approved at the end of February.  The relevant steps were followed to join each number to the campaign.  But since then the messages from our numbers seem to be blocked.  Users can send messages but they aren't always received.  This seems to happen most often with clients who have T-Mobile or some of the other smaller carriers.  I have an open ticket with Zoom support but seem to be getting nowhere after 6 weeks.  Any one else having SMS issues?  Getting usefull support?

    4 replies

    S
    Community Champion | Employee
    sachinzoom
    Community Champion | Employee
    April 9, 2023

    Hello @klawrence 

     

    Providers have become stricter due to increase in robocalls, spam calling. I recommend following this article to let them know about your numbers so they can allow your numbers.

     

    https://support.zoom.us/hc/en-us/articles/360060082291-Outbound-calls-blocked-or-tagged-as-spam#h_01FMJ8MJAYS6K0XEFWEMR57FT4

     

    Hope that helps

    K
    Newcomer
    klawrenceAuthor
    Newcomer
    April 10, 2023

    Thanks very much for the reply.  Prior to zoom rolling out the 10DLC campaign, we took the step of registering our numbers through the links mentioned in the article. Since successfully registering our 10DLC campaign we have a new problem with SMS messages.  Certain providers (T-mobile, Boost, Google-Fi) will allow messages to be sent to our zoom numbers.  But messages sent from our zoom numbers go undelivered.  Tech Support doesn't seem to have a solution.  I've had an open ticket with them for 6 weeks and given the type of problem, I expected other customers to be having similar problems.  That doesn't seem to be the case.

    S
    Community Champion | Employee
    sachinzoom
    Community Champion | Employee
    April 10, 2023

    Hi @klawrence 

     

    Understand. Hope you looked at the article I shared. The providers will help whitelist your numbers with them when you reach out

    U
    Newcomer
    Unknownuser171
    Newcomer
    April 13, 2023

    Hi,

     

    Wondering if you were able to find a solution for this? We are currently experiencing it as well. Calls are able to go through but SMS to T-mobile devices are not going through. No error on the Zoom side.

    S
    Community Champion | Employee
    sachinzoom
    Community Champion | Employee
    April 13, 2023

    Hi @Unknownuser171 

     

    Please see my response above and the article I shared. You can have the carrier whitelist your numbers following the link.

     

    U
    Newcomer
    Unknownuser171
    Newcomer
    April 13, 2023

    Hi Sachin,

     

    I also did whitelist them through the T-mobile portal, but that looks like it hasn't solved the issue.

     

    Thanks,

    M
    Newcomer
    Maverick
    Newcomer
    May 28, 2024

    I have the same issue with Zoom and they have been horrible to work with. I was also approved for 100 employees and have since been approved to now sitting in a pending status for 3 months for them to come back and tell me that my websites don't have the correct wording even though Zoom and my websites never talk to each other internally or externally.

    K
    Newcomer
    klawrenceAuthor
    Newcomer
    May 29, 2024

    Zoom and SMS are really troublesome.  We didn't encounter issues with the website.  I expect since that is part of the public face of the company, it's what's used to justify your "legitimate" business interest in sending SMS messages

     

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