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SMS message could not be sent

Forum|Forum|4 years ago
September 29, 2021
4 replies
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Hi. I get a "message could not be sent" when trying to send an SMS text message. Screenshot attached.

Any idea? Thank you.

Best answer by v321

I’m sorry to hear that. Have other users on your account been able to send SMS messages to external phone numbers in the US? I would suggest that you send a support request on support.zoom.us .

Craig

I had to open a support ticket with Zoom, through L1 and L2 it went to their backend team and the backend team did something that has fixed the problem. So there was nothing we could have done from our end to fix this problem.

I checked with another user from our account, he had the same experience, he also had to go through support and then the Zoom backend team did something on their end.

Rupert

Community Champion | Customer

Hi @d1p

If this happens to be a Verizon number, this could be related to the current reported problem at:

https://status.zoom.us/incidents/6d8j21d4hlz6

D

d1pAuthor

Newcomer

This happens to all numbers I try to text.

D

d1pAuthor

Newcomer

Hi. This happens with all numbers that I try to text. Not just this number

R

rn-zm

Community Manager

Hey @d1p, for SMS on the Zoom Client you will need to meet the following prerequisites from the Using SMS KB article:

SMS enabled by your admin
Zoom Phone calling plan
Note:
- Extension-only phone users cannot use SMS
- Zoom Phone Metered, Unlimited, or Pro Plan users can send and receive SMS with any US or Canadian telephone number domestically
- SMS with other calling plans may incur charges
US or Canada direct phone number
Only sending from US or Canada phone numbers is supported
International SMS enabled by your admin for sending to SMS messages to international phone numbers
Note: International SMS doesn't support sending images.
Zoom desktop client or mobile app, version 5.4.7 or higher
Note: SMS is not supported on desk phones.

I hope this helps!

D

d1pAuthor

Newcomer

Thank you. I meet the prerequisites.

V

v321

Newcomer

@d1p Any luck with this? I started working with this today and have the exact same problem.

V

v321

Newcomer

I have US/CA Unlimited plan

FORE-Craig

Specialist

Hi!

Have you just recently set up your account? One thing to check is that you have assigned a direct-dial telephone number to your user account on the Zoom Web Portal under Phone System Management > Users & Rooms.

I hope that helps!

Craig

P

PYang_JLA

Newcomer

We've been dealing with the issue with "Message could not be sent" for two weeks. Our 10DLC Brand Name was submitted on March 7, 2023, approved, and is active. The user's numbers are verified. The countries/regions for calling and SMS/MMS for Zoom Phone are set to United States. Users also tried CleanZoom application, uninstall, reinstall, and are still unable to send SMS. Prior to Monday, July 15th, we had no issues with sending SMS. I'd appreciate any help. Thanks.

R

RW6

Newcomer

What was the fix experiencing the same

MGSR

Community Manager

Welcome to the Zoom Community, @RW6 and @PYang_JLA. I'm sorry for the late response. It shows that you were able to submit a ticket with our technical team, and the issue was resolved. Should you need further assistance, please let us know.

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