Unable to receive SMS

Hello McCorry,

Thank you for reaching out about the issue receiving OTP (one‑time password) text messages. I understand how important this is, and I’d be happy to clarify what’s required and what you can check next.

1. Do you need a 10DLC campaign to receive OTP SMS?

Yes. As of mid‑2025, Zoom requires all U.S. and Canadian phone numbers to be registered under an approved 10DLC campaign in order to both send and receive SMS messages, including OTP or verification codes 123. This requirement comes from mobile carriers’ A2P (Application‑to‑Person) messaging regulations and applies even if you only plan to receive messages.

2. Why you might not be receiving OTP SMS

Several factors can prevent inbound messages from arriving:

• No active 10DLC campaign assigned to your number.
  Even for inbound messages, unregistered numbers are now blocked by carriers.

• SMS not enabled for your number or user.
  In the Zoom Admin Portal, confirm that SMS is turned on for your phone number and user profile.

• Pending or incomplete number provisioning.
  After assigning a number to an approved campaign, it can take up to 48–72 hours for full SMS activation 4.

• Toll‑free or international number limitations.
  Toll‑free numbers require separate verification, and some international numbers (for example, Japan) currently support outbound‑only SMS 5.

3. Recommended next steps

1. Check your 10DLC campaign status:
   Go to Admin Portal → Phone System Management → SMS Campaigns and confirm your campaign is Active and your number is assigned.

2. If you don’t have a campaign yet:
   Create and submit a 10DLC Brand and Campaign for approval. This process typically takes 1–2 weeks.

3. Verify SMS is enabled:
   Under Phone System Management → Users & Rooms → [User] → Policy, ensure “Allow SMS” is toggled on.

4. Test after activation:
   Once your campaign is approved and the number is assigned, test receiving an OTP again.

Hope this helps.