SMS message could not be sent

[d1p]

Hi. I get a "message could not be sent" when trying to send an SMS text message. Screenshot attached.

Any idea? Thank you.

[Rupert]

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

[d1p]

This happens to all numbers I try to text.

[d1p]

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

[RN]

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! 

[d1p]

Thank you. I meet the prerequisites.

[Rupert]

Hi @d1p  Was this working previously - and if so, when did the problem start happening?  

[d1p]

never was working.

[Rupert]

Are you part of an organization account - and can other in members in your organization use this feature successfully? 

[v321]

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

[v321]

I have US/CA Unlimited plan

[FORE-Craig]

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

[v321]

In "Users & Rooms", a direct-dial number was already assigned before I tried sending SMS messages. 

[v321]

I can send messages to other Zoom phone plan holders within our account, but not to an outside number.

[FORE-Craig]

One thing to note is that when the direct-dial number has been assigned, it can take up to several hours before the SMS feature will work - this was the case when I sent up our SMS upon having our phone numbers ported. How long has it been since the phone numbers where assigned to the users?

https://support.zoom.us/hc/en-us/articles/360040413932--Frequently-asked-questions-about-SMS

I hope this helps!

Craig

[v321]

It's been 3-4 days. I had tried sending messages many hours after the number was assigned, and tried even now, but no difference.

[FORE-Craig]

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

[v321 · Accepted solution]

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.

[FORE-Craig]

I'm happy that your problem was resolved. Thanks for the update!

[PYang_JLA]

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.

[RW6]

What was the fix experiencing the same

[MGSR]

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.