Texting is now randomly not working. We have used Zoom Phone for almost a year.

[gk96]

Hi there, one user is getting the error message, "You don't have a direct number. You cannot start a new conversation" when texting some people.  She can text some people from the desktop app, but not others.

• We have been using Zoom phone for almost a year
• We do have 10DLC and a campaign approved / assigned.
• The phone numbers were ported into Zoom Phone almost a year ago.
• We haven't made any Zoom admin changes in the Zoom dashboard.
• We don't bulk send text messages.  Just used in communicating with our customers and vendors.
• I've send a text message to a person that she can't and it works fine.

Any guidance would be appreciated.

[Eliot]

hi gk96,

do your other sms users have power pack license?

please see

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062033

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[gk96]

We don't use call queue or receptionist for SMS.  Only individual phone lines with a Zoom license to call/text.  

[Eliot]

hi gk96,

is your user texting using her direct telephone number?  is her direct number 10DLC and a campaign approved / assigned telephone number?

is your user on zoom 5.17.1?

thanks,  eliot

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0059932

thanks,  eliot

[gk96]

Yes - texting using her direct phone number.  Yes -10DLC and campaign approved and assigned to her phone number.  I haven't asked what version she is using.  I'll ask.  But there are issues on iOS and Mac desktop app.

[Eliot]

hi gk96,

i suggest opening a support ticket.

thanks,  eliot

[NicNic]

Hi! Our organization is having a similar issue all of a sudden. How was your situation resolved? 

[gk96]

The issue still exists.  I think it happens more on group text messaging.  It will sometimes occur with 1 on 1 SMS's as well.  Very frustrating as I know it's a bug, but not sure how to get real help.

[NicNic]

Only two of our staff are having the issue. They did not realize text messages were not being received by them or being sent to outside customers. Texting works fine internally.  Zoom Technical Support has been really disappointing. 

[gk96]

I know one of our team members are definitely having issues.  We've also seen where a text was received by a person on our team that was sent to another person.  

With as large as Zoom is I was hoping they would find it and fix the bug.  

[SerenityHI]

Did you ever get a resolution to this? I am having the same issues and have been trying to get help from support for weeks with no resolution.

[NicNic]

It got resolved months later when the SMS Texting Campaign requirements deadline happened. Ultimately, they found out it was a carrier issue; whomever the two phone numbers belonged to originally. After our campaign was approved, Zoom had to do something on the back end to resolve the texting issue.

[gk96]

What did you tell Zoom to further investigate the issue?  It seems like Zoom will deny any issues and even if you try to work with them, they just make it difficult to try to resolve the issue.

[NicNic]

We kept requesting to escalate it. The rep sent the matter to their engineering department.

[SerenityHI]

I appreciate it, yes, I have called and chatted and escalated tickets over and over for weeks without any help, not even. getting any responses for multiple days at a time. I'm. at the point of canceling my service. I've lost a lot. of money from not being able to receive messages from my clients.

[NicNic]

That is unfortunate. Their technical support definitely needs an overhaul. They keep trying to push users to bots and help pages, which in our cases, do not apply. Also, unless you tell them what your business hours are, they will send messages at any random day and hour.

[gk96]

We still have random issues with texting.  Sometimes, we have employees that don't get text messages when being part of a group.  Sometimes, you can't send a text, etc.  It's frustrating as it works say 98% of the time.  However, when it fails it sure isn't fun.   

[MGSR]

Hello community members!

I'm sorry about the inconvenience. 

You may check this article troubleshooting steps if you are unable to send or receive sms.

Please let us know if you need further assistance. 

[gk96]

Mark, it’s nice to see a Zoom employee engaging with customers. However, if you review this thread, you’ll notice that multiple people have already gone through the basic steps outlined in the troubleshooting article you mentioned. We’re all beyond those initial steps at this point.