Unable to receive SMS after port in number

[MichaelH_2025]

Good Day All

This is my first time posting so I hope I am doing this correct. 

I have recently (within 48 hours of this post) ported in a Canadian number and could not receive SMS. After reviewing all configuration and settings with Zoom agents, we are unable to receive SMS.

I have completed the following actions but still could not receive SMS on Zoom Phone.

1. Enable SMS/MMS
1. Account level – SMS/MMS toggled On.
2. Group level – No group was setup. Set up new group with user added, SMS/MMS toggled On.
3. Site level – I have no “Site” tab available under “Phone System Management > Company Info”.
4. Individual user – SMS/MMS toggled On.
2. 10DLC Compliance

1. Brand name approved.
2. Campaign not submitted.
3. I was informed by Zoom agent that I should still be able to receive SMS/MMS message without Campaign approved. Yet this is not the case upon testing with multiple phone numbers

Is there anything you would suggest trying? Since this number was just ported within 48 hours, is there a delay or gap time between call porting and SMS porting?

Thanks all in advance.

[Eliot]

hi @MichaelH_2025 

According to Zoom FAQ, Canada-to-Canada SMS does not need 10DLC registration for SMS.  you have enabled sms/mms at account level and individual user level.  you should be able to send and receive sms/mms within canada.

Canada-to-Canada messaging will be exempted from this 10DLC requirement (however, regulations and requirements may be subject to change over time). Canada-to-Canada SMS does not need 10DLC registration for SMS; however, if a Canada number needs to text a US number, then 10DLC registration for SMS is required.

Canada-to-US messaging is included in the scope of the above requirement of 10DLC registration.

FAQ about 10-Digit Long Code compliance for Zoom Phone and Zoom Contact Center

Suggest you open a zoom support ticket.

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

thanks,  eliot