Hello Zoom Community Members! I wanted to inform you about the 10DLC enforcement starting July 10, 2024. All US and Canada toll and virtual service phone numbers used for SMS/MMS within both the Zoom Phone and Zoom Contact Center services must adhere to industry standards and legal requirements by being included in an approved 10DLC campaign to continue sending SMS/MMS. Failure to comply with this industry and legal requirement will result in the inability to send SMS/MMS messages. The campaign registration checklist can be found here: Ensuring SMS/MMS 10DLC Campaign Compliance for Zoom Phone You will no longer be able to send SMS/MMS if one of the below scenarios applies to you: If you are awaiting approval of an existing campaign and have not been able to assign numbers to a 10DLC campaign. If you are trying to send messages from numbers that are not a part of an approved 10DLC campaign. If you have acquired new numbers and not assigned them to a 10DLC campaign. If you have not created your 10DLC brand and campaign. To check the registration status of your phone numbers, access the Phone Numbers section of the Zoom Phone or Zoom Contact Center web portal and review the Messaging Verification Status. Any number that uses SMS/MMS will need to have the status of Verified on or before the July 10 deadline to continue using SMS/MMS. Notes: Canada-to-Canada messaging will be exempted from this 10DLC requirement (however, regulations and requirements may be subject to change over time). Canada-to-US messaging is included in the scope of the above requirement of 10DLC registration. LEARN MORE: The Zoom team has put together an informational webinar for you with all the details and steps required to ensure your business has no SMS interruptions. Register for the webinar here. 10DLC full registration enforcement 10DLC Campaign creation checklist

CarlaA

Community Manager

Question

Updated 6/13: 10DLC Full Registration Enforcement Starting July 10, 2024.

Forum|Forum|1 year ago
May 15, 2024
19 replies
0 views

Hello Zoom Community Members!

I wanted to inform you about the 10DLC enforcement starting July 10, 2024.

All US and Canada toll and virtual service phone numbers used for SMS/MMS within both the Zoom Phone and Zoom Contact Center services must adhere to industry standards and legal requirements by being included in an approved 10DLC campaign to continue sending SMS/MMS. Failure to comply with this industry and legal requirement will result in the inability to send SMS/MMS messages.

The campaign registration checklist can be found here: Ensuring SMS/MMS 10DLC Campaign Compliance for Zoom Phone

You will no longer be able to send SMS/MMS if one of the below scenarios applies to you:

If you are awaiting approval of an existing campaign and have not been able to assign numbers to a 10DLC campaign.
If you are trying to send messages from numbers that are not a part of an approved 10DLC campaign.
If you have acquired new numbers and not assigned them to a 10DLC campaign.
If you have not created your 10DLC brand and campaign.

To check the registration status of your phone numbers, access the Phone Numbers section of the Zoom Phone or Zoom Contact Center web portal and review the Messaging Verification Status. Any number that uses SMS/MMS will need to have the status of Verified on or before the July 10 deadline to continue using SMS/MMS.

Notes:

Canada-to-Canada messaging will be exempted from this 10DLC requirement (however, regulations and requirements may be subject to change over time).
Canada-to-US messaging is included in the scope of the above requirement of 10DLC registration.

LEARN MORE:

The Zoom team has put together an informational webinar for you with all the details and steps required to ensure your business has no SMS interruptions. Register for the webinar here.
10DLC full registration enforcement
10DLC Campaign creation checklist

SMS

Show previous replies

G

GreggMigliore

Newcomer

I have a different number with a different service 10DLC approved for my business and want to know if there is a way to use that approval to get my zoom number approved as well or do I have to get a new separate approval from my zoom number? also where do I go in my account to apply if I do have to apply separately?

M

MM8

Employee

It does not transfer from another provider; you will need to submit separately through Zoom. Please follow our support article https://zoomus.service-now.com/hc/en/article?id=zm_kb&sysparm_article=KB0059336 which includes a checklist to be followed for the best chances of approvals

A

araymondmft

Newcomer

Troy, I have an approved "Brand" and am now trying to create a campaign. When I go to create the campaign and get to the "Campaign Type" dropdown menu, all that comes up is "no data." How can I create a campaign on my brand when this happens?

A

abelincoln

Newcomer

We ended up deleting and resubmitting our campaign originally submitted in August 2023 and updated/revised in January 2024.

Based on a submission date of 06/04, can you give any assurance that the process will be complete prior to the new 06/17 deadline?

Many of us are doing everything possible to get this accomplished and we're very frustrated that there is little communication or collaboration on the Zoom end on timeline and expectations.

We could use help from Zoom in getting this task accomplished. Please assist us in providing:

- frequent status updates

- collaboration when a request is pending and not yet approved

- individual and customized assistance in meeting requirements if we fall short

M

MM8

Employee

If you followed the checklist in our support article, this gives you the best chances of getting your campaign approved. https://zoomus.service-now.com/hc/en/article?id=zm_kb&sysparm_article=KB0059336

A

abelincoln

Newcomer

Thank you MM - we did, back in August of 2023, and again in January of 2024, and again yesterday 06/04. All of our messages are conversational and we do not mass-text (spam) so the vast vast majority of the requirements do not apply to our users.

Given the 06/17 deadline, when should we expect a turnaround on our campaign given it was submitted yesterday? We want to get this right this time and your help is tremendously appreciated.

Abe

M

MM8

Employee

If this checklist was followed, then you have the best chances of being approved. You can also nudge your request after it has been pending for 2 weeks.

A

abelincoln

Newcomer

Got it. We'll do that.

On your end, any communication regarding where we are in the process would be tremendously helpful.

I get the feeling that this is out of your (Zoom's) hands but since we don't have direct access to the 10DLC Warlord Bureaucracy, I don't think there's anything else for us to do other than ask for help from you.

I appreciate your response and I'm glad to know this is a good place to get feedback.

Abe

M

MM8

Employee

Customers can see the current status of their SMS Campaign in their admin portal under Advanced -> SMS Campaigns. If you need assistance or further information, please open a ticket with support.

A

abelincoln

Newcomer

This is a quote directly from the first page of our privacy policy in bold font:

"We do not sell or share customer lists and will not sell your name or any other data. We do not sell data we receive from you in any capacity."

We received this message in the 10DLC campaign dashboard on June 12th:

""Upstream CNP declined sharing request for campaign CH2CYYS. Explanation: /Your privacy policy mentions that you sell data"

What could possibly be the explanation for this? Why would Upstream CNP determine that we are selling data from our privacy policy when our privacy policy explicitly states that we do NOT sell client data?

Help me Zoomiwan Kenobi! You're my only hope.

Abe

E

edwardschembo

Newcomer

Same thing just happened to us. We have clear text in our privacy policy that we do NOT sell data.

Is anyone from the actual Zoom team able to assist here?

J

jswright57

Newcomer

We updated our privacy policy page again to specifically say we do not sell data and once again after it was rejected yesterday. Today, I got the same rejection. If there is some wording that to them means this, they need to say what it is instead of just giving us the same canned response! I am about ready to go back to Verizon and use the Second Number plan.

CarlaAAuthor

Community Manager

Hi everyone!

With the upcoming enforcement date of July 10, 2024 to have an approved 10DLC campaign in order to continue sending SMS, we have put together this informational webinar for you with all the details and steps required to ensure your business has no SMS interruptions.

Session Agenda:

What is 10DLC
How to submit a campaign
Actions needed
Timeline
What to do if your campaign is rejected
Top tips to avoid campaign rejection
Helpful resources

Watch the recorded session here: "Recording - Zoom 10DLC SMS Campaign Enforcement Webinar"

A

abelincoln

Newcomer

For anyone following this thread, we did finally receive approval for our campaign resubmitted on June 4th, 2024, meaning less than 30 days for approval.

Carla & Zoom admins here - the key thing that helped here was increasing the response time. We would get feedback from Upstream CNP about 3-4 business days after submission on what was lacking from our original submission during the month of June, compared to 10-14 days back in January-May.

Getting this feedback cycle on a faster path to approval was key and I appreciate you putting resources there, assuming that's what happened.

Abe

B

BDTS

Newcomer

Will this be extended again?