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I have sent in 3 TCR Documents and still the SMS is not working. Now I just paid a registration fee of which Ring Central mentioned they would cover the costs initially when I signed up last year. I have no SMS connected to my phone number still. I will be cancelling my account with Ring Central as the worst customer service and service I have seen from a company. I have contacted customer service 3 times and got no where.

Going on a week without SMS. We were told it was a TCR issue. I watched the Webinar and decided to contact other services to see if they were having issues. They aren't. Now we are being told it's an outage. Which is it? How is the technical support team so disconnected from everyone else that's been contacting us from RingCentral? I just want answers on how we can get our SMS back up and running so our business can stop losing money.

Hi Jason, I just shot you an email with specifics regarding your account. Unfortunately, there was an issue that impacted deliverability for some RingCentral customers, we have been working to resolve and most of these customers should see their service working again soon. Unfortunately, some customers that were impacted will need to complete TCR registration before SMS can be re-enabled. Those customers are being contacted and will be assigned an account specialist to help complete the process as quickly as possible.

We are still down :( 4 days. what is going on?

Here we are on day 35+ paying for business sms but it's STILL not working.

Yep, I'm really interested to see how RingCentral is going to compensate us for this debacle.

This has been a complete disaster for our business.

We have submitted multiple TCRs now in different formats. Our original TCR application has been in pre-approval status for weeks. Nobody can tell us when it will be approved so that our new lines can SMS.

Combine the above with the current SMS outage and our business is crippled.

Our account reps have gone dark - they tried to help but it's clear they know about as much as we do about the situation.

We've been without SMS capabilities now for new employees for months. Yet we're still paying the full price.

@Becky-Community_Manager - are you able to look into our TCR applications or try to escalate? We are in a really tough position right now and you're our only hope.

Hey, @ringcentral-customer Please shoot me an email with your account info so I can look into your registration and escalate. Communtiy.Support@RingCentral.com

We have been with RingCentral for over two years ALL OF OUR OUTBOUND TEXTING IS DISABLED ON 22 LINES. When you call customer support they essentially read the script and often don't even have the information being provided on the website which is contradictory at best.

Our SMS works fine on 3/6/23 then 3/8/23 no outbound service is available.

Support goes on to pass the buck to the TCR and FCC but the brand registration which is supposed to complete in 10-15 minutes has been pending for over 12 hours.

I have now been on the phone with support waiting to speak with a supervisor for the better part of an hour.

Once that is complete we have to deal with the campaign registry timeline which apparently has taken as long as 30+ days.

The cutoff date is documented on the website as the 31st.

The community manager reports that you have to build a campaign before brand approval but you can't start a campaign until the brand registry is approved.

We work with other communications providers for our sales channel and they had TCR knocked without us having to lift a finger.

WHY IS RINGCENTRAL PASSING THE RESPONSIBILITY TO THE FCC AND WHY IS THE INFORMATION BEING PROVIDED DIFFERENT FROM SUPPORT THAN WHAT IS ON THE WEBSITE?

Which other communication providers do you work with that are able to resolve this effortlessly? We are looking to leave RingCentral because of this. I was supposed to be escalated to the TCR Management team and that has not happened either. It works sporadically which tells me it is not a TCR issue. We need SMS to work both inbound and outbound and I am furious we are getting no where and it has been over 2 months. Ours stopped working in January.

This week I noticed that the Admin Portal has a Phone Systems section with Enhanced Business SMS. I managed to register our business successfully by doing the 10DLC TCR Registration there. I'm not sure if the issue was just with the random form I had to submit initially. Users who couldn't text before can now. I am still waiting for my text campaign to be approved. If that is not approved I’m not sure if I have to start over from the beginning. I also want to point out that we are charged each time we submit a request to register our business. If you were told to resubmit multiple times but weren't informed of any issues, you should check your next billing cycle. When I started this process back in January, I wasn't told that we would be charged with each form submission. If you submit through the Admin Portal, you'll be able to see the charges and must confirm them. I provided an image of where it is in the admin portal. Hopefully, this helps!

The Enhanced SMS section does not exist in our admin portal. And nobody from RingCentral is reaching out to me from anywhere, for anything. Zero contact, other that "Becky" saying somebody will get right on it, just hang on. Nonsense. I don't have anything nice to say.

I am searching the web to see if there are other VOIP carriers that are working. We need SMS so badly for two way communication with our clients. I do not believe it is a TCR issue. If it was, wouldn't this have started after the March 31st deadline? It seems everything broke internally once RingCentral started asking for us to fill out the manual forms.

Has anyone out there switched to another carrier that resolved this issue? If so, we will switch today!

To clarify there were two deadlines - one for adding new numbers/ new customers, and one for numbers that were already using SMS. New numbers (set up after Dec 1, 2022) require registration before they can be enabled. Existing numbers have until March 31 to be registered. RingCentral is not taking any action on any numbers for the sole purpose of not being registered, however numbers may be flagged or disabled by carriers, aggregators, or spam agencies - which would require TCR registration before they can be re-enabled.

How long did your request get approved after you submitted via the Enhanced Business SMS section? I submitted the initial TCR request prior to this Enhanced Business SMS option being available but the request still hasn't been approved and I'm getting no support from RingCentral. Going to try your way and see if it gets approved, this entire process has been an absolute nightmare but thanks for posting this and I'm hoping it works out for me and others.

For the first part, I was approved within 20 minutes of submitting it through the Admin portal under the 10DLC TCR Registration. Once my TCR. Once our status was changed to registered, our employees were able to start texting again. I am still waiting for the campaign portion to be approved. I'm sure if the campaign part is required, but I filled it out because that was part of the original form.

Which status changed that allowed SMS again? We had our brand "registered" within maybe 10 minutes, but the campaign portion is still pending. Just curious.

For us it was once the brand was registered. My campaign is also still pending. I'm assuming the campaign portion is what could take up to 20 days to be approved.

Our brand going to registered did not allow SMS for our newly ported number. Boo

That is helpful, thank you. I saw that in the interface but had trusted to allow the initial TCR form and submittal registration to essentially do that for me, unless I was misunderstanding the original form process, as I do admit to leaving some of it blank warranting my first rejection, which I read as for-profit companies utilizing SMS for marketing. We're a nonprofit and do not conduct marketing from SMS, utilizing it for MFA and communication. I have filled out this form on your mentioning it being successful for you, and will keep my fingers crossed.

@Becky-Community_Manager Third time applying, first time applying and thus first time denied/"Registration Unsuccessful" from the RC interface of which was mentioned above. I get a message that states "Could not retrieve message class from TCR. Please validate with TCR." I don't see that reason for rejection searching here or Googling around for it. Any ideas, or have seen this before? I have resubmitted and yet the interface doesn't ask me about a class of messaging, other than what I presume is the very first selection of Conversational Messages, of which I wouldn't change as that is what it should be. Thoughts?

Now my entire site can no longer send SMS from any of our 150+ RC numbers. Testing shows, at this writing, that we can only receive SMS however. /facepalm

I still never received any communication back regarding my initial form requests other than what she mentioned to me here. It seems like it was just a waste of all our time filling those out. Hopefully, that works for you too!

We are having the same problem here. I called tech support twice and also submitted a ticket. I have not received any updates. The Customer Support Rep. told me not to resubmit a new TCR form or it would start the whole process over again. We rely very heavily on text communication in our company and are struggling without outbound texts. We are able to receive them but not respond. Does anyone have any advice for us? Are other VOIP systems having the same issue? Is there a 3rd party app to purchase that would fix this in the meantime? Are any of you looking to switch to another system?

@RobinB44 I'm going to escalate to our TCR Program Managers.
Someone will be reaching out to you.

My sms started working both inbound and outbound at 12:15 yesterday. It is still working. I am not sure why. There has been no update from the TCR team nor my support ticket or my Account Manager. It's great that it is now working but I am afraid that I do not know for how long. Do I need to send additional information for the TCR team to reach out to me? Let me know.

Thanks for your help @Becky-Community_Manager !

Becky, no one has reached out nor is this issue resolved. I do not think RingCentral is able to fix it at this time. It would not be in the Community where everyone is having the same problem after filling out the TCR form in January if this was not a tech support issue. I would love to hear from the TCR program management team and be able to tell this community there is a fix or some other interim solution until it is resolved.

Thank you. Not being able to text in Home Care is crippling our business. Our clients are not able to receive responses nor can our care team. We need relief very soon or an alternate solution.

Thanks!

We are experiencing the same issue. Seems to only affect a few new users on our account.

@Becky-Community_Manager can you help look into our issue?

@Mike Stecker I have shared your concerns with our TCR program managers.
When I have an update, I'll reach out or someone else will be in contact.

It is frustrating! All our numbers that existed before this year can still send sms messages, but they blocked it for new lines. It doesn't make sense that they still let some users send messages and not others.

The idea here is that we don't want to disable all your abilities to execute SMS while pushing through on the campaign registration. However, any new numbers will be enabled when the TCR process has been completed.

I signed up for Ring Central on December 8th. Was not informed I needed to fill out TCR form until i tried to send a text at the beginning of january and kept getting rejected. filled out TCR form on January 8th. still don't have text messaging available. going on 2.5 months now....abysmal service

Hi Lori - Experiencing the same. Every link to read more about TCR just takes you back to the same support article with zero additional info. This rollout has been less than perfect. No notice just disable SMS for any new line and let the customer call support with support stating you need to register for TCR even though SMS is not supposed to be disable until 3/31/2023. RingCentral needs to do better here. Turning off features without telling the customer is unacceptable and may even breach contract. I am beyond frustrated.

Same here, two cases since January. I would have never ported in their competitors phone numbers if I had received any messaging stating that SMS was going to cease to work on those said numbers. Over 30 days, with two TCR applications submitted myself. It is absolutely hypocritical to not have this auto-authorized for newly ported or purchased numbers while allowing the original contracted numbers still authorized to use SMS, when it can all be turned off on March 31st. Do I understand correctly that if a TCR app doesn't come back approved we'll lose all SMS for every number in our account on March 31st? Reading through the community pages here is not very encouraging and if anyone else uses SMS for MFA they, like us, will have to consider changes in their security processes.

i wish they would process my TCR form as fast as they delete my comments on the community board

same. been waiting 2.5 months. been getting charged the whole time. have never been able to text.

@Lori Browne I am looking into this with our internal teams. Give me some time to hear back from our internal partners.

@Lori Browne After working with the internal teams, it looks like your TCR was rejected because of the Opt-In/Opt-Out help keywords and messages.
You are required to obtain consent from consumers before you send them SMS messages.

You can implement one of the common methods to get your consumer’s consent.

• Having a form for users to enter their phone number on your website
• Sending users to a mobile website with a button to opt-in for SMS messages
• Getting their consent at your physical location using a paper form
• Allowing users to call into your automated voice service phone number

Depending on the method you decide to use, TCR requires screenshots, examples, and other relevant data as proof of consent. Ensure you submit the following information for your specific campaign method.

• Timestamp of user’s consent
• What you used to get their consent (e.g., online form, physical form, mobile button)
• Language you used to ask for consent
• The campaign you wanted consent to send messages about
• IP address captured when user submitted information online
• User’s phone number
• User information (name, username, session ID, etc.)
  
  I would recommend going through Service Web and resubmitting your registration and pay close attention to these parts of the submission.
  If you have additional questions, please reach out to the Community team directly at Community.Support@RingCentral.com

@Becky-Community_Manager Thank you for looking into this. We will resubmit again. Why did we not receive any notice that there was an issue? We had also reached out to support and they never mentioned that there was an issue. We do receive consent through a form, so we could have resubmitted with screenshots a while ago.

@Lori Browne My pleasure. I'm sorry you weren't notified. Moving forward, please resubmit and shoot an email to Community.Support@RingCentral.com and we'll be glad to take a peek and make sure all is sorted.

Thank you, @Becky-Community_Manager.