RingCentral Outbound SMS/Text not working (message cannot be sent error)

If the workaround didn’t work for you, I would recommend opening a case. 
If you run into issues with that process, please circle back and we can assist in pushing your case forward. 

Thank you BeckyH.  Appreciate the quick response.

Apparently IT has a service ticket but there hasn’t been any movement.  Here was there reply sent on 2/5 with no changes or updates:

Yes, there is a service ticket in with our dedicated Telecom team, and they are working directly with RingCentral on this issue. This is a system-wide outage affecting not just our company but many others as well, including all RingCentral subscribers. The team is actively monitoring the situation, and we’ll provide updates as soon as we receive more information.

Becky, do you know if this is a system-wide outage? 

INC0064833 

Okay, let me dig a bit deeper to see where your ticket stands today.
My understanding is that it is not an outage. 
 

Is RingCentral having issues with certain phone service providers?

Or issues with certain operating systems?

We are able to send texts to all Androids we tested so far, and experiencing issues with most iPhone numbers.

The status page is not showing any issues.

Please provide an update.

No, that is not part of the issue. 
Customers were experiencing one of two problems. 
1.) They had not completed registration for SMS through TCR. 
2.) A small number of RingCentral customers experienced issues with numbers being improperly associated with approved SMS campaigns. This is not due to an outage, but due to a technical issue that has since been identified. RingCentral has communicated with impacted customers and provided a workaround to help customers to resolve the issue.

If this does not describe your current concern, I would encourage you to create a case with support for them to assist you with digging into the root cause of your specific circumstances. 

Thank you Becky, please keep me posted.  There are other issues being discussed on this thread and I don’t want to lose track of your response.  Thank you.

I have been dealing with this issue for a week now.  I did the work around and I cant get my numbers approved again.  I keep selecting the numbers and they keep failing.  I wish I would have just waited for this to be fixed instead of trying to do the work around.  This SMS has been a nightmare for me.

Opening a case is not working for me, I have had a case open for 5 days now and I keep getting told the same thing.  

I have also had may case escalated several times.  I keep adding my numbers to the TCR registration and they keep failing.  No one can tell me why.  Just to re add them again.

For us, I have 3 situations for SMS right now.

For those users that I never touched within SMS Registrations, they can send/receive without issues.

For those that I tried the RingCentral work around by removing and re-adding them to SMS Registration, I have some that are now back in Ready status but can only receive but not send SMS.

I have some that I added back to SMS Registration and are stuck in “Not Yet Ready” and can’t do anything with SMS.

We have been down since 2/3. 

Hey, your case was escalated but the Telco department does not have a resolution yet. I know that’s frustrating, but I will ping the team to let them know you’d like an update on progress. 

This looks like it’s sitting with Telco Ops. 
I’ll ping the team and see if they have any updates. 
 

Becky -

If you can get my case closer to resolution, or better yet, resolved.  You will be my favorite person on Earth!

I mean, I’m always trying to win a place in our customers’ hearts. 
Give me some time to sync with the appropriate teams. 

We are experiencing the same issue, started on the 4th still waiting on communication from RingCentral support staff. 

Original case number: 26980126

Escalated case number: 27007125

I can’t even get the ‘inbound SMS’ to work - and this has nothing to do with TCR. It’s just incoming SMS.

We have so many 2-factor authentication logins requiring a text code and cannot operate.

There is major issue with RingCentral’s processing, and it is affecting too many of your customers.

Hi ​@avital-faershtein, 
 

Could you share more details about your inbound SMS issue? Are you only having trouble receiving secure codes for account authentication, or are regular SMS messages also affected?

Thanks!

We cannot set up an inbound only for users at the moment, since this is also not instant.

And while a number is being reviewed to be added to the TCR registration, we cannot also add it to the inbound only to receive SMS in the meantime.

Thank you for clarifying! Let me know if you need any help with follow-ups or if the review process is taking longer than usual. I'm happy to assist!

Hello ​@qlee25,
Thanks for sharing your case numbers! I checked them, and it looks like the representative has clarified the required steps for you. Let me know if you need any further help.

Those steps did not work and we’re having more and more issues.

The lack of responsiveness and resolution from RingCentral gives the impression that customer relationships and retention are not a priority. Our SMS usage is easily verifiable, and resolving this issue should be of utmost importance to your team. At this point, RingCentral's failure to provide the contracted service constitutes a breach of our agreement.

I assure you that our internal teams are working as quickly as possible to attend to this issue. 
Review is required and time is needed to ensure accuracy so you don’t encounter further issues.
We will ping the team to ask them to provide an update via the email chain you have currently going with them and our Community team. 

Thank you, Becky!

This situation really interrupted our business.

This situation with SMS has really interrupted our business also.  I have added my phone numbers back to the TCR registration 18 times now and I keep getting an email stating the numbers have failed.

This is more irritating than anything, you call to let the TCR team know what is going on and they just tell you to add the numbers back and it will take 24 - 48 hours to get them approved.

I WAS ALREADY APPROVED, and this keeps happening.  I was simply trying to do YOUR work around.  Add the numbers back and then in less than 12 hours I get an email stating they failed again.

We are in an insane cycle.  I want off of this loop please!!  I just want this fixed, it takes over an hour of my time to call you guys every time, and nothing is being done to correct this issue.  I know you say things are being done but it does not feel that way.  

Please get my issue resolved!!!  I am begging to get off of this rollercoaster!  

Just FYI, I have been on hold for the TCR team now for 36 minutes already!!  SMH

My case number is 270153-04