SMS Error Message: "Your extension does not support external text messaging."

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I have a user that receives the following message when trying to SMS an external number from his RC for Windows app.  Your extension does not support external text messaging.  Please contact your Administrator."  I am the Administrator.  How do I fix this?
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Karin F

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Posted 2 years ago

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Jeremy Miller

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SMS probably needs to be enabled on the line. I had this happened right after getting a number ported. Call support and they can initiate the setting change. 
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Karin F

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Sounds logical since we just had our numbers ported over.  Thanks!!!
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Kim, Alum

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If the numbers were recently ported in, please allow 7-14 days for SMS to be enabled. If it has already been 14 days, you can email us at Community.Support@ringcentral.com with the phone number that is having the issue and we can take a look at it for you. :-) 
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Jan Ferguson, Champion

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Karin,

How is the user logging into his RC Windows application? Is he logging in with a toll-free number, using his extension or is he using his direct line number. SMS messages cannot be sent from non-direct/digital lines (i.e., toll-free numbers).

If he is using a non-direct/digital line login, have him use his direct/digital line number instead and then try sending an SMS message.

Additionally, is your account one which allows for business SMS functionality? You must have a RingCentral Office account.
(Edited)
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Karin F

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Thanks Jan.  Yes, he is in RC Windows app.  He logs in with our main company number and his extension.  We just had our numbers port in, so I'm going to take Jeremy's advice above and contact support.  Thanks again!
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Kim, Alum

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Once the numbers have been ported over, the users will need to login with the Desktop App via their Direct Line (not the main number + Ext). 
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Adam Secousse

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Hi Karin,

  Does the account have an extension with the company number and a direct phone number, or just an ext. with company number?  If the latter, I've seen that our employees with just an extension don't have sms capability to direct phone numbers outside of the organization's RingCentral accounts.

  Does that make sense?

Thanks,
Adam
asecousse@proove.com
Proove Biosciences
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Ethan Maass

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The above reply is interesting. I too get the Your Extension Does Not support external text messaging" error message. I need to log in to my RC account using an extension in order for my auto attendant system to work correctly. Customers press 1 to speak to a live person, which sends them to extension 1. So I log into the iOS app as extension 1, but then lose SMS capability. What's the solution.
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Jan Ferguson, Champion

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SMS functionality only works on digital lines. If there is no digital line assigned to extension 1, that is why you lose SMS functionality.

The only solutions are to 1) Purchase another digital line/user to be assigned to extension 1, or (2) Have your auto-attendant transfer the call to your extension (the one with your digital line assigned) and you will maintain SMS functionality.
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Ethan Maass

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Ah, ok. That makes sense. So, having only one extension on my account, which is #101, I just change my auto attendant to send users who press 1, to extension 101? Can I change my existing extension 101 to be extension 1?
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Jan Ferguson, Champion

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Yes...in fact I recommend it. Extension 101 is the default admin extension. I always recommend to my clients to not use it and to assign themselves a different extension. I personally assigned myself x102. Just "unassign" your digital line from extension 101 and assign it extension 1 instead.

In your case, it sounds as though you are using single-level IVR (auto-attendant) since you have one line and are using extension 1. If you do reassign the digital line to extension 1, it will work as you want it to.
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Ethan Maass

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Done, and works. Thanks.
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Chris Duquette, Champion

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I was going to say just at a quick glance another issue may be if your company has to be HIPPA compliant, you will not be able to use SMS either. Not sure if that applies to your situation at all.