TCR Registration Denials Impacting Public Safety Operations – Seeking Help and Insights

Do you have your case number?

Hi there PhongVu,

Thank you for your reply back. The case number is: 26162234

We just received another rejection last night. As I said, it’s just frustrating because we are doing what RC representatives are all telling us every time. 

Any thoughts would be greatly appreciated. Have a nice day. : )

Best, &c,

Ruben

Also, it seems that I’m not able to place my name for a resubmission as the form is locked, but these fields are required. I already tried to fill out this form 4 times from 3 different devices, cleared cookies and tried using different internet connections. What do I do about this issue? 

 

I can’t fill out those fields. 

Thanks again for your help. : )

Best, &c,

Ruben

Update: In an attempt to avoid further delays, I submitted another application as I was unable to update this one due to the field being unavailable to change. I would like some refunds to our company here due to this technical issue, if possible. Thank you for your valuable time. : )

Best, &c,

Ruben

Let me check with the team to see what exactly is going on with your request. Please stay tuned.

The TCR team will take care of your case. I heard that they will have a call with you today to go over the issues. It seems your website and other provided information do not meet the requirements.

Meanwhile, this article should be helpful for anyone who wants to know about the TCR registration process.

Hi there PhongVu, 

We spoke with the team this morning. As for the website or other provided information, as I had explained, the issues is that RC staff have directed the website and other provided information to be exactly as posted, so we are in a conundrum because we followed all exact instructions with TCR reps on the phone. 

As we have already dedicated 40-60 staffing hours on this issue already, I went through these guidelines myself yesterday and this morning to ensure they meet the requirements in conformity with TCR and submitted under the new application; I am confident they meet all guidelines/I am not so sure RC TCR staff had a great understanding of those requirements when they directed us to make those edits unfortunately.

Again, since your staff directed these edits and we made them to your specifications, I would appreciate a credit for those rejections on our account as a show of goodwill. I assume you could just listen to your recordings to see we followed their every instruction. 

We also had technical issues with that previous application which would not enable us to make edits to them as I screenshotted above. Nobody was able to address those issues; this is the reason why we submitted a new application. 

We really need you guys to make this work; we have been with you since you were a much smaller company because we believe in you and the service you offer. While we value your relationship, this is wholly unacceptable and we may consider our options to go elsewhere unless this issue is rectified as soon as possible. 

I know you are doing your best here and working through some challenges so I appreciate your valuable time very much. Thank you for your assistance. 

Best, &c,

Ruben

Hello, our Case number: 25916935, unfortunately we have to refuse your services and in the future we cannot recommend your services to our friends. We have been trying to pass SMS registration for several months now, and each time you have new requirements for us, we have already had 5-6 attempts, and each time you take money from us for this. Also, each check lasts 20 days or more. Time is running out, you take money from us, and we still cannot fully use your services. Please send us specific instructions on what we need to do to pass SMS registration, if we do not pass registration this time, we will be forced to seek help from another provider who can resolve issues promptly. Thank you.

​@rubenmajor ​@SHAVKAT ILFANOV 
I’m sorry you’ve had this experience.

Let myself and my team dig into this and escalate as needed.
I know this process is frustrating and there are so many hoops to jump through. 
We’ll be in touch with further details, but if you have additional context you would like to share - please email Community.Support@RingCentral.com or PM me!

Hey, it sounds like you are working with the TCR team now - however, if you run into any issues, please reach out to me directly.

Hi Ruben,

I wanted to confirm we got this escalated and it is being reviewed by our customer experience team. Please anticipate them reaching out to you directly. As Becky advised, if you have any additional information you would like to share, feel free to reach out to us via email at community.support@ringcentral.com! Thank you for your patience during this process, we know it is frustrating and we appreciate your understanding while we work on getting this resolved for you. 

Hi there, 

I appreciate your response very much. We have been a customer of RC for about 10 years or so. We will need a resolution to the case today or we will just cancel the service. We already received 2 other rejections and those rejections do not make any sense as we have already met the requirements. We can’t continue to waste any more time on this project. I hope you will be able to get us approved by the end of the day so we can continue using your services, but we cannot do this any longer. I appreciate your valuable time and understanding, but we must leave if we can’t have the issue resolved as we followed your reps every instructions. 

Best, &c, 

Ruben

Ruben, I just had someone attempt to call you to discuss further. They passed their number to a customer service representative. 
Please give Yuna a call today and she will speak with you. 
And if there is a better number to call, please share that with us via email so that we can get that number to her. 
 

Hi BeckyH,

Thank you for your quick reply back. I tried to call them a few times, but there is no answer. If you want to send me an email or update me here, that’s fine. I just need us to have this approval today in order for us to continue on with RC. It is too much staffing hours wasted and we do everything the reps say anyway. I am truly confused on this and ultimately disappointed in how this has all come to pass. We really have enjoyed RC beyond this and the services offered, but we are really worried we won’t be able to help the people we service and this is an urgent public safety education matter for us to be able to concentrate with both aspiring and current first responders regarding their requirements to either stay certified or become certified. 

Thank you for your understanding, time and attention to this matter. 

Best, &c, 

Ruben

Hi there, we are still waiting on a reply back. We have tried to call also your numbers back and the 800 number and been waiting on hold upwards of an hour or more and then get disconnected. 

Please if you can tell us what’s happening here? 

Best, &c,

Ruben

​@rubenmajor a rep is calling you back. Is there a best time for them to reach you so they don’t hit your voicemail?

Hi BeckyH,

We spoke with multiple reps again after your last message and we’ve been continuing to work through the TCR registration process, but unfortunately, our application is still being denied. On a recent call with Luis from TCR, we were informed that the sample messages provided in our application were flagged for not including our company name at the end of each message, even though it is already prominently displayed at the beginning.

This feedback feels redundant, but we were advised to follow their exact guidelines. Once the application is officially denied. It’s frustrating that we can’t make this update immediately and are forced to wait 72 hours for the denial to process before resubmitting. I don’t really understand what is going on when we are listening to every TCR reps advice and the continual denials. We are on 11 or 12 for denials and these are literally all due to TCR rep advice. 

We appreciate any insights or advice from others who’ve encountered similar issues.

Best, &c,

Ruben

​@rubenmajor It’s funny that you mentioned the redundancy because I just got off a call with one of my TCR contacts and she was saying that it is indeed redundant, but the carriers REQUIRE that every box is checked and if it says it needs you to restate something again, you have to do it. 

And unfortunately, we can’t do anything about the 72 hour wait, as TCR is processing, likely, thousands of requests at this time so their queue is full for reviewing each registration. 

I know this is not an ideal process, but I promise you, it’s not RingCentral that is throwing up the blocks. These requirements come down from the carriers in an effort to ensure that SMS is being used for legitimate purposes - and hopefully, minimizing the spam that we’ve all been receiving for a long time now. 

Do you have something submitted that is being reviewed by TCR right now? If you do and it doesn’t go through this time, shoot me an email and I’ll work with my contact so we don’t run into any further hurdles. 

​@rubenmajor I’ve reached out to Mike Stowe who is heading up a lot of the TCR things that are happening internally here at RingCentral and he has offered to give you a call. 
Is there a good time for him to reach out?

...having the exact same issue….TCR has rejected 3 of our “campaigns” for various impossible to decipher reasons...this is super frustrating because, like you, we followed all the “advice” on how to submit a “campaign” that would be approved….all I need to do is communicate with the tenants ………..here’s the last one...

Ex. DCA2 declined sharing request for campaign CEFQQMK. Explanation: Needs compliant and accurate CTA information, update with specific path for mobile opt-in, HELP instructions, STOP instructions, message frequency disclosure, "message and data rates may apply" disclosure and link to the message program privacy policy, or language referring to the privacy policy. Opt-in message/Confirmation MT must contain brand name, HELP, opt-out, mssg frequency and associated fees disclosures. Opt-out message must contain brand name and indicate that no further messages will be sent. HELP message must contain brand name and contain support contact (email, phone number, or support website). (861)
Registration requires strict adherence to carrier SMS policies, as well as detailed information using SMS, and how you are obtaining consent.

​@Montgomery Manor Albuquerque 
 

I understand how frustrating this is, especially after following all the guidelines. I’ve reviewed your account and the cases you’ve submitted, including the open one that’s currently being monitored by one of our TCR Specialists. I’ll ensure that our Escalations Team reaches out to you as well.

Hi BeckyH and RingCentral Team,

I’m reaching out again because we’ve followed all the guidelines to the letter, yet our TCR registration keeps getting denied. It feels like trying to solve a puzzle where the pieces keep changing shape!

Now, we’re being asked to apply TCR requirements to internal forms that don’t handle SMS and to modify our website by adding footers—even though we already have a comprehensive privacy policy. Each new application not only adds more fees but also more hurdles to jump through.

This constant shift in requirements is making it impossible for us to achieve approval and is severely impacting our ability to support EMT and public safety operations. We’ve dedicated countless hours and resources following your reps’ instructions, but without success.

We urgently need a clear, stable set of requirements and dedicated support to finally get our registration approved. Otherwise, we may have to consider other providers who can meet our needs without the endless hoops.

Thank you for your immediate attention to this matter.

Best, &c,
Ruben

Just a quick update here. We have gone through the process of trying to get approved and done what all RC reps have asked of us about 10 more times. I am not kidding you. SMS are now all turned off.

We are exhausted and moving on. If SMS is not turned If it’s not resolved by the end of the day, we will take our $15-20K elsewhere to another service interested in getting businesses approved and not the run-around wasting our time. Best of luck RC. 

Best, &c,

Ruben

We have the same issue and we are calling them and being co-operative with RC team but they told me to do the TCR update and it will take 15 days or more. my SMS service has been stopped suddenly without notifying me and i am loosing my business activities. this should not happen when we are already paying on time payment. At the end, we are deciding to move to another carrier. 

they are not co-operative at all. they are charging money but not giving services to customer.

At the end, we are wasting days and night for solving this issue and which we shouldn’t.

NOT GOOD EXPERINCE AT ALL. I AM GOING TO CANCEL THEIR SERVICES NOW.

So we have sent a message to the organization regulating this issue: Campaign Registry info@campaignregistry.com and support@campaignregistry.com - supposedly there’s an appeals process you can use there directly, although I’m not sure. Obviously for us RC has not worked out well, but perhaps going through Campaign Registry directly will be more fruitful. 

Best, &c,

Ruben