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

SAME exact issue as ours!!

I am on the phone with the TCR and they cant do anything.  I asked to be transferred to someone who can do something.  The response was they are not taking calls.  I wonder why!!

Can some one please do something.  I aske this guy to put me on hold and walk over to someone's desk that can do something and fix my issue.  

I don’t want to hang up this phone call until my issue is resolved. 

My numbers were already approved prior to Ring Centrals SMS issue.  Why is it so difficult to just approve my numbers again.  Why can someone not just hit the approve button.  Why are you making me go through all of this headache??

I moved my service from Vonage (which was less expensive) because they were down for months with SMS.  They have gotten their SMS restored now and I am seriously thinking about moving my service back to Vonage.

I know I signed a contract with Ring Central but I am not the one not holding up my end of the deal.

I know - and I am really sorry about that. 
But I promise, I have engaged all of the appropriate folks - we’ll get an update.

We have had the same problem Since the 5th.  We took all the registration steps and did what we were supposed to.  When will this be fixed.  I see no update other than we are working on it.  This is not acceptable.  At the very least we should get status updates.  This is costing all of us money.

Help me understand your specific experience - First, did you register for TCR?
If yes, and you have some number that are not working, did you attempt the workaround?
You’re welcome to DM me with further details. 

I have not attempted the work around.  We did register way in advance months ago and everything was working until February 5th.  The comments I have read do not make me confident that the work around will work or remain working.

Sent you another DM. 
Please work with me over there so I can gather info and point you in the right direction. 

I would not try the work around, at least some things are working for you.

For the record.  Just received email from RingCentral with a link to RFO Report, claiming the SMS issue is resolved. 

RFO for INC-43126 _02182025.pdf

This is NOT true.   My users mostly still can’t send outbound SMS.

I have 3 users who are fully functional with SMS.

About 20 that are showing READY but can’t send SMS, but seem to be receiving SMS.

Anyone I try to add to SMS now gets stuck in “Not Yet Ready” and sometimes completely gets knocked off the SMS TCR all together.  

We are NOT fixed as of today, Feb 18, 2025.

Escalated # 270 087 44

Jason

We were suddenly reduced without warning from 250 approved numbers (since February of last year) to 49 approved numbers in our conversational low volume campaign at the beginning of this February.  It also kicked ALL numbers out of the campaign.  Now, while we are applying for more 49 number campaigns, we can no longer change the numbers in the existing campaign, getting the following in email, with no “recommended action(s)” listed:

Unfortunately, we were unable to set up the phone numbers you selected to send and receive text messages. Review the results and complete the recommended action(s).

We basically can’t function as a business without the ability to reply to our customers’ text messages, so I’m afraid we are going to have to switch providers.

Hi Becky, any updates regarding this issue?  Going on 3 weeks with not being able to text :(
Please advise.

Thank you for providing this.  This has been so frustrating and the lack of communication doesn’t help.

This workaround worked me. Thank you. Hopefully everyone is back and running. I am worried that this fix is temporary from pervious comments. This process has been very painful to say the least. 

Hello,

Any update on this?  This is randomly happening to our staff and never know from day to day who will be affected.  This morning the “work around” stopped working.  We have sales staff that can no longer communicate with their customers.  These are customers that specifically stated they only wanted to communicate via SMS so they now have no way of responding to them.  Actually at this point they cannot be added back in so the SMS customers are sending are going no where.

Thank you,

This has been a major problem for our community where SMS is critical for communications with our students.  RingCentral should be handholding their customers to make sure they get their campaigns approved.  

I saw your DM this morning—apologies for the delay in responding. I’m working on getting someone to reach out to you today.

Hi Becky:

I can’t get a response from technical support and have even escalated our ticket and follow up emails. If you can assist, I would be grateful. The work arounds did not work. Case 27068124

Thank you!

Christy

Hi Scott:

I’m in the same boat. This is beyond frustrating. The lack of communication by Ring Central is not acceptable service. If they can’t fix this issue they need to just say so and allow contract cancellations immediately so we can all move on. 

Any update on this issue?  We have removed numbers for those individuals that lost the ability to text and are now unable to add them back in.  I opened a case on Friday, 2/21, and was told the case needed to be escalated and it could take up to 24 hours to be resolved.  I tried adding one of the numbers back in this morning, 2/24, but it still failed.  When I reached out to support I was advised that there had been no updates from the back office.

Also, if this is a known issue then why does the status site not reflect that there are SMS problems?

We’ve been having the same issue(s) at our place too - we had about 240 numbers approved and suddenly they stopped working.  I resubmitted our TCR reg and now can only add 49 numbers.  Our case workers need to be able to communicate with their consumers.  The work-around did work for a few users, but our ticket has been unanswered since 2/10

Ticket: 27037463