SMS Main Number Bug on Mobile

Hello RC Community,

Reaching out after months of zero success support ticket and escalation.

There is something happening in the past few months and I can’t be the only one.

In a nutshell:

i am the super-admin and designated operator “0” extension
previously (10+ yrs), no problem sending/receiving SMS from company main #, across all platforms

Today: I am still super admin. still operator assigned, but…

on mobile/iPad (iOS 18/iPadOS), i am unable to use the company main # to send SMS
i am restricted to using direct extension/additional assigned numbers
inbound SMS to main number -> view access only on mobile apps
cannot reply (unless i start a new chat from one of the other numbers)
the mobile apps do not respect the “outbound caller ID” rules per user/extension
on web/desktop app, the previous functionality hasn’t changed.

Truly bizarre behavior

Anyone else also experiencing this?

Support has been useless.

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@Mary-Community_Moderator

@PhongVu

@Mike Stowe

Hi @myobgyn,

Thank you for reaching out and sharing the details of your situation. I’d love to help get this sorted for you. To start, I’ll review the details you’ve shared and escalate this internally to ensure it gets the attention it deserves.

In the meantime, could you confirm the support ticket number(s) you’ve opened? This will help me follow up more effectively.

Thank you Mary!!

Case# 26339898

thread::50D4UbtCe7-luMSYubsDN

last communication from “tier 3 advanced support group”. “Glenn”, Jan 2nd. Case opened November

Thank you Mary!!

Case# 26339898

thread::50D4UbtCe7-luMSYubsDN

last communication from “tier 3 advanced support group”. “Glenn”, Jan 2nd. Case opened November

Thanks for sharing this! I'll reach out to the team and keep you posted with updates through DM.

Any updates yet??

This has only gotten worse, with no communication from RC escalation teams. Ticket opened in NOVEMBER.

SMS is critical to our business and customers.
We need a response and more importantly, a resolution …before I start talking to other vendors!!

Any updates yet??

This has only gotten worse, with no communication from RC escalation teams. Ticket opened in NOVEMBER.

SMS is critical to our business and customers.
We need a response and more importantly, a resolution …before I start talking to other vendors!!

Hi! I know you’ve been working with @PhongVu on this. Let me check in with him and get back to you.

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