SMS Rejections

We are having the same problem. Been denied 9 times despite reviewing everything with a lawyer. Haven’t gotten a single response from any account manager despite emailing the Director of Sales over 10 times. 

We are months into this process. We just need SMS for basic communications. RingCentral’s current process of denial is atrocious. The denials are as undescriptive as possible and do not help us progress in any way. If we could get a response or be able to hop on a call for 15 minutes I’m positive we could get this resolved but we have had zero help or communication.

Hi ​@EmilyAA please send me a DM with your contact details. 

RC Phone Number:
Contact Name: 
Email Address:
Preferred Callback Number and time zone:
 

Please DM me. I’d like to connect you with someone. 

​@Mary-Community_Moderator ​@BeckyH would either of you be able to provide me with an update??

Emily, sorry for the delay. Mary is out of the office today with a family emergency. If you can update me via DM, I can take it from here. 

Issues after issues after issues and no one at RingCentral seems to know what to do to resolve this.

Look how many clients are complaining here.

Surprised to see there is no class action lawsuit yet…

My brand was just rejected for the 4th time this morning. 

Unlike others in this thread, I have actually had contact with 7 different people at RingCentral. Let me tell you- it doesn’t matter. 

Each rejection I have reached out to receive specific details on what was needed. Each time they responded and I implemented the changes word for word. Each time I have been rejected it has been due to a brand new requirement that wasn’t on their website nor in their emails/phone calls (this one taking over a month to be rejected).

We are looking for alternatives to RingCentral. This is the worst process and customer service I have ever experienced- and we all know how terrible some customer experiences are. 

Here is my full process so far: 
Submitted and rejected needing proper wording. That was fine. Fixed it based off of their website instructions. Submitted, waiting for 4 days, and rejected with a vague rejection. Submitted a case to understand why. Waited close to a week and got a response to the case on what was specifically needed. Had a few back and forths to clarify. Then made the changes word for word and reviewed them with a lawyer. 

Submitted again. Waited 5 days before it was rejected again. This time, we needed a brand new requirement that included having “red text” in the middle of our privacy policy? That came out of left field. 

Mad the changes and submitted again. At this point we were desperate to get this turned on as our clients lose money each day they don’t have it. Sent 12 emails over the course of 3 weeks to our Account Manager and any contact we had. Zero response. We stopped payments and notified them and still nothing.  

Came to this forum and the community manager gave me another contact who actually responded. They gave us 2 new account managers who then put is in contact with the “Escalation department”. We were made a “top priority”. Reviewed it with two different RingCentral employees. Both our account manager and the TCR escalation contact. They both said everything looked good. They said it could be done that same day or at the very most a few days later on the phone.  We continue to ask for updates each day but only get a response every 3rd day or so. 

Two weeks go by still being told we are a “top priority”. Denied again to a brand new requirement. This time we need to change our checkbox wording and our terms and conditions to include the “types of messages” as well as a whole new format for the terms and conditions. This was never mentioned before. 

We are on month three of this process. Although there has been some communication with RingCentral, it has been empty promises followed by a vague denial and then radio silence for a few days. 

Each time we submit, they follow with a brand new requirement. We just need to sit down and have them tell us yes or no at this point on every detail and then approve it on that same call. This is wasting everybody’s time. This is one of the worst customer experiences we have ever had.

We are looking for a new solution. 

Do not waste your time with RingCentral. They are useless providing any ETA or any solutions.

My TCR has been failed 6th time and we are waiting for the SMS service from November. We have moved from Vonage but I thing it was a worst decision we have taken so far.

Totally frustrated.

I believe that Mary is supporting you and has escalated. If you have additional issue, please reach out to me directly. 

Reach out to me. I’d like to look into this and escalate. 

Our TCR has been failed and we did not get any proper response. We always asks to update our website and we have done that as per the instructions but have no luck.

Our account manager has been changed and we do not have any information. This kind of service we are not expecting form RingCentral.

I have been having the same issue since August.  I had the changes made to my website per instructed but was rejected again.  There is a list of Error Codes available, but the actual rejection message does not contain the specific Error Codes.  I need this so that I can pass it on to the team that manages my website since following the general instructions does not seem to work.  I “reopened” my case on the support page and requested this and now I see my comment was removed and the case is again closed.  A case should not be closed until a resolution is made.  I was charged for the SMS application/feature yet I’m unable to use it.  Very frustrating.

Same here. I’m about ready to get rid of the dang company. I’ve been trying to get this done since the summer and I’ve had to purchase a dang web page, submitted at least 8 times with no luck. I’m done. 

Becky H,

My company is running into the same issue, but I am the ONLY one in my community, that cannot get SMS outbound to work. My Admin has done the TCR registration as well, but it’s been over a month and still no success. We will try the troubleshoot work-around steps you had on another forum, but if this doesn’t work, where else can we be pointed to, for dedicated help on this?