Please DM ​@Mary-Community_Moderator or myself and we can help you dig into this further and escalate as needed. 

I am having the exact same experience. Been “approved” by them on the call and implemented all changes word for word. Still been rejected 4 times. 

We got that exact same denial today. They told me it is now because we need to include “types of messages” in the checkbox and the terms and conditions. Both brand new requirements. 

We have been running in circles for months. I’ve seen other companies say they can have it approved in 5-7 days. We are looking to move to them instead. At this point we could open the new account and have all TCR approved over there before RC even gets back to us. 

Same exact experience. I have found that my application was rejected for the 4th time since November. I have spent many hours on the phone with their support center and have had them talk/walk me through every aspect of the application. I have called and gotten advice on how to word or reword something and the very next time I call a different representative tells me something different. I even shared my screen with a representative the last time a reapplied to ensure that my application wasn’t rejected again. All the help I have received has proven to be the very opposite as my application was rejected again. This process is ridiculous.

Hi ​@Oakmont Remodeling, please send me a DM with your account information. I’d like to help.

They are just useless and do not have any proper resolution.

I have tried connecting them 100 times from 6th Nov 2024 but after 4 months. We are still not able to complete our TCR registration. Just useless and waste of time.

Ash, we can help to escalate. Please reach out to Mary or I and we can help further. 

There is at least 10 to 15 escalation made on our case but nothing works. Our TCR is still under review and we are waiting from 14th Feb 2025

Hi ​@Ash Kumar, I replied to your DM yesterday and am waiting for your response. Let me know when you’re ready to continue the conversation! Thanks! 

​@Mary-Community_Moderator 

Today marks the 7th calendar day that we cannot even update our TCR registration request. This shows up on the Confirm Order page. 

Today marks the 20th calendar day since the absolute disaster with outbound SMS. Not a single person at RingCentral gave us consistent advice. We did everything you ask us to do and TCR requests keep on getting rejected.

Your VPs seem to have gone in hiding.

You’re breaking more things than fixing. We aren’t getting any further with outbound SMS. RingCentral has screwed up more in a couple months than all our other vendors combined in the last 24 months. I am not just frustrated. I am very angry!

​@Mary-Community_Moderator 

Today marks the 7th calendar day that we cannot even update our TCR registration request. This shows up on the Confirm Order page. 

 

Today marks the 20th calendar day since the absolute disaster with outbound SMS. Not a single person at RingCentral gave us consistent advice. We did everything you ask us to do and TCR requests keep on getting rejected.

Your VPs seem to have gone in hiding.

You’re breaking more things than fixing. We aren’t getting any further with outbound SMS. RingCentral has screwed up more in a couple months than all our other vendors combined in the last 24 months. I am not just frustrated. I am very angry!

​@Chirag3514922020  I’ve replied through our Community email thread, and we’ll have someone reach out to assist you.

​@Mary-Community_Moderator nobody has responded yet.

Today marks the 11th day since your TCR update page has been broken.

Today also marks 1 month since your outbound SMS broke.

Y’all need to really get your act together.

​@Mary-Community_Moderator today marks the 13th day since your TCR update page hsa been broken. Today also marks 30th day since your outbound SMS broke.

Becky H reached out to me about additional layer of escalation. It looks like y’all are only giving lip service - all talk and no action.

This is ridiculous - I’m reading these posts and I’m having EXACTLY the same issue.

I have submitted my request 6 or 7 times - after completing screen-sharing sesions with TCR team leaders, updating everything as per the information they senf me via email, and just now the last sumission was rejected - after 6 weeks of no SMS. This is affecting my business and I seriously need to consider moving away from RC totally.

Before the deadline expired, I was helped by a TCR team leader Lester Melendez. It was rejected so I emailed him and got no reply. Multiple times - no reply. Finally spent 1 hour on the phone to find out he went on vacation and did not set up an OoO reply on his email account :-(

I then was helped by another team leader - Horacio Leal. Screen sharing, emails etc. Updated everything - ALL GOOD (except for the rejection yesterday). Of course, I can’t get hold of Horacio anyh more - he’s alywas “busy”. There is no-one at RC taking any ownership of this. Basically anyone will review your case from zero and make completely new hit-and-miss recommendations.

This is so unprofessional from Ring Central. They have also modifiued their phone tree so even if you pust 3 then 1 for the TCR team, you first get put through to general technical support.

After 30 min on the phone today (mostly on hold), I was finally put through to someone from the TCR team who then proceeded to tell me things totally different that all the other TCR people did, and in such an unconvinging way. I just know if I now do the changes he says I need (which by the way are not related to the most recent rejection code), then it will be MORE weeks of watitng and then inevitable rejection.

Can someone recommend another provider with better support?

​@MyKC there is nobody who can adequately help at RingCentral. It’s a dumpster fire.

Today marks the 44th day since RingCentral’s outbound SMS broke. Today marks the 27th day since RingCentral’s own TCR update page has been broken.

I had to get RingCentral’s attention by sending message to their senior leaders and publicly call them out on their LinkedIn posts. I have been assigned a person to directly work with me. We’ll see how this person performs. We have gone through plenty of rejections.

We also use Twilio for texting and its campaign registration and approval took just 2 days.

It is my belief that RingCentral will continue struggling with TCR registration and is likely to lose a lot of customers as contracts end.

I finally got the campaign approved but now the numbers added only show setup in progress.  Calls to tech support were no help.  I’m asking for credit to the account for features that I am unable to use.

​@dakris of the 6 campaigns, we got one approved but not all numbers can text. So, we are dealing with that situation.

We got 5 campaign rejections just today. We have been assigned 1 individual from RingCentral, who - credit where it is due - did a great job of walking me through the next steps. I had to delete old campaigns and start from scratch, which is utterly frustrating.

To add to the frustration, RingCentral sent us an invoice for Standard Volume texting, which we don’t use. We are challenging their billing practices also.

Good news. Most of our campaigns are now approved and outbound text is going through based on our preliminary testing.

RingCentral allocated 1 person to work with me and that person did a good job. We had to redo all our campaigns, unfortunately. The campaigns got an ID the next day and were sent for approvals from Verizon/AT&T/T-Mobile/etc. After around 2 weeks of waiting, I got the message that the campaigns were approved - except 1, which is still under review.

After 2 months of SMS outbound outage, we are seeing outbound SMS go through.

I was able to add all our phone numbers to the campaigns and the setup of the phone numbers were done within hours. We are now testing to ensure that outbound SMS is indeed going through for all numbers that are in the campaigns.

It was a very frustrating process. Credit where it’s due: The 1 person from RingCentral who was allocated to our account was very honest, transparent, and dedicated. He told me he would stay on top of our situation until it was resolved and he sure did. People like him should be VPs of RingCentral. Our account managers and the community managers were also responsive.

The higher ups, however, were missing in action. The 1st tier support was really bad; nice people but gave us misleading information often.

I’m enduring the same thing. I am probably on my 12th decline for SMS registration since I opened my RC account in Feb 2025, yes just 3 months. We don’t even do text messages marketing. We only utilize it for customer service and helping customers with purchases. RC even put in their own ticket on my behalf and then I get a different decline. This is getting ridiculous. We have been texting with customers since 2017 and I can’t tell you how many customers call me all pissed off that we didn’t reply to their text. I have a big image on my website saying texting doesn’t work and on social media but people still text us. I’m sure I’ve lost business due to our customers not getting a reply. Also not to mention we can’t get into several accounts because they text our store number a code but we don’t have texting. It is so frustrating. I wish I could just speak to 1 person and they could tell me everything that is wrong or what I need to do so we can get this done. 

​@Jprice That is so unfortunate! From what I have learned through this process is that RingCentral staff are learning as they go. One harsh reality for me was that I had to remove all the campaigns and start over again after they got rejected.

I had to get privacy webpage and terms and conditions webpage updated over and over again depending on who I talked to. Eventually, a person dedicated to our account for TCR carefully reviewed privacy and T&C pages and provided one final advice.

You could use something like this on your privacy page:

We don’t make private information available to third parties for marketing. No mobile opt-in or text message consent is shared with third parties for marketing. We don’t sell private information about our customers. We disclose such information only when it is necessary to conduct our business, such as to:

...

Standard messaging disclosure:

Message freqency may vary.
You can opt-out at any time by texting “STOP”
Messages and data rates may apply.
For assistance, text “HELP” or visit this privacy page (https://somesite.com/privacy/) and terms and conditions page (https://somesite.com/terms/).

For terms page, you could add something like this:

Communications

We may support SMS as a means of communications, if you choose to opt in. Messaging frequency depends on your needs. You can opt out of SMS by texting STOP or opt into SMS by texting START. Message and data rates may apply. Please visit our privacy webpage on https://somesite.com/privacy/ periodically. By opting into SMS from a web form you agree to receive SMS messages. This includes SMS messages for <list reasons that you speak of in your campaign>.

SMS Terms and Conditions

1. SMS Consent Communication
The information and phone numbers obtained as a part of the SMS consent process is not shared with third parties.

2. Types of SMS Communications
If you have consented to receive SMS, you may receive messages related to the following:
2a. External communications
2b. Employee communications
2c. Appointment reminders
2d. Follow-up messages
2e. Billing inquries

3. Message Frequency
Message frequency may vary. You may receive up to 50 <whatever number that is, make sure it matches with your compaign> SMS messages per week regarding your appointments or account status.

4. Potential Fees for SMS Messaging
Please note that standard message and data rates may apply, depending on your carrier’s pricing plan. These fees may vary if the message is sent domestically or internationally.

5. Opt-In Method
Please use our contact form to opt-in to receive SMS messages.

6. Opt-out Method
You can opt out of receiving SMS messages at any time. To do so, simply reply “STOP” to any SMS message you receive. Alternatively, you can contact us directly to request removal from our messaging list.

7. Help and Support
If you are experiencing any issues, you can reply with the keyword HELP. Or, you can get help directly from us at https://somesite.com.
If you do not wish to receive SMS messages, you can choose not to check the SMS consent box on our forms.

Standard Messaging Disclosures
Message and data rates may apply.
You can opt out at any time by texting “STOP.”
For assistance, text “HELP” or visit our privacy policy at https://somesite.com/privacy/ and terms and conditions at https://somesite.com/terms/ pages.

If you have a web contact form, add a check box to it. Call it SMS opt-in. Below that, use something like this:

By checking this box, I consent to receive text messages from <your company name> related to external communication and employee communication. You can reply “STOP” at any time to opt-out. Message and data rates may apply. Message frequency may vary. Message types can include employee communications, appointment reminders, follow-up messages and billing inquiries. For assistance, text HELP or visit our website at https://somesite.com. For more information, please visit our privacy page on https://somesite.com/privacy/ and SMS terms and conditions page on https://somesite.com/terms/ on our website.

Make sure your campaigns are different from each other slightly. 

What service does your company or business provide to your customers? For this, write down what your company does such as: <company name> helps people move furniture. If an employee or customer gets hurt while moving furniture, they contact <company dispatch> for medical assistance. Our dispatch team team works with doctors near the area to ensure that proper care is taken of the injured employee. 

Type of message: use customer care. Write something like this: <company name> follows up with injured employee or customer about their medical condition using SMS, especially when injured person has hearing difficulty. <company> also uses SMS to share company's insurance information with doctors, ask for appointment, and respond to billing questions from hospitals.

Make sure you use the brand name, which may be the company name, in your text.

Give 4 natural examples such as

Hi Tony, I am so sorry to hear about your ear cut while moving. <company name/brand name> is handling your injury expense. Your doctor can call us on 444-333-2222 to discuss insurance information. Reply STOP to opt out.

Hi Robin, thank you for messaging <company name> about Tony's prescription for injury #123. <company name> rep will be at his appointment tomorrow. Can we discuss his prescription then? Reply STOP to opt out.

Hi Ross, this is <company name>. Did you send us the bill for injury #123 from yesterday's prescription fill? Reply STOP to opt out.

Dr. Lam, thank you for reach out to <company> about Tony with injury #123. We shared with Tony your website https://www.hospital.org/ to schedule MRI. Reply STOP to opt out.

Say yes to include phone numbers in text. Say yes to include URLs in text. 

For how you will get consent, choose They fill out a web form and also choose We ask them verbally.

For opt-in keyword use Thank you for opting into SMS messaging from <company>. You may receive 50 messages per month. To opt out, text STOP. For assistance, text HELP or visit https://somesite.com. Message & data rates may apply.

For opt out keyword use You will no longer receive messages from <company>. To opt back in at any time reply START.

For help use, Thank you for contacting <company>. You can find help online at https://somesite.com.

Hope this helps out someone.

The next campaign would have slightly different need and examples will be slightly different also.

Good luck.

Thank you so much! I will definitely use some of that.

With that many declines, we can help escalate this. 
Shoot us an email at Community.Support@RingCentral.com