Unable to Send Text Messages But can Send Photos, Videos, and Docs

Hi John, I would say that you're experiencing this issue because of the pending approval of your campaign registration. A campaign lets us know how you're using your phone numbers to send SMS, and the registration would take up to 20 business days.

We would also like to apologize for our Support Team's delay in responding to your inquiries due to the high volume of customers contacting us about TCR. Rest assured that they are monitoring everything. You may also check the TCR status on your Admin Portal. Sign in to your account and go to Phone System > Enhanced Business SMS > 10DLC Registration.

Thank you Mary; however, I started experiencing this issue BEFORE the pending approval of my campaign and before the TCR application was even submitted. This is also the exact same issue that I experienced last month, the month before that, and the month before that.

If it's a TCR issue, then why would I still be able to send group texts, images, videos, and docs without issue?

Thank you for your response.

Hello, I am having the same issue except I did my TCR a long time ago and I don’t believe that could have anything to do with it. Also, though it doesn’t respond with the error when sending images etc. they aren’t actually going through. We do still receive text and can text other ring central numbers within the company with success Anything outgoing just error. I see this is a year old but lacks a resolution -- which is why I posted here, so others can hopefully be given a resolution as this is really interrupting our business operations.

Hello ​@Topline, Could you send me a DM with your RingCentral number so I can check your account for you? Thanks!

I am also having this exact same identical issue for the second month in a row. Please check my account for me as well.  Also did our TCR awhile ago, redid it last week and today. Can also text other RingCentral users with no issue, but anyhting outgoing says “sorry this message cannot be delivered”. Our office has multiple RC lines and this is somehow only affecting mine, everyone else can still send texts. Please figure this out, as these continuing issues are going to force us to another provider.

Wow, based on the timeline it appears this is related to TCR registration. As I recall last year we registered our brand after seeing a notice in the ring central admin asking us to do something related to 10DLC I recall that it was required for businesses to be able to send SMS. Evidently this was separate to the TCR? The only reason we even saw the 10dlc registration was because we happened to be in our admin to setup our phones etc. otherwise we do not have reason to login to the web admin very often. That being said, I’m really surprised that proper notification, like a text, phone call, e-mail, or physical letter wasn’t issued to let us know we were about to be blocked from using the services we pay for unless we did some legal requirement that we had no knowledge of. Now everyone affected by this has to register and then wait 10, 20+ days to see if they will even be reinstated, I’m a little shocked by this. If you are in the same position as me and were under the impression you did the TCR registration, well you probably haven’t evidently… you registered your brand, and still need to register your brand. There will be a wait to have your service restored, and it’s possible you will be denied. So make sure you fill it out correctly, my business has a website so it’s very important to make sure that I have the necessary privacy policies in place and include them in the registration to avoid a denial.  I’ll update this once the problem is resolved. To get to the registration page login to your ring central admin account and go here: https://service.ringcentral.com/application/company/enhancedBusinessSMS/smsTcrRegistration?postEmailLogin=true

Make sure you fill things out right!  Here’s ringcentrals page “keys to success” for the problem you didn't know you had.. https://support.ringcentral.com/sms-registration

***IF YOU HAVE A WEBSITE READ BELOW***

Since I don’t think this information is posted somewhere here’s the details on how to pass:

Ensure Website Compliance

Your website must include a clear and comprehensive Privacy Policy. The Privacy Policy should inform customers about how their data is collected, used, and protected. It must specifically state that 

SMS opt-in consent or phone numbers for SMS purposes will NOT be shared with third parties and affiliates for marketing purposes.

Privacy Policy Requirements:

• Data Collection: What personal information is collected and how.
• Data Usage: How the information will be used.
• Data Protection: Measures taken to protect the data.
• User Rights: Rights regarding their personal data and how to exercise them.
• Opt-In and Opt-Out: Details about how users can opt-in and opt-out.
• Contact Information: For privacy-related inquiries.
• Policy Updates: How users will be informed about changes.
• Accessibility: Ensure the policy is easily accessible.

If your website collects phone numbers (e.g., via the Contact Us form):

• Your website form must include an optional checkbox specific to receiving SMS messages. The checkbox cannot be combined with any other type of consent (e.g., email, phone calls, or terms of service).
• Your website must also describe the types of SMS messages the recipient may receive (e.g., promotional or informational).

Example checkbox wording:

By checking this box, you agree to receive text messages from [company name] about [enter types of messages]. You agree to our Terms and Conditions and our Privacy Policy. Reply STOP to opt-out at any time, Reply HELP for customer care contact information, or contact us at [enter phone number]. Messaging data rates may apply, and messaging frequency may vary.

Your website must include a Terms & Conditions Page. This must be included in the Privacy Policy or be a stand-alone document and include the following:

(Notes: This is an example, please accommodate based on your business.)

1. SMS Consent Communication:
   • The information (Phone Numbers) obtained as part of the SMS consent process will not be shared with third parties for marketing purposes.
2. Types of SMS Communications:
   • If you have consented to receive text messages from [Company Name], you may receive messages related to the following (provide specific examples):
     • Appointment reminders
     • Follow-up messages
     • Billing inquiries
     • Promotions or offers (if applicable)
3. Example: "Hello, this is a friendly reminder of your upcoming appointment with Dr. [Name] at [Location] on [Date] at [Time]. Reply STOP to opt out of SMS messaging at any time."
4. Message Frequency:
   • Message frequency may vary depending on the type of communication. For example, you may receive up to [X] SMS messages per week related to your [appointments/billing, etc.].
5. Example: "Message frequency may vary. You may receive up to 2 SMS messages per week regarding your appointments or account status."
6. 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.
7. Opt-In Method:
   • You may opt-in to receive SMS messages from [Company Name] in the following ways:
     • Verbally, during a conversation
     • By submitting an online form
     • By filling out a paper form
8. 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.
9. Help:
   • If you are experiencing any issues, you can reply with the keyword HELP. Or, you can get help directly from us at [insert the link].
   • Additional Options: If you do not wish to receive SMS messages, you can choose not to check the SMS consent box on our forms.
10. 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] and [Terms and Conditions] pages.
    • Message frequency may vary.

Types of Text Messages

You will send the following types of text messages:

• Appointment Reminders: Notifications about upcoming appointments.
• Follow-up Messages: Messages following up on recent interactions or services provided.
• Billing Inquiries: Information and inquiries related to billing and payments.
• Promotions and Offers: Promotional messages and special offers for customers.

Services of Your Company

What service does your company or business provide to your customers?

 Additionally to the services about your company, we need to place the following information as well: Message Frequency may vary, we expect to send/receive from 3 to 4 messages per day across all numbers.

Uses Cases

Appointment Reminders: If you're sending notifications about upcoming appointments, then you should opt for the Customer Care/Conversation External. These messages help keep your clients informed and reduce no-show rates by providing timely reminders.

Follow-up Messages: If your messages are intended to follow up on recent interactions or services provided, the Customer Care/Conversation External use case is ideal. This can include feedback requests, service evaluations, or additional information relevant to the customer's recent engagement with your business.

Billing Inquiries: For messages related to billing and payments, choose the Customer Care/Conversation Externa luse case. These messages might include billing reminders, payment confirmations, or inquiries about a customer's account balance or payment status.

Promotions and Offers: If you plan to send promotional messages and special offers to your customers, the Marketing use case is the best fit. This will cover any sales alerts, discount codes, and special offers to encourage engagement and

Consent Section

Make sure your opt-in process instructions explicitly detail where you’ll obtain consent and include a link to your Terms and Conditions.

If you use a website form, the checkbox for SMS consent should be unchecked by default and not required. The consent language should read: "By checking this box, you agree to receive text messages from [company name] about [enter types of messages]. You agree to our Terms and Conditions and our Privacy Policy. Reply STOP to opt-out at any time. Reply HELP for customer care contact information or contact us at [insert phone number]. Messaging data rates may apply, and messaging frequency may vary.

” You must also include a phone number field, an optional text box for additional information, and your online privacy policy must be easily accessible from the form.

If you obtain verbal consent, provide the exact script used to ask the customer to opt in. The script must be entered word for word in the text box popup that appears when you select "We ask them verbally" in the TCR Registration form. For example, “Do you agree to receive conversational text messages from [Business Name]? The message frequency will vary and message and data rates may apply. Text HELP for help. Text STOP to cancel. Visit [Privacy Policy URL] for privacy policy and [Terms URL] for Terms of Service.”

If you obtain written consent, Submit a RingCentral support case and send a copy of a signed document that includes a consent checkbox and phone number field. The consent language should read: "I consent to receive SMS from [Business Name]. Reply STOP to opt-out; Reply HELP; Message and data rates apply; Messaging frequency may vary.”

They Message us first/We ask them verbally: To ensure that customers are aware of how to text your business, please provide proof of where this information can be found. This proof can be displayed on your website, paper forms, business cards, etc.

A sample message might look like this:

You can text us at 555.555.5555 for information regarding our services. By texting [Business Name] at [phone number], you agree to receive [campaign type (e.g. Conversational, Marketing, Notifications)] messages from [Company Name]. Reply STOP to opt-out; Reply HELP for support; Message & data rates may apply; Messaging frequency may vary. Visit [privacy policy URL] to see our privacy policy and [Terms URL] for our Terms of Service.

This message must be clearly visible and easily accessible to ensure compliance and to make it simple for consumers to understand how to communicate with your business via text.

Include Opt-Out Language in Sample Messages

Ensure that every sample message includes the opt-out option: "Reply STOP to opt out of messages from [Business name]." Example message: "Hi [Recipient's Name]! Thanks for being a valued customer. Stay tuned for updates and exclusive offers. Reply STOP to opt out of messages from [Business name]."

Edit Opt-in, Help, and Opt-out Messages

Opt-in: Your opt-in message must include:

• Your brand name.
• How often they'll get messages (e.g., "Messaging frequency may vary").
• Instructions for how to opt-out (e.g., "Reply STOP to opt-out").

Example Opt-in Message: "(Company name). Messaging frequency may vary for (Brand Name/DBA). To opt-out, text STOP. For assistance, text HELP or visit (Brand Website URL). Privacy policy (Privacy policy URL). Terms of Service (Terms URL) Message and data rates may apply."


 

Opt-out: Stop/Opt-out Message (when someone unsubscribes): Make sure it includes:

• Your brand name.
• A confirmation they've unsubscribed.
• A note that they won't get any more messages.
• Example Stop/Opt-out Message: "Thank you for opting out of SMS messages from '[business name]'. You will not receive further SMS communication. To opt back in, reply START."

Help: Help Message (when someone texts HELP): Your HELP message must include:

• Your brand name.
• A way for a client to get support, such as a toll-free number, email, or website.
• A note stating, "Message and data rates may apply."

Example Help Message: "Thank you for contacting '[business name]'. We will get in touch with you soon to help you. For immediate assistance, please get in touch with us via '[phone number]' or visit '[website URL]'."

Seems like something happened in February to trigger these issues. I had to completely removed my clients campaign and create a new one at the direction of Ring Central support, but outbound texting STILL doesn’t work. TCR status is complete, and several users are assigned numbers but outbound texting doesn’t work. They can only text Ring Central numbers, and can receive inbound texts. 

Support marked our issue as resolved after the campaign was recreated, but clearly it is not. Something else going on here?