The First Step

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

Forum|Forum|1 year ago
February 11, 2025
53 replies
5775 views

Help. It has been over 10 days and outbound SMS/Text is not working.

We have tried the suggestions to fix and it’s not working.

I’m sure RingCentral has received numerous complaints about this issue but what is being done?

this did not work
February 5, 2025
12:29:47 PSTRingCentral Operations teams have performed actions to mitigate the outbound SMS issue for a large portion of customers with compliant and registered campaigns and number pools. Teams will continue to work to mitigate the issue for customers still experiencing the issue.
RingCentral Operations teams have identified a possible workaround for this issue. Customers eligible for the workaround are those who are compliant with registered campaigns and number pools (where applicable). To resolve this issue, please take the following steps to remove the numbers from the campaign and re-add them to the campaign.
1. Sign in to the Admin Portal.
2. Click the Phone System tab.
3. Click Business SMS, then click TCR Registration.
4. Click the number under Numbers assigned. You can also click the three-dot More icon, then select Manage numbers.
5. Click Remove in the phone number row to delete current numbers.
6. Click Done
7. In the popup window, click Add numbers to select new numbers to link to your application.
8. Select the numbers you wish to set up with SMS, then click Add.
Please reach out to customer care if you are experiencing issues implementing the workaround. After numbers are removed and re-added, it may take a couple hours for provisioning to complete. The next update will be provided in the morning of February 6th or when there is a significant change in status.

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D

darchambault

New Participant

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.

Mary-Community_Moderator

Community Manager

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,

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

C

CWills

New Participant

Okay, let me dig a bit deeper to see where your ticket stands today.
My understanding is that it is not an outage.

Thank you Becky, please keep me posted. There are other issues being discussed on this thread and I don’t want to lose track of your response. Thank you.

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

C

CWills

New Participant

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 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.

S

Susan2153262010

The First Step

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?

C

ctsmith

The First Step

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

D

DTHRBP

Author

The First Step

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

Hi Jason, I’m curious if your issue was resolved. Ours has not and we are no longer getting response from the support team. Are your users fully functional with SMS now?

D

DTHRBP

Author

The First Step

Okay, let me dig a bit deeper to see where your ticket stands today.
My understanding is that it is not an outage.

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

Any update?

G

gaylward

New Participant

text / sms still not working here either. Workaround did not work. Has an update been established yet?

BeckyH

Community Manager

text / sms still not working here either. Workaround did not work. Has an update been established yet?

Hey, Gail - I took a look at this and it may be a circumstance where you need to reach out to your IT manager directly. He may be able to shed some light on who has access to SMS currently.
Let me know if I can help further.

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