TCR Registration Denials Impacting Public Safety Operations – Seeking Help and Insights

Ruben, I just had someone attempt to call you to discuss further. They passed their number to a customer service representative. 
Please give Yuna a call today and she will speak with you. 
And if there is a better number to call, please share that with us via email so that we can get that number to her. 
 

Hi BeckyH,

Thank you for your quick reply back. I tried to call them a few times, but there is no answer. If you want to send me an email or update me here, that’s fine. I just need us to have this approval today in order for us to continue on with RC. It is too much staffing hours wasted and we do everything the reps say anyway. I am truly confused on this and ultimately disappointed in how this has all come to pass. We really have enjoyed RC beyond this and the services offered, but we are really worried we won’t be able to help the people we service and this is an urgent public safety education matter for us to be able to concentrate with both aspiring and current first responders regarding their requirements to either stay certified or become certified. 

Thank you for your understanding, time and attention to this matter. 

Best, &c, 

Ruben

Hi there, we are still waiting on a reply back. We have tried to call also your numbers back and the 800 number and been waiting on hold upwards of an hour or more and then get disconnected. 

Please if you can tell us what’s happening here? 

Best, &c,

Ruben

​@rubenmajor a rep is calling you back. Is there a best time for them to reach you so they don’t hit your voicemail?

Hi BeckyH,

We spoke with multiple reps again after your last message and we’ve been continuing to work through the TCR registration process, but unfortunately, our application is still being denied. On a recent call with Luis from TCR, we were informed that the sample messages provided in our application were flagged for not including our company name at the end of each message, even though it is already prominently displayed at the beginning.

This feedback feels redundant, but we were advised to follow their exact guidelines. Once the application is officially denied. It’s frustrating that we can’t make this update immediately and are forced to wait 72 hours for the denial to process before resubmitting. I don’t really understand what is going on when we are listening to every TCR reps advice and the continual denials. We are on 11 or 12 for denials and these are literally all due to TCR rep advice. 

We appreciate any insights or advice from others who’ve encountered similar issues.

Best, &c,

Ruben

​@rubenmajor It’s funny that you mentioned the redundancy because I just got off a call with one of my TCR contacts and she was saying that it is indeed redundant, but the carriers REQUIRE that every box is checked and if it says it needs you to restate something again, you have to do it. 

And unfortunately, we can’t do anything about the 72 hour wait, as TCR is processing, likely, thousands of requests at this time so their queue is full for reviewing each registration. 

I know this is not an ideal process, but I promise you, it’s not RingCentral that is throwing up the blocks. These requirements come down from the carriers in an effort to ensure that SMS is being used for legitimate purposes - and hopefully, minimizing the spam that we’ve all been receiving for a long time now. 

Do you have something submitted that is being reviewed by TCR right now? If you do and it doesn’t go through this time, shoot me an email and I’ll work with my contact so we don’t run into any further hurdles. 

​@rubenmajor I’ve reached out to Mike Stowe who is heading up a lot of the TCR things that are happening internally here at RingCentral and he has offered to give you a call. 
Is there a good time for him to reach out?

...having the exact same issue….TCR has rejected 3 of our “campaigns” for various impossible to decipher reasons...this is super frustrating because, like you, we followed all the “advice” on how to submit a “campaign” that would be approved….all I need to do is communicate with the tenants ………..here’s the last one...

Ex. DCA2 declined sharing request for campaign CEFQQMK. Explanation: Needs compliant and accurate CTA information, update with specific path for mobile opt-in, HELP instructions, STOP instructions, message frequency disclosure, "message and data rates may apply" disclosure and link to the message program privacy policy, or language referring to the privacy policy. Opt-in message/Confirmation MT must contain brand name, HELP, opt-out, mssg frequency and associated fees disclosures. Opt-out message must contain brand name and indicate that no further messages will be sent. HELP message must contain brand name and contain support contact (email, phone number, or support website). (861)
Registration requires strict adherence to carrier SMS policies, as well as detailed information using SMS, and how you are obtaining consent.

​@Montgomery Manor Albuquerque 
 

I understand how frustrating this is, especially after following all the guidelines. I’ve reviewed your account and the cases you’ve submitted, including the open one that’s currently being monitored by one of our TCR Specialists. I’ll ensure that our Escalations Team reaches out to you as well.

Hi BeckyH and RingCentral Team,

I’m reaching out again because we’ve followed all the guidelines to the letter, yet our TCR registration keeps getting denied. It feels like trying to solve a puzzle where the pieces keep changing shape!

Now, we’re being asked to apply TCR requirements to internal forms that don’t handle SMS and to modify our website by adding footers—even though we already have a comprehensive privacy policy. Each new application not only adds more fees but also more hurdles to jump through.

This constant shift in requirements is making it impossible for us to achieve approval and is severely impacting our ability to support EMT and public safety operations. We’ve dedicated countless hours and resources following your reps’ instructions, but without success.

We urgently need a clear, stable set of requirements and dedicated support to finally get our registration approved. Otherwise, we may have to consider other providers who can meet our needs without the endless hoops.

Thank you for your immediate attention to this matter.

Best, &c,
Ruben