Why Your Phone Number Is Suspended
If you are seeing an error message in your CRM's phone number settings, such as "Failed to retrieve Phone Numbers" or "Unauthorized," it indicates that the underlying service provider has suspended your account. This is typically due to non-compliance with SMS messaging regulations.
What You Need to Do
To resolve the suspension, you must provide specific information to our support team so we can work with the provider on your behalf. Please copy the template below, fill it out completely, and initiate a support ticket.
Information Required for Support
Please provide the following details:
- Share the first text message in the workflow sent after a lead opts in.
This message must be compliant. For example, a compliant message might be:
"David, it's Kate from ABC Company. Thanks for opting in to receive SMS notifications. I just saved a time for you on Thursday, June 15, 2023, at 4:00 PM, and I'll see you then! If anything changes, just let me know. If you need to opt out, reply STOP."
Messages that violate guidelines often include unsolicited offers, urgent calls to action, or misleading financial claims. - Provide the Web URL address where your leads opt in.
This is the exact webpage containing the form where customers provide their contact information and consent to receive SMS messages. The page must clearly show your business name and include the following elements:- A description of the messaging program.
- A disclosure that message and data rates may apply.
- The expected message frequency (e.g., "4 messages per month").
- Customer care information (e.g., "Text HELP for help").
- Opt-out instructions (e.g., "Text STOP to cancel").
- Links to your Privacy Policy and Terms and Conditions.
- An optional, non-pre-selected checkbox for SMS consent that is separate from other consent checkboxes. The consent language should include the message type, frequency, and opt-out instructions.
Review Your Legal Pages
Your Terms and Conditions and Privacy Policy must also be compliant.
Terms and Conditions: Your terms page should clearly outline the SMS program, including how to opt-out (text "STOP"), how to get help (text "HELP"), and note that message and data rates may apply. It should also link to your privacy policy.
Privacy Policy: Your privacy policy must not state that you will share or sell mobile information to third parties for marketing. It should explicitly state: "No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. Information sharing to subcontractors in support services, such as customer service is permitted. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties."
Accounts are typically suspended for high-risk, non-compliant messaging activities. Providing the requested information is the first step toward reinstatement.