Using alphanumeric sender IDs for SMS in Australia

An Alphanumeric Sender ID (AID) is a custom sender name that appears on an outbound SMS message. When a message is sent using an AID, recipients see the branded name such as a company or service name as the sender.

An AID can contain up to 11 characters, must include at least one letter, and can only contain letters and numbers (no special characters or spaces). AIDs are one-way only, meaning recipients cannot reply directly to the SMS. If replies are needed, they must be handled through other channels.
AIDs are commonly used for alerts, authentication codes, notifications, and approved marketing communications.

Note: The use of Alphanumeric Sender IDs (AIDs) in Australia is currently restricted to the following:

• Zoom Phone (ZP): SMS can be sent through Zoom Phone via API or client.
• Zoom Phone (ZP): AID can be assigned to a user via Open API or client.
• Zoom Contact Center (ZCC): SMS can be sent through Zoom Contact Center via API only.

Requirements for the Australia Alphanumeric ID registration

• Account owner or admin privileges
• A license for the product you want to manage in Number Management:
  • Zoom Phone license, and/or
  • Zoom Contact Center license
• Australia (AU) alphanumeric Sender ID (AID) requirements:
  • Approval requirement: All Alphanumeric Sender IDs (AIDs) must be approved by mobile network operators before use to prevent SMS spoofing and ensure compliance with local regulations, including registration on the ACMA Sender ID Register.
  • Pre-send authorization: SMS messages cannot be sent until the AID has received operator approval.
  • Use case association: Each AID must be tied to a specific use case and SMS content type.
  • Operator authorization: Explicit authorization from the operator is required to use each AID.
  • Multiple AIDs: Businesses may register multiple AIDs, with each one undergoing a separate registration and approval process.

How to register an Australia Alphanumeric Sender ID

Prepare required documentation

You will need the following information and documents for the business registration:

• Legal business name
• Company registration number (ABN or ACN)
• Business address
• Company website
• Proof of business registration:
  • A commercial extract showing your business registration number and company officers, or
  • An Australian Business Register (ABR) portal screenshot of the Contacts tab (ABN holders only)
• Authorized representative details, verified by one of:
  • Company Officer ID Verification: A government ID of an officer listed on the business registration, or
  • Authorized Representative ID Verification: A government ID of the authorized representative, plus a signed Letter of Authorization (LOA) from an officer

Create your business registration for the Australia market

1. Sign in to the Zoom web portal as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration .
4. Click Numbers then SMS Setup.
5. Click Add country/region, then select Australia (AU).
6. Create your business registration for the Australia market:
   • Provide your legal business name, company registration number (ABN/ACN), business address, company website, and vertical type.
   • Upload your proof of business registration (commercial extract or ABR portal screenshot).
   • Complete authorized representative verification:
     • Company Officer ID Verification: Provide the officer's name, email, and government ID.
     • Authorized Representative ID Verification: Provide the representative's name, email, and government ID; provide the name and email of the officer signing the Letter of Authorization; download, complete, and upload the signed LOA.
   • Business registration does not have a separate approval process. It is validated during the AID approval request.
     Note: Information under business registration can be updated at any time unless the SMS registration associated with this business is in pending or in active status.
7. Create and submit the AID approval request. Provide the following details:
   • Alphanumeric ID
     • Maximum 11 characters (letters and numbers only)
     • Must contain at least one letter
     • No special characters or spaces allowed
     • The requested AID works only in the country where registered. Messages sent internationally may fail.
   • Usage purpose
     • Transactional: One-time passwords, two-factor authentication, account notifications, order or booking confirmations, or similar non-promotional messages.
     • Promotional: Any form of marketing or advertising.
   • SMS examples
     • Provide sample messages for review.
   • Opt-out message (for Marketing AIDs)
     • If used for marketing, include an opt-out message so Zoom can append it automatically.
     • If using a third-party system to send SMS via API, ensure the opt-out message is correctly configured.
   • Proof of Sender ID ownership
     • Confirm your right to use the requested Sender ID (company extract, Australian Business Names Register, .au domain, Australian trademark, international trademark, or brand/subsidiary certificate).
8. Submit for approval. Approval may take up to two weeks for protected AIDs.
   Note: If the verification team identifies missing information, you will receive an email with the operator's failure rules and correction instructions.

Guidelines for SMS configuration and use

Content considerations

SMS messaging should be used in a manner consistent with applicable laws and regulations, including the Australian Spam Act 2003 (Cth) and the ACMA Sender ID Register requirements.

• Transactional messages (typically no opt-out required): Examples include one-time passwords (OTPs), authentication codes, fraud alerts, service outages, delivery notifications, account security updates, and order confirmations.
  • Must relate to an existing service relationship.
  • Must not contain promotional or upsell content.
• Marketing messages (opt-in + opt-out required): Promotions, discounts, product launches, cross-sell/upsell, re-engagement campaigns, and event invites.
  • Require previous explicit opt-in consent.
  • Must include a clear opt-out mechanism.
    Note: If a message contains any promotional element, it is treated as marketing. For example, "Your booking was successful. Upgrade to Premium for 20% off."

Manage consent

• Obtain express consent before sending marketing SMS.
• Disclose the nature of messages at the time of opt-in and AID registration.
• Provide an alternative opt-out mechanism (e.g., web-based unsubscribe link, email address, account preference center, or customer support phone line).
• Process opt-out requests promptly and ensure unsubscribed recipients no longer receive messages. Acceptable opt-out mechanisms for marketing SMS include a web-based unsubscribe link, email address opt-out, account preference center, and customer support phone line.
• Maintain records sufficient to demonstrate that valid opt-in consent was obtained and be able to produce those records upon request.
  If Zoom, the operator, or a regulator identifies spam, content deviation, or fraud, the AID may be suspended without warning.

Avoid AID rejection or suspension

• Use a recognizable brand name or service identifier as your AID.
• Keep the AID consistent across messages of the same type.
• Register multiple AIDs if sending different types of content.
• Include clear and actionable opt-out instructions in marketing messages.

Configuration considerations

• Use a recognizable brand name for trust and consistency.
• Keep sender IDs aligned with message type.
• Register separate AIDs for transactional and promotional content.
• Ensure opt-out mechanisms are functional and accessible.