Frequently asked questions about SMS/MMS service availability and suspension

Zoom Phone's SMS (Short Message Service) and MMS (Multimedia Messaging Service) service in the U.S. require brand and campaign registration with The Campaign Registry (TCR). This registration is submitted to and reviewed by upstream wireless carriers before SMS/MMS traffic can be activated. In some cases, a carrier may decline to support SMS/MMS traffic for a given registration, either before the service is activated or after it has been active for some time. This article answers common questions about why this happens and what you can do about it.

What is 10DLC registration and why is it required?

10DLC registration is the process of registering your brand and messaging campaign with The Campaign Registry so that wireless carriers can review and approve SMS/MMS traffic sent through Zoom Phone. Carriers require this registration to protect consumers and the broader messaging ecosystem from misuse, such as phishing, spam, and other harmful messaging practices.

Why is SMS/MMS service unavailable or suspended for my account?

Carriers evaluate 10DLC registrations against their own requirements, independent of Zoom. A carrier may decline to support traffic for a registration in the following situations:

• Before activation: during the initial carrier review of a new brand or campaign registration
• After activation: if a carrier later determines, during ongoing review, that it will no longer support traffic for an already-active registration

In both cases, the decision sits with the upstream carrier, not with Zoom. When this happens, Zoom is unable to enable or continue the service, regardless of your account standing with Zoom.

What reasons might cause a carrier to decline or discontinue support for a registration?

Carriers and industry bodies evaluate registrations and ongoing traffic against requirements designed to prevent misuse. Common reasons include, but are not limited to:

• Phishing
• Smishing
• Social engineering
• Brand impersonation
• Illegal content
• Disallowed content, such as SHAFT-related categories (sex, hate, alcohol, firearms, tobacco)
• High opt-out rates
• High volumes of user-initiated spam reports
• Other violations of carrier, regulatory, or industry messaging requirements

This list is illustrative and not exhaustive. Carriers may decline or discontinue support for a registration for reasons outside this list.

Does this affect other Zoom Phone features?

No. If SMS/MMS service is unavailable or paused for an affected number or campaign, other Zoom Phone features, such as calling and voicemail, are not affected.

Can Zoom override a carrier's decision?

No. Zoom does not have an override path for a carrier's decision on a specific registration. Approval and ongoing support decisions are made solely by the carriers.

What can I do if my SMS/MMS service is unavailable or suspended?

Try the following steps:

• Review your registration details. Confirm that your brand and campaign information, including business legitimacy details, use case, and sample messages, accurately reflect your actual use case. Inaccurate or incomplete registrations are a common cause of carrier rejection.
• Re-submit your registration if applicable. Depending on the reason for non-support, you may be able to submit a new or corrected brand or campaign registration.
• Contact Zoom Support. Zoom Support can confirm the status of your registration and advise on next steps, where available.

Can Zoom guarantee carrier approval of my registration?

No. Zoom cannot guarantee carrier approval of any 10DLC registration. Approval decisions are made solely by the carriers.

Can Zoom disclose carrier-specific rejection criteria?

No. Zoom cannot disclose carrier-specific rejection criteria, as these are not published or controlled by Zoom.

Can Zoom suspend or cancel SMS/MMS service for other reasons?

Yes. Separately from carrier decisions, Zoom reserves the right to suspend or cancel SMS/MMS service at any time if there's a violation of Zoom's applicable terms of service.