Outbound 8x8 SMS messages not being received

8x8 has observed that a subset of customer's phone numbers have become out of synchronization with an approved SMS Campaign registry. These users have been unable to send SMS messages successfully to some mobile number destinations. The observed impact is found only in enabled and assigned numbers to an already approved SMS Campaign registry. The impacted numbers can be resynchronized via self-service by disabling and re-enabling SMS for the affected users in your admin console. This knowledge article can guide you through the process. 8x8 is exploring with our carriers how to reduce the time to process the resynchronization of the impacted numbers. If you plan to enable more than 48 phone numbers for SMS please be aware that extra information is required after an SMS Campaign is approved. Details on this topic can be found in this FAQ. Only after submitting the extra information can numbers beyond the first 48 be resynchronized.If you need assistance on this matter please contact support.

8x8 operations team have begun to resync customer's SMS provisioned numbers over the next 5 business days. Upon completion of this resync all customers impacted by this issue will be resolved. Reminder: If you plan to enable more than 48 phone numbers for SMS, please be aware that extra information is required after an SMS Campaign is approved. Details on this topic can be found in this FAQ. Only after submitting the extra information can numbers beyond the first 48 be resynchronized or enabled.

8x8 has seen the backlog of number provisioning events completed and all customers should now see full outbound SMS text messages capabilities for eligible ,enabled and campaign assigned SMS phone numbers. If you have not yet seen successful outbound SMS messages, please validate that you have an approved 10DLC Campaign Registry application and in addition a secondary approved application if you plan to enable more than 49 phone numbers.

Below are links on the Campaign registration process and how to increase approved registrations over 48 numbers.

SMS Campaign Registration Admin Console Configuration

SMS Campaign Registration: 48 Number Limitation

If you need assistance validating your SMS status, please contact support to continue to investigate.