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SMS/MMS may fail to be delivered due to one of the errors below that appear on the Conversation Timeline.
The number used is not A2P 10DLC registered
The number used is not A2P 10DLC registered. Please use an alternate form of communication.
Contact Gladly Support with your EIN and which number you would like to register. If you embed Gladly Help Center on your website:
Create a Help Center article called “Coming Soon – Contact Us Via Text”
In the body of the article include the following verbiage:
“Coming Soon – Contact us at [NUMBER]. By texting us, you consent to receive text messages from [COMPANY NAME] at the mobile number you used to text and you are opting-in to receive future messages or a phone call at the number you provided. Message & Data rates may apply. Reply STOP anytime to opt-out.”
Then, add the above verbiage on your “Contact Us” page and provide the link in your Support request. We will then process the registration for you.
You cannot use the phone number to send SMS/MMS until the registration is complete. Use another SMSable phone number (if available) or another Channel (e.g., email) to contact the Customer.
The number used is pending A2P 10DLC registration
The number used is pending A2P 10DLC registration. Please use an alternate form of communication.
Use another Channel (e.g., email) to contact the Customer. The number can be used again once the registration is complete.
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on the top-left corner, then click Contact Gladly Support. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.