You can request a new account by logging as an org admin on your organization account, then going to Settings > Organization settings > Team management > Accounts. Here’s what to expect after submitting a request:
What Happens After You Submit a Request
Immediate Confirmation: You’ll see a confirmation message in-app as soon as the request is submitted.
Account Activation Timeline: It generally takes a minimum of 48 hours for the account to go live after processing is complete. Most activations are complete within four business days of submission.
If the request is submitted before 2:00 PM MT, it enters processing the same day.
If submitted after 2:00 PM MT, processing begins the following business day.
Once processing begins, the type of number requested affects how quickly SMS functionality becomes active:
Virtual Numbers
We purchase the number on your behalf.
It will take at least 48 hours to link the number to your 10DLC campaign.
Landline or VoIP Numbers
Our provider must first claim SMS capabilities for the number.
This is usually completed within a couple of hours, but:
In some cases, delays of up to 10 business days can occur.
These delays typically happen when the number’s underlying provider requires a Letter of Authorization (LOA) to release SMS rights.
After claiming, it takes up to 48 hours to link to your 10DLC campaign.
Visibility and Updates
The end user will receive an email confirming their account is active once it goes live, which typically occurs 2 to 12 business days after the initial request is submitted.
You will also see the new account and associated users reflected in the Team Management section by going to Settings > Organization settings > Team management > Accounts.
While we’re working on more automation and visibility into this process, you’re always welcome to contact Support for a status update.