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 1:00 PM MT, it enters processing the same day.
If submitted after 1:00 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 48 hours to link the number to your 10DLC campaign. During this time, messaging will be gated on your account. You will see a countdown indicating how much longer before your account is ready to message.
During this window, it is a great time to get your account ready for messaging by setting up groups, creating templates, and uploading contacts into TextUs. Once the countdown is up, you can participate in all available messaging pathways.
Example timeline: You enter a request in the self service portal for a new virtual number at 1000 MST on a Tuesday. It will be processed and account created that afternoon from 1300-1600 MST. After the account creation the 48 hour timeline starts, so in this instance the account would be ready to send messages on Thursday afternoon.
Landline or VoIP Numbers
Our provider must first claim SMS capabilities for the number.
This is usually completed within 18 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 to us.
Subsequently after we have successfully claimed the number, it takes an additional 48 hours to link to your 10DLC campaign. During this time, messaging will be gated on your account. You will see a countdown indicating how much longer before your account is ready to message.
During this window, it is a great time to get your account ready for messaging by setting up groups, creating templates, and uploading contacts into TextUs. Once the countdown is up, you can participate in all available messaging pathways.
Example timeline 1: You enter a request to host SMS on an existing Landline/VoIP you own at 1000 MST on a Tuesday. It will be processed that afternoon between 1300-1600 MST. The processing will take approximately 18 hours. If at the end of processing an LOA is not required the new messaging line will be created in TextUs. After the account creation the 48 hour 10DLC timeline starts, so in this instance the account would be ready to send messages on Friday morning.
Example timeline 2: You enter a request to host SMS on an existing Landline/VoIP you own at 1000 MST on a Tuesday. It will be processed that afternoon between 1300-1600 MST. The processing will take approximately 18 hours. If at the end of processing an LOA IS required, we will submit one on your behalf. The time it takes for the LOA to be processed is entirely dependent on the losing providers approval to release SMS to us. This can take up to 10 business days. After we have successfully claimed SMS for the requested number the account creation the 48 hour 10DLC timeline starts.
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.