Updated April 9, 2025: We have updated the content. Thank you for your patience.

Due to a high volume of requests for SMS in Teams, processing times to approve Campaigns and Brands for SMS in Teams are taking longer than usual and may take 4 to 6 weeks. We appreciate your patience as we work diligently to address all requests. If you receive a Brand or Campaign rejection, our support team is aware and a support case is automatically created. You may be able to help us reduce the processing time for your request through providing additional information through your support case. 

How to access your support case 

You can view your case by navigating to the Phone Number Service Center, and selecting the tab for My Company Cases. Open the case, and you can interact with our support team about the details and status of the case and provide additional information. 

How to help resolve a brand rejection 

If your brand was not approved, please provide the following information: 

1) Your company website if you have not already done so. 

2) Your Tax ID, matching your nine-digit Employer Identification Number (EIN) in the US, or your nine-digit Canadian Business Number (BN) issued by the CRA, or the numeric portion of your Value-Added Tax (VAT) number if your brand is registered outside of the United States and Canada. 

3) Your Legal Company Name, consistent with your IRS/Corporation registration and spelled correctly. 

4) Your Legal Company Address, consistent with your IRS/Corporation registration and correctly spelled. 

For more information about brands, please visit: Create a Brand for SMS in Microsoft Teams – Microsoft Teams | Microsoft Learn. Please be advised that only US-based non-profits or non-profits with a US EIN are accepted. Non-US non-profits should register as private companies. 

How to help resolve a campaign rejection 

If your campaign was not approved, please provide the following information: 

1) Your company website if you have not already done so.  

2) The public URL(s) containing the Privacy Statement and Terms & Conditions for the SMS campaign. It can be a single combined URL or separate URLs. If not available online, a document containing the Privacy Statement and/or the Terms & Conditions is also acceptable. 

3) To comply with the 10DLC program and Application to Person (A2P) messaging guidelines, we require support contact information. This can be provided as a webpage, email address, or phone number. The support information will be communicated to the SMS recipient when they send the HELP keyword. 

4) The Call to Action or Message Flow. It should contain a clear and transparent description of how an end user (recipient) signs up to receive messages from the brand. The opt-in process must be explicit, ensuring that users understand what they are consenting to, and their consent must be collected in a way that is direct and verifiable.  

For more information about brands, please visit: Set up a Campaign for SMS in Microsoft Teams – Microsoft Teams | Microsoft Learn