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Troubleshooting SMS and MMS issues in Work Desktop/Mobile/Web
8x8 Support

Troubleshooting SMS and MMS issues in Work Desktop/Mobile/Web

 

Symptom

Users are unable to send or receive SMS and/or MMS messages and may/may not receive an error.

Applies To

  • 8x8 Work
  • X Series
  • 8x8 Admin Console

Resolution

This can be resolved by swapping numbers in 8x8 Admin Console. 

Make sure the X-Series license assigned to the user is X2 or higher.
  1. Log in to 8x8 Admin Console.
  2. Click Users.
  3. Click Edit.
  4. Navigate to Voice basic settings.
  5. Swap the affected phone number with another available number on the account.
  6. Click Save.
  7. Wait 30 seconds and navigate back to Voice basic settings to swap the number back.

Allow a couple of minutes for SMS to provision with our carrier and then re-test SMS/MMS. If this process did not work, please create a case with 8x8 support.

Cause

The carrier provisioning is out of sync or out of date. Performing a number swap rebuilds the SMS carrier provisioning. 

 

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