FAQ for SMS Short Codes and Long Codes in the Marketing Cloud

Q) How do we provision a new Short Code or Long Code in our Account?
A) Reach out to your Account Representative to discuss your options and begin the necessary paperwork.Every country has a different provisioning process that your Account Representative will be able to provide details around. 

Q) When using an Approved Partner, if we experience issues with the SMS Code provisioning or carrier testing process, how do we get assistance?
A) The Approved Partner handling the SMS Code acquisition and provisioning should be reaching out to the Marketing Cloud Codes team and working through their separate portal. If the code is live and is having issues, please open a support case for further review. 

Q) How do we move a Short Code or Long Code from another vendor to the Marketing Cloud?
A) Your Account Representative will be able to assist with the code migration.

Q) How do we move a Short Code or Long Code from one Marketing Cloud Enterprise to another if we are migrating accounts?
A) Open a case with Marketing Cloud Support and the migration can be facilitated through Marketing Cloud Product. Please be aware that any Keywords in the original enterprise need to be deleted in order to be utilized in the new enterprise.

Q) How do we add, remove, or change our current code in a Business Unit?
A) Open a support case with the code, Business Unit, and country you want to modify.

Q) Is it possible to use the same short code across different Business Unit which are on different Stacks? 
A) There can be some limitations on sharing across Stacks. Please open a support case if this is needing done. If it is possible, the code can be used across BUs concurrently, but keywords will not be shareable. Each unique keyword can only be used on a single BU. 

Q) How do we send via a Short Code or Long Code in our account to additional countries?
A) Reach out to your Account Representative to add additional countries.

Q) To which countries does the Marketing Cloud support SMS delivery?
A) Your Account Representative can assist with the supported countries and cost.

Q) How do we register or change a From Name?
A) Please contact your Account Representative to complete the necessary paperwork.

Q) Why isn't the code provisioned even after we completed all the paperwork?
A) Your Account Representative will be able to provide updates on the timeline.

Q) How do we change the conversation window for a text response for a Short Code?
A) Conversation window is the amount of time a subscriber has to respond to a sms message before it is registered to the default keyword. The default window is 60 minutes.

For example: On a double opt-in, if a subscriber texts the Join keyword they have 60 minutes to text in Y for the double opt-in to process, otherwise they subscriber will need to start the opt-in process over. Most uses cases this should be no larger than 3-4 hours due to causing conflicts with other SMS engagement to the subscriber. If you would like to update the conversation window please review the following documentation.

Q) A country that we completed paperwork for is not provisioned for a code. How do we add it?
A) Open a support case with the Code, Business Unit and the country that should be provisioned.

Q) How can we increase the number of keywords allowed for a Short Code or Long Code?
A) Open a support case with the code and requested number of keywords.

Q) How many Super Messages does an SMS message consume?
A) There is a guide on Super Message consumption here: http://salesforce.com/products/marketing-cloud/sfmc/sms-ratio-updates/ For more details, contact your Account Representative for more information on this topic

Q) Which Countries support Concatenation?
A) Please contact your Account Representative to discuss the option for each Country

Q) How do we enable Media templates and MMS Messaging within our Account?
A) To enable MMS capabilities on an existing code, you will need to resubmit the CAF (Campaign Application Form) for approval for MMS through an approved partner. (Please note: MMS is currently only supported in the United States and Canada)

To enable Media templates for an existing MMS code, please submit a Support case to have these activated for use.

Q) How do we move a Short Code or Long Code from Marketing Cloud to another vendor?
A) Contact your Account Representative to assist with the code migration. A support case will be needed for a code migration to occur.

Q) Why was an SMS sent from a different Long Code/ Short Code than the one specified in the send request? 
A) This occurs when the specified Long Code/ Short Code is not enabled for the target country (market). The system automatically searches for and uses any other existing, enabled Long Code in the account for that market to complete the send. This does not gurantee the sms delivery. 

Q) How can message send codes be aligned with the intended market?  
A) Sending entities must use a Long Code/short code that is explicitly configured and enabled for the specific market of the recipient.