Marketing Cloud Next - FAQ for SMS Code, Brand, and Campaign Requests

To which countries does Marketing Cloud Next support SMS delivery?

Your Salesforce account representative can assist with the supported countries and cost. You can find more information about requesting codes for different countries in our help documentation.

How do I request a SMS code/brand/campaign?

Note: You must first obtain the necessary SMS add-ons. Please work with your Salesforce account representative if you haven’t acquired the necessary add-ons or need to understand your existing SMS entitlements

• For US/Canada short code requests, use this self-service registration flow.
• For other codes, follow the instructions for 10DLC, location-specific sending codes, or international one-way sending codes.
• For SMS brand/SMS campaign requests (applicable for US/Canada only), follow the instructions SMS Brand Requests and SMS Campaign Requests. If you are looking to send to non US/Canada countries, you can ignore the US 10DLC section under Unified Messaging -> SMS -> Regulator Compliance in Setup and the associated Brand/Campaign registration.

How do I request a SMS code for my Sandbox?

You must acquire a dedicated sender code for sandbox testing. Work with your account representative if you need additional codes for sandbox testing. 

1. First acquire the code in production.
2. Then you will see this code in production and sandbox orgs.
3. Disable the code in production.
4. Enable the code in your sandbox. The code can only be active in one org at a time.

How do I get help with my SMS code/brand/campaign request that has a New or Pending status?

For US/Canada short codes requests, please work with your approved partner or Salesforce Services to obtain an update on your short code requests. A list of approved partners can be found here. If you’re not sure whether you are utilizing an approved partner or Salesforce Services, please contact your Salesforce account representative and they can guide you.

For all other SMS code/brand/campaign requests, the user who submitted the request would have received an email confirmation regarding the request. The user can reply directly to the email to request a status update. Replying to this email will be the best way to obtain an update or additional information about your request.

• The email will go to the email address connected to the Salesforce user that submitted the original request. 
• You can find the Request ID by navigating to the Unified Messaging section in Salesforce Setup and opening up the Regulatory Compliance or SMS Codes pages.
• The email subject will start with SMS Code Request. 
• The email will be sent from E360 Code Request Service.
• The Request ID will show up in the subject of the confirmation email as well as in the body of the email with the phrase “Your Request ID is ########”.

Why do I see an error about not having enough Codes or Brands?

The error message may look like the following:

Your account consumed # codes, and you purchased a total of # codes of this type. To purchase more codes, contact your Salesforce account executive. Wait until 24 hours after your purchase is completed to try another request.

Your Account consumed # Brands, and you purchased a total of # Brands. To purchase more Brands, contact your Salesforce account executive. Wait until 24 hours after your purchase is completed to try another request).

If you see this error, please contact your Salesforce account executive to help resolve this error. If you believe that you've purchased the correct Code/Brand entitlements, please open a support case. 

How do I answer the "Is this brand registered as a local legal entity?" question on the code request form?

When requesting an SMS code, you may see the question "Is this brand registered as a local legal entity in this market?"

You should answer based on your company's legal incorporation status in the country for which you are registering an SMS code:

• Select "Yes": Only if the your company has a locally incorporated entity (with a local VAT or registration number) in that specific European country.
• Select "No": If your company an international company (e.g., US-based) sending messages into that market without a local physical/legal branch.