When to contact support
About a 2-minute read.
Most 10DLC questions can be answered from the guides in this help center. But some things are handled by AgentMessage's team rather than by a button in the dashboard, and some account-specific situations just need a human. Here's when to reach out, and how to write a request we can act on quickly.
What the dashboard does on its own
You can do these yourself, no support needed: register a brand, view brand and campaign status, register a campaign, order numbers, and attach or detach a single number to an approved campaign. Start with the relevant guide before reaching out.
When to contact support
Things that are handled by our team today
These aren't self-serve in the dashboard, we do them for you:
- Editing a brand or campaign. Tell us what needs to change and we re-file it.
- Re-verifying a brand after a fix (for example, a legal-name correction following an Unverified result). See Fix an Unverified brand.
- Deactivating a campaign.
- Identity appeals, including the appeal path for a brand-new EIN that isn't in the IRS lookup yet.
Throughput and numbers beyond the basics
- Higher throughput / high-volume needs. Your send-rate tier rises automatically with usage, so most ceilings lift on their own. For genuinely high volume or a carrier-level escalation, tell us your volume needs and we'll coordinate the right path. See How throughput works.
- A large pool of numbers on a single campaign. Attaching numbers one at a time is self-serve; a large pool on one campaign is something we set up for you.
Specialty use cases and migrations
- A use case that isn't in the dropdown (charity, political, emergency, proxy, sweepstakes, and similar). The standard list is fixed by the carriers; specialty categories go through us. See Pick a use case.
- Moving from another provider. Migrations are coordinated by our team.
When something is blocked or stuck
- Suspensions. Resolving or appealing a brand or campaign suspension goes through us.
- You keep getting rejected on the same campaign after applying the fixes in Common rejection reasons, or you believe a rejection is wrong and your side is clean.
- A phone number won't carry traffic even though its campaign is fully approved, after working through Phone number problems.
- Anything you can't resolve from the guides.
When the guides will be faster
- Choosing a use case or campaign type → Pick a use case.
- A rejection you can read → How rejections work and Common rejection reasons. Most have a clear self-serve fix.
- First-time setup → Gather these before you start.
How to write a good support request
A well-formed request gets a useful answer fast. A vague one starts with us asking clarifying questions, which costs everyone time.
Include:
- Your account email (the one on your AgentMessage account).
- The brand and/or campaign involved, names or IDs from the Campaigns area (brands live under Campaigns → Brands).
- What you were trying to do.
- What happened, including the exact status, error text, or feedback you saw.
- What you've already tried.
- Screenshots, if it's something visual.
A good example
Account: builder@example.com
Brand: Acme Scheduling Agent. Campaign: appointment reminders.
The campaign is fully approved, but messages to one carrier start failing late in larger batches while everything else delivers. I've separated the reminders onto their own campaign already. I think I'm hitting a carrier daily cap and want to understand my options for higher volume. Roughly 40k segments/day expected next month.
We can act on that immediately, we know who you are, what you have, what's happening, and what you want.
A less helpful example
"Can you help me, I'm trying to send texts but it isn't working."
We'll get there, but it takes a few rounds of questions first.
How to reach us
- In-app support chat, fastest for most questions, available from within agentmessage.io.
- Email, best for longer issues or when you need to attach screenshots and documents.
- Your account team, if you have a named contact for a larger account, they're your first point of escalation.
Response times
- Standard questions: within a business day.
- Account-blocking issues (can't send, can't log in): triaged faster, usually within a few hours during business hours.
- Carrier escalations (suspensions, high-volume reviews, large number pools): these depend on the carrier, often days, sometimes weeks. We'll keep you posted on status.
If your business is fully blocked and you need to send today, say so. We can sometimes prioritize genuine business-impact issues, so reserve "urgent" for when it really is.