If you need help with a messaging provisioning issue, you can start by asking Synthi. You'll find Synthi In the tab labeled "chat" on the right-hand side of the Bandwidth App or the chat bubble in the lower-right corner of our Help Center.
Log into the Bandwidth Support Center.
In the chat, please specify that you need help with a messaging provisioning issue and include the following details:
A brief description of your request.
The 7-digit number of the Bandwidth App account where the phone numbers you’re submitting for investigation are provisioned. You can find your Bandwidth account number when you log into your account or on the Phone Number Details page in the Bandwidth App.
The phone number(s) you’d like to submit for investigation. If you have multiple accounts, only submit the numbers that are on the same account. For numbers on a different account, please open a separate ticket.
If you have any documents to share, click the paperclip icon in the bottom left of the chat and select the file you'd like to upload. (optional).
Once the ticket is submitted, the automation may verify that the messaging service on each number is enabled and also provisioned to the account specified. If they are not, those numbers will be specified with a note in the ticket.
Next, the automation will query the current NNID the numbers are assigned to. If it’s not the NNID specified for the Location (SIP Peer) the numbers are provisioned to in the Bandwidth App, the automation will attempt to update them to the correct one. Verification will take about 15 minutes, and if the update is successful, you’ll be notified in the ticket and those numbers should be ready to use.
If the update is unsuccessful, the ticket will be routed to the Bandwidth Support Team that handles the NNID update process with NetNumber. If you haven’t already provided a valid LOA, you’ll be asked to attach one for any numbers that require an update to the ticket.
If, for any reason, the numbers on your list fall out of the automation, the ticket will be routed to the Bandwidth Support Team for manual review.
Note: Currently, the automation applies only to 10DLC numbers. You can still submit issues with toll-free numbers via this process, and those tickets will be routed directly to the Bandwidth Support Team.