This FAQ applies only to a small number of MySudo users who are affected by Twilio restrictions on certain phone numbers. If Team Sudo texted you about this issue, this FAQ is for you.
Why can’t I send SMS/MMS to US numbers from my MySudo number?
One of MySudo’s telephony providers, Twilio, imposed restrictions on sending SMS and MMS to other US numbers on July 5, 2023. They did it in response to new regulations on 10DLC (10 digit long code) phone numbers. Twilio will fully block sending SMS/MMS to US numbers by August 31, 2023.
Only outbound messaging to other US numbers is affected. Calling and inbound messaging, as well as non-US messaging, aren’t affected. So, affected users can’t send SMS/MMS to other US numbers, but they can still make and receive calls, receive messages from US numbers, and send and receive messages to non-US numbers.
We’ve moved (ported) most affected phone numbers to another one of our providers, but unfortunately, it’s technically impossible to move your number.
We know it will be inconvenient for you, but you have some options:
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Do nothing. Retain the affected MySudo number, without outbound messaging functionality.
-See below section: “What happens if I retain the affected MySudo phone number?”. -
Reset the affected phone number in your Sudo. We have added a line reset entitlement for affected users.
-See this FAQ on how to reset your number. -
Create a new Sudo and phone number using entitlements we have provided to affected users.
-See below section: “How do I access my new Sudo and credit for a new MySudo phone number?”. -
Port your MySudo number to a third party telephony provider of your choice. You will need to check with the gaining provider that you can port your number to them and that they don’t have similar restrictions as Twilio.
-See below section: “How do I port my number to a provider of my choice?”.
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Is MySudo doing anything to help me with the number Twilio blocked?
We understand losing a phone number is really inconvenient. While this issue is out of our hands, we hate to see it affect our loyal users, and we’re sorry.
We have moved (ported) most users’ affected numbers to another one of our telephony providers, but it’s technically impossible to move some numbers, including yours.
We have given our valued MySudo users whose numbers we can’t port an extra Sudo and credit for a new phone number. You can use the new Sudo and phone number to help you transition contacts and accounts to your new number. Set up the new Sudo and phone number and keep both the new and old number live while you make the transition.
For those who want to simply reset (change) the number within their Sudo, we have added a line reset entitlement as well.
We won’t delete your affected number, so please take your time to move your contacts and accounts away from that number.
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What happens if I retain the affected MySudo phone number?
Twilio is only restricting sending SMS/MMS to other US numbers. Calling and inbound messaging, as well as non-US messaging, aren’t affected. So, affected users can’t send SMS/MMS to other US numbers, but they can still make and receive calls, receive messages from US numbers, and send and receive messages to non-US numbers. You can retain your MySudo number if you want to for those functions.
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How do I access my new Sudo and credit for a new MySudo phone number?
To get set up, use these FAQS:
How do I create another Sudo
How do I create/add a phone number
If you need more help, contact MySudo Support via the in-app Help settings or at support@mysudo.com.
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How do I port my number to a provider of my choice?
Contact MySudo Support via the in-app Help settings or at support@mysudo.com and one of our team members will help you port your number to a new provider.
You will need to check with the gaining provider that you can port your number to them and that they don’t have similar restrictions to Twilio.
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I have multiple numbers affected, what do I do?
You will be given extra Sudo and phone number entitlements for each number affected on your account. You can choose the appropriate action for each number based on the four options listed above.
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What happens on my next subscription renewal? Do I lose my extra entitlement?
No, you will keep your extra entitlement, and your subscription won’t be affected at time of renewal. If you have more questions, contact MySudo Support via the in-app Help settings or at support@mysudo.com.
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