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Get help with registration issues through Support - AWS End User Messaging SMS

Get help with registration issues through Support

If your registration is denied, the denial reason and feedback are available on the registration form in the console. For AI-powered analysis of your denial reason with suggestions on how to fix your registration, see Gen-AI Feedback on Registrations (Preview). You should also review 10DLC Registration Best Practices to Send SMS with Amazon Pinpoint and How to Build a Compliant SMS Opt-In Process With Amazon Pinpoint for detailed guidance on how to successfully register an SMS use case.

If you have reviewed the denial feedback and are still unable to resolve your registration issue, you can create a technical support case for additional assistance. Technical support cases connect you to Support engineers who can help investigate your registration denial and provide guidance on next steps.

Note

Creating a technical support case requires a paid support plan. If you do not have a paid support plan, use the Gen-AI Feedback on Registrations (Preview) to get feedback on your registration, or review the denial reason on your registration form and resubmit with the recommended corrections. For more information on support plans, see Compare Support Plans.

Note

If you are not based in the United States and your 10DLC brand registration fails, you must first apply for 10DLC brand vetting form, as this is a manual review of your 10DLC brand. If vetting fails, follow the procedure below to create a technical support case.

To create a technical support case for a registration issue

  1. Open the AWS Support Center Console at https://support.console.aws.amazon.com/support/home#/case/create?issueType=technical.

  2. For Case type, verify that Technical is selected.

  3. For Service, choose AWS End User Messaging SMS (Pinpoint).

  4. For Category, choose Registration Issue.

  5. For Severity, choose the appropriate severity level based on the impact to your business.

  6. For Subject, enter a brief description of your registration issue.

  7. For Description, include the following information:

    • The registration ID (for example, registration-1a2b3c4d5e6f).

    • The AWS Region where you created the registration.

    • The denial reason or error message you received.

    • Any steps you have already taken to address the denial.

  8. For Contact method, choose your preferred method of communicating with the Support team.

  9. Choose Submit.

A support engineer will review your case and provide guidance on your registration issue. Response times depend on the severity level you selected and your support plan.