ACS SMS / 10DLC brand registration fails — “Subscription not valid” despite Pay-As-You-Go subscription

Hello Cody Johns

Thank you for posting your query on Microsoft Q&A platform.

We are looking into your issue and will keep you posted updates.

Could you please provide below details?

1. Was this subscription ever created as a free, trial, sponsorship, or credit‑based subscription and later converted to Pay‑As‑You‑Go?
2. Is the Azure Communication Services resource located in the same subscription where you are attempting the 10DLC brand registration?
3. Does the “subscription not valid” error appear immediately when opening the Brand Registration wizard, before entering any brand details?
4. Under ACS → Telephony and SMS → Phone Numbers, what exact eligibility status is shown for SMS / 10DLC in the United States region?
5. Have SMS capabilities (10DLC, Toll‑Free, or Short Code) ever been successfully enabled in this subscription before?

Thanks,

Suchitra.

duplicate comment removed

Suchitra Suregaunkar thank you,

1. I had a free trial subscription I converted to Pay-As-You-Go. But, when this did not fix the issue I deleted that resource, started a new Pay-As-You-Go (no free trial) subscription, and cancelled the old subscription. I then created a new ACS resource on the new subscription but hit the same error. I have viewed my billing profile and confirmed no free credits, and I purchased a phone number for $1 to confirm that it was charging my account and not free.
2. Yes.
3. The error hits as soon as I select "Local Number" under Regulatory Documents>New Application. The specific error reads: "Your subscription is not eligible for Brand and Campaign registration."
4. Under SMS it says "None"
5. No.

Hello Cody Johns

Even though Pay-As-You-Go is explicitly listed as an eligible subscription type for US 10DLC/local numbers and SMS, the backend telecom/SMS capability is not automatically provisioned on every subscription. This commonly happens with: Subscriptions that were previously free/trial (even if later converted or a brand-new PAYG was created after cancellation). Cases where the Microsoft.Communication resource provider is registered and a phone number was purchased (proving billing works), but the SMS/10DLC eligibility flag is still “None” at the subscription level. The error triggers immediately in the Regulatory Documents wizard because the portal performs an upfront subscription eligibility check that fails at the backend provisioning layer. This matches the symptoms you described (SMS status = “None”, error before any brand details are entered).

Check basic eligibility in the portal:

• Go to your ACS resource and select Telephony and SMS >Phone numbers. Look for a “Subscription eligibility” or “Check eligibility” button.
• Click the button; you may see instructions or be prompted to provision PSTN/SMS features.
• Make sure your billing address is in the United States or Canada, and confirm you’re on a Pay‑As‑You‑Go plan with no remaining free credits.
• If the SMS status changes to “Eligible,” you can move forward with 10DLC registration.

If SMS still shows “None” or the button doesn’t work

• This means SMS/telephony features for Microsoft.Communication haven’t been provisioned for your subscription at the backend.
• Email the ACS telephony provisioning team at using this subject line: “Request to enable SMS/10DLC capabilities – Subscription not eligible for 10DLC Brand Registration (PAYG)”
  • Include:
  • Your Subscription ID and ACS resource ID.
  • Screenshots of:
  • The error message: “Your subscription is not eligible for Brand and Campaign registration.”
  • The Telephony and SMS > Phone numbers screen showing SMS/10DLC status as “None”.
  • Billing profile showing active PAYG with no free credits.
  • Proof of a successful phone number purchase.
  • A short explanation that the subscription was converted from trial, but a new PAYG was created.
• Request:
  • “Please enable SMS/telecom capabilities for Microsoft.Communication on this subscription and provision 10DLC brand/campaign registration eligibility.”
• After backend enablement (usually 1–2 business days), the SMS status updates and the brand registration wizard unlocks.

Once provisioning is complete

• Follow the standard 10DLC process: Apply for 10‑digit long code (Start with Brand > Campaign > Link phone number).
• No code changes or resource recreation are needed.

reference:

https://learn.microsoft.com/en-us/azure/communication-services/quickstarts/sms/apply-for-short-code

https://learn.microsoft.com/en-us/azure/communication-services/concepts/telephony/plan-solution

https://learn.microsoft.com/en-us/azure/communication-services/quickstarts/sms/apply-for-ten-digit-long-code

https://learn.microsoft.com/en-us/azure/communication-services/concepts/numbers/sub-eligibility-number-capability

Kindly let us know if the above helps or you need further assistance on this issue.

Please "upvote" if the information helped you. This will help us and others in the community as well.

Thank you Praneeth Maddali,

• There is not a “Subscription eligibility” or “Check eligibility” button in the location you described.
• Yes, my billing address is in the US. I do not have any free credits, trial subscription, etc. Yes I am on the pay-as-you-go plan.
• I previously emailed acstns@microsoft.com and they directed me back to Azure support, saying there was nothing they could do to address the underlying subscription issue. Is there another email you are referring to?