Teams Phone: 10DLC Order Stuck, Can't make changes to SMS Campaign

Hi Zach,

Thank you for reaching out about your 10DLC campaign, and I am truly sorry for the inconvenience caused by your 10DLC order being stuck and by the changes to your SMS Campaign not going through.

To better assist you, could you please confirm the details below:

1. Was the campaign submitted through the Phone Number Service Center portal or directly in Teams Admin Center?
2. What campaign status is shown: “Submitted,” “Pending,” or something else?
3. Is the campaign intended for inbound-only SMS, or does it include outbound messaging?

In the meantime, I recommend the following steps:

1/ Reviewing campaign status

• Navigate to Teams Admin Center > Voice > Service Configuration > SMS > Campaigns.
• Check if the campaign is still listed and what status it shows.
• If it’s stuck in “Submitted” or “Pending” for over a year, it may need to be resubmitted

Ensure the submitting admin has one of the following roles: Teams Administrator, Teams Communications Administrator, Teams Telephony Administrator. These roles are required to manage SMS campaigns

2/ Preparing required documentation

Even for inbound-only SMS, Microsoft requires:

• Call-To-Action (CTA): What users are expected to do.
• Terms and Conditions: Clear usage terms.
• Privacy Policy: How user data is handled and protected.

They must be included in the campaign submission to comply with 10DLC regulations

For references:

• Create a Campaign for SMS in Microsoft Teams - Microsoft Teams | Microsoft Learn
• Resolve Campaign Rejection Errors for SMS in Microsoft Teams - Microsoft Teams

3/ Contact support

Since the campaign has been in "Support Engaged" status for an extended period and you are unable to make any changes, I recommend opening a support ticket through the Microsoft 365 Admin Center. The support team can verify whether the SMS/10DLC request is stuck in the backend and engage the appropriate Teams Phone Number Services team if needed.

When creating the ticket, include:

• Campaign ID
• Brand ID (if available)
• Tenant ID
• Screenshot showing the "Support Engaged" status
• How long the status has been unchanged

This will help the team investigate more quickly.

As forum users, we appreciate your understanding that our access to internal development details is limited. Our primary role is to guide users toward the appropriate resources and support channels. While we may not have visibility into deeper backend analysis, we’ll continue doing our best to support you within the scope of our responsibilities.           

I hope this information is helpful. Please follow these steps and let me know if it works for you. If you have any updates regarding the issue, please feel free to share them with me.            

Thank you for your patience and your understanding. I look forward to continuing the conversation.  

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