Forum Discussion

User132132131's avatar
User132132131
Visitor
2 months ago

Grasshopper’s SMS Registration Process – Fix This Now

I have attempted SMS registration multiple times, and every single time, it has been declined with no valid reason or explanation. I have followed your guide, provided all required information, and yet I’m still rejected. Meanwhile, I’m being charged for every failed attempt—even though my campaign never even makes it past your broken system. This is nothing short of a scam.

To make matters worse, the rejection codes in your emails don’t match the troubleshooting codes on your website. How exactly am I supposed to fix an issue when you refuse to provide the correct information? And when I try to reach support, I am met with an AI system that is completely useless. There is no way to speak to an actual person. The only way to get any real response seems to be calling you out in a public community forum.

If you actually cared about your customers, you would provide real support instead of hiding behind a worthless bot. I would have been happy to keep my frustration contained in a private conversation, but since you’ve made that impossible, I’m left with no choice but to escalate this elsewhere.

Grasshopper is actively taking my money without providing the service I am paying for. If this issue is not fixed immediately, I will not only take my business elsewhere but will also make sure others are aware of how fraudulent your process is. Fix it now.

5 Replies

Sort By
  • dealercarsearch's avatar
    dealercarsearch
    New Member
    2 months ago

    Hi Rfruits!  

    Did you ever get an answer to this?  I have a client that is going through the same issue!  if you have figured it out please let me know!   I will do the same.

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 months ago

    Hi Rfruits, welcome to the community. The requirements were set by and enforced by the Carriers regardless of the platform/service provider you use.

     

    As of February 3, 2025, carriers have blocked 100% of unregistered outbound SMS due to a government-mandated regulation to prevent spam. Mobile carriers require the completion of a registration process to continue sending text messages.

     

    Who has to do this?

    Registration is required for US and Canadian phone numbers to send text messages of any kind to U.S. customers, including conversational and 1-1 communications.

  • Rfruits's avatar
    Rfruits
    New Member
    2 months ago

    Glenn, we have the same issue, we don't use Grasshopper for marketing, we use it to respond to customers.  We haven't been able to text because we don't have an opt in.  Everything I've found says its implied consent if its the customer texting you for help.  After multiple attempts we are about ready to find another platform so we can respond to customers. 

  • User132132131's avatar
    User132132131
    Visitor
    2 months ago

    Oh, what a relief! I was beginning to think I imagined reaching out. My call log shows eight attempts—each time met with an AI bot that did nothing but regurgitate what I already read online before cutting me off. And when I desperately tried to bypass it? That just led to me hanging up out of sheer frustration.

    You’re absolutely right, though—I haven’t spoken to a real person. Not for lack of trying, but because your ‘support system’ makes that virtually impossible. Yet somehow, instead of addressing any of my actual concerns—the unexplained SMS rejections, the inconsistent error codes, or the fact that I’m being charged for a service you aren’t providing—you’ve chosen to focus on a technicality.

    It’s great that you ‘appreciate’ the long wait times. If only someone, somewhere had foreseen the need for additional actual human support before rolling out a system this dysfunctional. But hey, good catch on my lack of direct contact with support—if only there had been a way to fix that before I had to take this public.

  • GlennD's avatar
    GlennD
    GoTo Manager
    2 months ago

    Hi User132132131, welcome to the community.

     

    I checked your email in our system and it looks like you have not spoken to our support team yet (I appreciate the hold times are long currently), so I have asked for support to contact you.