I'm currently waiting for a rep - after 45 minutes. This is the fourth or fifth time my registration has been turned down. This is the third time I'm going to speak with a rep - which is two times too many. Does anyone know how to accurately do the SMS registration because whoever they have answering the phones does not know and I need to text. This is totally unacceptable.
This has been a disaster for our office, too. At least now I know we are not the only one.
This new AI tool keeps telling me that things are wrong and the agents are telling me that its ok. It is flagging for terms and conditions but allegedly terms and conditions is not required. This is an utter mess. I have copied thier examples into my website multiple times only for it to change without notifying me and then also their reps verify my submission and then its rejected for what THEY approved. ITS CRAZY
This process has been a disaster, and it seems pretty clear "it's not me." Ridiculous wait times, and a registration form that seemingly changes EVERY TIME you go to it! Today, after waiting for 5 days in "Pending," I get a message that things still might be rejected. Only now when I go to the form, it now has a new AI driven pre verify tool to let you know if it's right. How wonderful that would've been to have a few MONTHS ago! Grasshopper clearly dropped the ball on this, and it's customers are suffering. HOURS wasted trying to get the form right, and now-----no texting until they go through their backlog? If you want to keep more customers after this debacle, I strongly suggest you offer us some kind of perk for the loss of texting during this ridiculous process. Perhaps a free extra service option?
Glenn - this isn't working for me. I've spent too much time on it. I want to transfer my number and get a full refund. Help me with that.
I appreciate your response in a time of almost complete black out on communication.
I implemented the changes to language and opt-in/opt-out information exactly as it was provided in Grasshopper's example over a month ago and now they changed it again and there is NEW example to that I must comply with! How is that fair? This is my business. I have been dealing with this for months!! I finally spoke with support after being on hold for 1 1/2 hours and basically there are new additional tweeks to language. This is not right. As a company Grasshopper failed. I am so upset I have spent my entire day trying to fix this. Unfortunately my website is run by tech overseas and I may not make it for new submission but definitely will not be approved by the deadline. Who is to say they wont change rules again!
Hi dsilva424, welcome to the community.
Unfortunately, a lot of customers are calling currently because of the deadline. So while we have every representative available taking calls the hold time is longer than usual.
From what you have posted I would recommend checking that you have both the opt-in/opt-out messaging displayed as required and SMS messages like the examples I provided in a earlier reply in this thread.
I have been called over 15 times to customer support. I am currently on hold for 1 hr. I have redone my campaign 3 times! Just saw it was rejected again. I went over everything and used the language suggested by Grasshopper and its still got rejected. I am losing my mind!! I do not know what this means or what they want me to do now. I called other VIOP providers and they say even if I switch I will have to redo the registration from scratch and approval takes 20 days. This is so messed up. I cannot believe that Grasshopper is not answering the darn phone.
Reason for Failure: DCA2: Needs compliant and accurate CTA information, Opt-in message/Confirmation MT must contain brand name, HELP, opt-out, mssg frequency and associated fees disclosures. Opt-out message must contain brand name and indicate that no further messages w
