Phone numbers and carrier registration

Before your organization can text people from a local number, US carriers require 10DLC registration: you tell them who you are (your brand) and how you plan to text (your campaign), and every number you text from is added to your approved campaign. The Phone numbers page walks you through that registration and lets you buy and manage the numbers themselves, all in one place. There is no separate paperwork with a carrier.

Where to find it and who can use it

Open Outreach in your workspace sidebar, then select Phone numbers under Setup. You can also open it from the Phone numbers row on the SMS page, or find it with workspace search. It is not shown in the sidebar on a phone.

• Permission. You need the Manage numbers and registration permission. Owners and admins have it, and a custom role can include it (see Roles and permissions for your team). People without it do not see the page.
• Plan. The page needs a plan that includes phone banking or text messaging. Without either, you see an upgrade page instead. On a plan with phone banking but not text messaging, organization details and numbers work, but the Brand and Campaign steps show a note that registering to send texts needs text messaging, and their buttons are turned off.
• Money. Every fee, including the monthly ones, is charged to your organization's wallet. Only owners and admins can see the wallet balance and add funds. See Billing and your plan and Monthly fees and past due.

Before you register

Carriers allow one brand for each EIN, so before you can submit your brand we check that the EIN you register with is one our team has confirmed for your organization. Until then the Brand step is turned off and says why. Nothing is charged, and nothing counts against your limits (see Limits on attempts).

• Your organization must be verified. Verified is the review that comes after your organization is approved: our team checks the EIN or FEC committee ID you submitted. Approved on its own is not enough. Above the Submit button, the Brand step shows Organization verified, with a check once it is met. If it is not met, the step says "Your organization must be verified before you register for texting." and links to your verification settings. Those settings open once your organization is approved, and owners and admins add the EIN or FEC committee ID there to apply for the Verified badge. Review takes our team some time, so verify before you plan to register.
• The EIN on your brand must be the one we confirmed. The EIN you enter in your organization details has to be the one we reviewed. If it is not, or if your organization was verified another way, the step says "We need to confirm your EIN. Contact support." If you typed a different EIN than the one you verified with, correct it in your organization details. Otherwise contact support.
• Political committees. A campaign or political committee that our team verified with its FEC committee ID can register a political brand: turn on Political committee or campaign in your organization details (see Political committees). It does not need to match an EIN.
• Government bodies. A government body that registers without an EIN has nothing to match. Once it is verified, contact support to register. Until support confirms it, the Brand step shows "We need to confirm your EIN. Contact support." A government body that does enter an EIN is matched against it like any other organization.

Editing your organization details stays open while the Brand step waits.

The four steps

The page has four steps, in this order: Organization details, then Brand and Campaign under a Registration label, then Numbers. Each step carries a badge (To do, In progress, Done, Needs attention, or Blocked) and says what to do next. When a step is blocked, the page says why, for example "Save your organization details first." The first step that is not finished opens by itself.

1. Organization details

These details become your brand registration, so they must match your organization's official records. There is no fee for this step.

• Type of organization: non-profit, government entity, private company, LLC or union, or publicly traded company.
• Industry, legal name, and display name. The display name is the name carriers and your contacts see, and your sample messages must include it.
• EIN, as nine digits (for example 12-3456789). It is stored encrypted and is never shown again. The page shows "EIN on file" once one is saved, and leaving the field blank keeps it. Government entities do not need one.
• Business email, and optionally a business phone, a website, and a contact name.
• Address: street, city, state, and a five digit ZIP code.
• For a publicly traded company: the stock symbol, the stock exchange, and a business contact email.
• A switch for Political committee or campaign (see Political committees below).

Your details are locked once you submit the brand. You can edit them again only if the brand is rejected, when the button reads Save and resubmit. On a plan without text messaging the button reads Save details instead, because resubmitting a brand needs texting.

2. Brand

Select Review fee and submit. A dialog shows the fee, and nothing is charged until you confirm. The brand is then with the carriers, and the step is read-only until they answer. Brand registration usually completes in minutes, but carrier vetting can take 1 to 7 business days.

The button is turned off while something stands in the way, and a line above it says what: your organization is not verified or its EIN is not confirmed (see Before you register), or you have used your brand submissions for the last 30 days (see Limits on attempts). When you have one submission left, the step says "1 submission left this month".

3. Campaign

The form unlocks once your brand is approved. One campaign covers all your numbers.

• Use case. Each option shows its fees. Charity is for registered 501(c)(3) non-profits, and only organizations of the non-profit type are offered it. Mixed is for organizations that send a mix of customer care, notifications, and marketing. Low volume is for small organizations sending under 6,000 messages a month, at lower cost and lower carrier throughput. When you pick one, the page checks that your organization is eligible and tells you if it is not. Mixed and Low volume also ask you to pick sub use cases (customer care, account notifications, marketing), and the page tells you how many.
• Description. What you will send, and to whom. Carriers read this.
• Message flow. Describe how people agreed to be texted: where they signed up, what they were told, and how they can stop. Describe what really happens. Carriers review this and may reject a campaign whose consent is unclear or missing. For a charity campaign, the opt-in must say that donations will be requested.
• Sample messages. Two to five examples of what you send. Each must include your organization's display name and tell people how to opt out, for example "Reply STOP to opt out." The form checks each one as you type.
• Help message and opt-out message. Carriers review both with your registration, and both start out filled in from your organization details. The replies people actually get to HELP and STOP come from your organization details, not from these two boxes.
• Keywords. Opt-out, help, and optional opt-in keywords start with defaults (opt-out: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, REVOKE, OPT OUT; help: HELP, INFO; opt-in: START, UNSTOP). Separate keywords with commas and put no space after a comma. A keyword can have a space inside it, as in OPT OUT.
• Links and phone numbers. Turn on the two switches if any of your messages contain a web link or a phone number.

Save draft is available once you have chosen a use case and the content passes the form's checks. Saving a draft does not count against your limit; submitting does (see Limits on attempts), and the step says "1 submission left this month" when you have one left. Review fee and submit saves your content first, then shows the fee dialog. If something blocks submitting, a line under the buttons says what. Expect 5 to 10 business days of review, then carrier provisioning. When the campaign is approved, your numbers are added to it, and any number you buy later is added when it becomes active.

If a submission did not go through and its fee could not be returned right away, the step says so and shows your content read-only. You cannot edit or submit the campaign until the fee is back and it is a draft again (see What it costs).

4. Numbers

This step unlocks once your organization details are saved. You do not have to wait for your brand or campaign to be approved to buy a number.

• Search. Enter a three digit area code that does not start with 0 or 1, and optionally a city or a state. Each result shows the number, where it is, and its monthly price, or Included while your organization's one included number is unused (see What it costs). A number that our phone provider sells for more than our standard price is left out of the results.
• Buy. Select Buy on a result. A dialog shows the fee, and nothing is charged until you confirm. Just before it charges, we check the number's price and availability with our phone provider again, and can refuse the purchase without charging you (see What it costs). A new number can show as Ordering for a few minutes. Its status updates on its own, and it turns Active when the order finishes. The page shows the new status when you reload it, and Check status on the Status card looks sooner. Your first active number is marked Primary, and Set primary moves the mark to another active number.
• Limit. Your organization can hold up to 3 numbers. The step shows "N of 3 numbers", and at the limit Buy is turned off. Release a number you no longer need to buy another. Orders are limited too: 6 in any 30 days, and releasing a number does not give an order back (see Limits on attempts). When you have one order left, the step says "1 number order left this month".
• The table. Each number has a Calling column and a Texting column, shown separately (see Reading the status), plus its status and monthly fee. A Past due badge appears beside the monthly fee when that fee could not be paid (see Monthly fees and past due).
• Retry assignment. If carriers could not add a number to your campaign, the Texting column says Failed and this button asks again.

What it costs

Each fee is shown before you confirm it. The first charges happen when you confirm; the monthly fees that follow are charged on their own (see Monthly fees and past due).

Submitting a campaign therefore charges $24.00 for Charity, $19.50 for Low volume, and $45.00 for Mixed. Starting a new campaign after a rejection is a new submission, is charged again, and counts toward your limit (see Limits on attempts).

Each organization gets one included number, once. It is used up when a number that carries it becomes active. Releasing a number that has been active does not give it back: a number you buy after that is charged its monthly fee, starting with the first month when you buy it. A first order that fails, or is refunded, does not use it up, and the next number you buy is still included. If you release your included number while you have another active number, the included number moves to your oldest other number and that number's monthly fee stops.

How the charge works:

• The confirmation dialog lists each fee, what is Charged now, the Monthly price, and your wallet balance if you are an owner or admin. Nothing is charged until you press its confirm button.
• Fees are paid from your wallet's prepaid balance, not from your plan's monthly usage allowance. If the balance is too low, nothing is charged and the page says so. An owner or admin can add funds on the billing page.
• If a price changed since you last looked at it, nothing is charged. For a brand or a campaign, the dialog stays open with the new price so you can confirm it again. For a number, the dialog closes and you search again to see the current price.
• A number purchase can be refused before any charge. Right before it charges, we ask our phone provider about that number again. If it now costs more than our standard price, we cannot confirm its price, or it is no longer available, nothing is charged and the page tells you to search again and choose another number. If the check cannot be completed, nothing is charged either, and you can try again in a few minutes.
• If a brand or campaign submission is refused or cannot be sent for review, or a number order fails, the fee goes back to your wallet automatically, and the brand or campaign returns to draft. A registration that carriers review and reject is not refunded. A failed number order does not stay in the table. The exception is an order whose refund could not be made right away: it shows Failed with a note that the fee is being refunded. The refund is tried again on its own every few minutes, and Check status tries it right away.
• A campaign whose refund could not be made right away shows that on the Campaign step: the submission did not go through and its fee is being refunded. It cannot be edited or submitted again until the refund is made. The refund is tried again on its own every few minutes, and Check status tries it right away. Once it goes through, the campaign is a draft again with your content kept. A brand whose refund could not be made right away keeps showing as with the carriers. About 15 minutes after you submitted it, the refund is tried again on its own, and again every few minutes until it goes through. Then the brand goes back to draft. Check status tries it sooner, but not before those 15 minutes are up.
• One exception: if a campaign submission or a number order gets no clear answer (it times out, our phone provider reports an error on its side, or the answer cannot be read), we cannot tell whether it went through. The fee is held rather than returned while its status is settled: the campaign keeps showing as with the carriers, and the number as Ordering. We look again on our own, and Check status looks sooner, without charging twice. If our phone provider turns out to have no order for a number, the fee is returned after a while and the order is dropped from the table. If a campaign stays unsettled, contact support. A brand cannot be looked up later, so a brand submission with no clear answer returns its fee at once and goes back to draft.
• The Numbers table shows each number's monthly price, and an approved campaign shows its monthly price and the date it is paid through. That date moves forward a month each time the monthly fee is charged.

Limits on attempts

To protect your organization's standing with carriers, each organization can make a limited number of attempts in any rolling 30 days. Each attempt stops counting 30 days after you made it.

• When an attempt counts. An attempt counts once it has been sent to the carriers. One that stops before that does not count, for example because your wallet balance was too short or because something changed at the same moment. A refusal because your organization is not verified or its EIN is not confirmed does not count either. An attempt that reached the carriers counts even if its fee was returned.
• What is not counted. An appeal of a rejected campaign, Check status, Retry assignment, saving a draft, and releasing a number are not attempts. Releasing a number does not give a number order back.
• How you will know. When one attempt is left, the step says so, for example "1 submission left this month". When none is left, the step's button is turned off and the page says how many you used and when the next is available, for example "Your organization has used its 3 campaign submissions for the last 30 days. The next one is available on November 4, 2026. Contact support if you need more."
• Need more? Contact support. Support can raise a limit for your organization.

Monthly fees and past due

Your campaign and each number other than your included one have a monthly fee. The first months are paid when you submit the campaign and buy the number (see What it costs). After that, each month's fee is charged from your wallet's prepaid balance, with no new confirmation.

• When it is charged. A daily run charges every fee that has come due, so a charge can land up to a day after its date. For a campaign, the date is the Paid through date an approved campaign shows on the Campaign step, and each charge moves it forward a month. For a number, it is the day of the month the number became active, or the last day of a shorter month.
• What is charged. A campaign while it is in review, approved, or suspended, and a number while it is active. Nothing is charged monthly for your included number, for a number that is being ordered or released, or for a campaign that was rejected, expired, or replaced by a new one.
• If the balance is short. Nothing is charged, and the fee is marked past due. The page then shows a banner, "A monthly fee is past due.", that lists each fee with its monthly price. It also shows a Past due badge beside the number's monthly price in the Numbers table and, once the campaign is approved, "Your campaign's monthly fee is past due." on the Campaign step.
• What pauses. While any fee is past due, buying a number and submitting a brand or campaign are paused. The Numbers step says "Buying numbers is paused while a monthly fee is past due.", and the Campaign step says "Submitting is paused while a monthly fee is past due." The numbers and registration you already have are not affected, and you can still manage your numbers.
• Retries. The charge is tried again every day, so you do not need to ask for it. If a fee stays unpaid for more than a month, each month that has come due is charged, oldest first, once there are enough funds. If the balance covers only some of them, the rest stay past due.
• No automatic release. A number is never released because a fee is past due.
• After you add funds. An owner or admin adds funds on the billing page. The next daily run charges the fee, and once every month that was due is paid, the banner and badges go away. This does not happen the moment the funds arrive, so they can stay up to a day.
• Fees that are not charged again. A released number, your included number, and a campaign that was rejected, expired, or replaced are not charged again, and the daily run removes any past due mark on them. A number that is still being released keeps its mark until the release finishes.
• After an appeal. A campaign that returns to review after an appeal, or comes back suspended, is not charged for the months it was rejected, and a monthly fee that was left unpaid before the rejection is forgiven when the campaign comes back. If its paid-through date had already passed, its monthly fee starts again on its next monthly date, which is the same day of the month as the day you first submitted the campaign (the last day of a shorter month). The days between the day it returns and that date are not charged.

Reading the status

The Status card at the top of the page has two separate lines, because calling can be ready while texting waits on carriers.

• Calling. "Ready: 1 number" means at least one active number is set up for calling. Otherwise the line says what is missing, for example "Search for a number to buy."
• Texting. Approved by carriers means your brand and campaign are approved and at least one active number has been added to your campaign. Waiting on carrier review means your brand or campaign is in review, or carriers are still adding a number. Otherwise the line says what to do next, such as "Write your campaign details and submit them for carrier review."

These lines describe your numbers and registration only. They do not mean that calls or texts can be sent from OrganizeOS yet.

If someone calls one of your organization's numbers, the call is answered with a short recorded message: "You have reached" your organization's name, then "This number does not take incoming calls. Goodbye." The call then ends. Nothing about the call is stored, and you are not charged for it.

In the numbers table, the Calling column reads Ready, Setting up, Not ready, Releasing, or Failed. The Texting column reads Ready once the number is on your approved campaign, Setting up while a new number is being ordered, Pending while carriers add it to or remove it from your campaign, Failed if that did not work or if the order failed and its refund is still being made, Releasing while a number is being released, and Not ready otherwise. A short sentence under the status explains any number that is not fully ready.

Statuses update on their own, both when carriers report a change and when we check on anything that is waiting: a brand or campaign in review, a new number's order, a number being added to your campaign, a refund that could not be made at once, and a release that stopped. The page shows the latest status each time you open or reload it. Check status asks right away. Its button appears on the Status card whenever something is waiting: a brand or campaign in review, a number being ordered or added to your campaign, or a refund still being made, for a number order or for a campaign submission. If it was checked within the last five minutes, you are told so. Check status, Retry assignment, and the eligibility check in the Campaign step each have a limit on how often they can be used in a minute. If you reach it, the page asks you to wait a moment and try again.

If a registration is rejected

• Brand. The step lists why it was rejected, with the fields it points at where the carrier named them. Fix what is listed, then select Edit and resubmit (change your details, then Save and resubmit) or Resubmit without changes. You are not charged the brand fee again, but a resubmission counts as one of your 3 brand submissions in 30 days (see Limits on attempts). It also needs your organization to be verified, as a first submission does (see Before you register).
• Campaign. The step lists why it was rejected. If the carrier decision can be appealed, an Appeal box appears where you say what the carriers missed or what you changed. A rejection can be appealed once, and the step shows the date you appealed. An appeal does not count against your limit. Whether or not it can be appealed, Start a new campaign turns the rejected campaign into a new draft with your content copied in. It is a new submission, so its fees are charged and it counts against your limit when you submit it. A rejected campaign is not charged monthly, and an appeal that brings it back to review, or to suspended, restarts its monthly fee as described in Monthly fees and past due.
• Expired. Select Start a new campaign to register again.
• Suspended. Carriers suspended the campaign. Contact support to find out why and what to do next. A suspended campaign is still charged its monthly fee.

Releasing a number

Select Release on an active number. Releasing is permanent: the number goes back to the carrier and cannot be undone. The confirmation lists what stops working:

• Calls to the number stop working.
• Texting on the number stops, and it is removed from your campaign.
• If it is your primary number, your oldest other number becomes primary. If it is your only number, you have no number until you buy another.
• If it is your included number and you have another active number, the included number moves to your oldest other number and that number's monthly fee stops.
• If it is your included number and your only number, the included number is used up. A number you buy after releasing it is charged its monthly fee.
• If it is a paid number, its monthly fee stops.

If a release starts but does not finish, the number shows Releasing and a Resume release button. The release is also retried on its own every few minutes. Confirming Resume release picks it up right away, where it stopped. A number that is being released is not charged its monthly fee.

Political committees

If your organization is a political committee or campaign, turn on Political committee or campaign in your organization details. The Brand step then shows a Campaign Verify section. Political registration is not open yet: the section says that political registration opens once our phone provider confirms the Campaign Verify settings, and the Political use case is not offered in the Campaign step until then.

Why this matters

Skipping or rushing 10DLC registration is the most common reason a new organization's texts don't deliver, or get flagged as spam by carriers. Getting your brand, campaign, and numbers approved first protects your organization's sending reputation. See SMS outreach for how texting works once you are set up, and Phonebank campaigns for calling.