---
title: "8x8 Work Cannot Send or Receive SMS Messages"
slug: "8x8-work-cannot-send-or-receive-sms-messages"
updated: 2026-05-17T17:35:45Z
published: 2026-05-21T21:26:15Z
canonical: "help.8x8.com/8x8-work-cannot-send-or-receive-sms-messages"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 8x8 Work Cannot Send or Receive SMS Messages

## Symptom

Sending SMS messages appears as prohibited for a user, and inbound SMS messages fail to arrive.

![clipboard_eb856cabb8b65d28317a42d855a851613.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/10653)

## Applies To

- 8x8 Work
- SMS
- 8x8 Admin Console
- US, Canada, Australia

## Cause

In general, the affected user(s) are likely not properly configured to send or receive SMS messages.

## Resolution

Check the following to verify the correct assignment of SMS to users who are experiencing the issue:

- **US** and **Canada** customers who wish to use 8x8 Work for SMS messaging must have a valid, registered SMS campaign configured in the 8x8 Admin Console. Campaign registration is not required for Australian customers.
  - Please see: [SMS Campaign Registration and Impact](/support/docs/sms-campaign-registration-and-impact)
- **US** and **Canada** 8x8 Work users must have an X1 or higher license, and a local phone number must be assigned and enabled for SMS.
- **Australia** 8x8 Work users can use SMS when they are assigned an X1 or higher license and have an Australian mobile number assigned and enabled for SMS.
- Note that when SMS is enabled for a user, they must log out of 8x8 Work and log back in for Admin Console SMS enablement changes to take effect.

### Not Supported for SMS

The following are not supported for sending or receiving SMS messages under any circumstances:

- Phone numbers that are assigned to Service extensions, such as Auto Attendants, Call Queues, and Ring Groups
- Toll-Free phone numbers
- Lobby and Basic licenses
- Voice for Teams users with temporary numbers set during the phone number port-in process. These users will not have SMS available as an option in the [8x8 for Microsoft Teams App](/support/docs/8x8-for-microsoft-teams-app) until their port-in process is complete, and their non-temp phone number has replaced their temporary number.