---
title: "Previously Enabled Users Can't Send SMS Messages"
slug: "previously-enabled-users-can-t-send-sms-messages"
updated: 2026-05-17T17:35:57Z
published: 2026-05-21T21:26:29Z
canonical: "help.8x8.com/previously-enabled-users-can-t-send-sms-messages"
---

> ## 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.

# Previously Enabled Users Can't Send SMS Messages

## Symptom

Users who were previously enabled for SMS are now unable to send SMS messages.

## Applies To

- SMS
- SMS Campaign Registration (US and Canada, Only)

## Cause

This can occur for SMS users under the following circumstances:

1. A user's SMS-enabled **phone number** was changed in their Admin Console user profile.
2. A user's **X Series license** was changed in their Admin Console profile.
3. SMS was actively disabled for the affected user by an administrator.

**Applicable only to US and Canadian customers:**

1. A change might have been made to the status of your registered SMS campaign.

## Resolution

The solutions numbered here correspond to the specific **Causes** listed above:

1. When an SMS-enabled user's **phone number** is changed in 8x8 Admin Console, SMS will be disabled for the user, and it must be **re-enabled** for the new phone number by an Admin Console administrator.
  - **For US and Canadian customers**, there can be an additional delay in re-enablement as the new number is verified (external to 8x8) and provisioned for SMS.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/26063?sv=2026-02-06&spr=https&st=2026-11-03T22%3A39%3A12Z&se=2026-11-03T23%3A39%3A12Z&sr=c&sp=r&sig=kpvnQApyjH095iQyv54%2FlKpAxKaLjZABU54D4htACho%3D)
2. When an SMS-enabled user's **X Series license** is removed in 8x8 Admin Console, and the same or another license added, SMS will be disabled for the user, and it must be **re-enabled** for the assigned phone number by an Admin Console administrator, even if the same phone number is assigned to the user.
  - **For US and Canadian customers**, there can also be an additional delay in re-enablement for new numbers as they are verified (external to 8x8) and provisioned for SMS. A (previously) recently-enabled phone number may not experience this specific delay, and instead might be active (not Pending) immediately on re-enablement.
3. If SMS has been disabled for a user, an 8x8 Admin Console admin must re-enable SMS for that user for it to work.
  - **US and Canadian customers** can experience a delay in enablement of SMS for a number that has not been very recently provisioned and enabled.
4. **For US and Canadian customers**: Properly provisioned US and Canadian services will display **VERIFIED** in the top section of the 8x8 Admin Console > **SMS** area.
  - If it does, then you might need to check the affected user's profile to verify that their SMS status is **Enabled**.
  - If it does not, then the SMS registration form should display one or more specific errors which need to be corrected, and the form must be re-submitted for validation.