---
title: "Troubleshooting SMS and MMS Issues in 8x8 Work Applications"
slug: "troubleshooting-sms-and-mms-issues-in-8x8-work-applications"
updated: 2026-08-20T19:14:07Z
published: 2026-08-20T19:14:07Z
canonical: "help.8x8.com/troubleshooting-sms-and-mms-issues-in-8x8-work-applications"
---

> ## 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.

# Troubleshooting SMS and MMS Issues in 8x8 Work Applications

## Symptom

Users are unable to send or receive SMS or MMS messages and may or may not receive an error.

> [!WARNING]
> Important:
> 
> - Use of 8x8 SMS now requires that your company register an SMS campaign with [*The Campaign Registry*](https://www.campaignregistry.com/)*. For more information, see* [SMS Campaign Registration and Impact](/support/docs/sms-campaign-registration-and-impact).
> - *If your business is not registered with* [*The Campaign Registry*](https://www.campaignregistry.com/)*, unregistered SMS/MMS will no longer be supported after March 31, 2023.*
> 
> - ***If your company had users enabled for SMS before February 15, 2023, and your business is not currently registered****, be advised that changing a user's phone number or user license will result in disablement of SMS for that user. Re-enabling SMS for any user in this condition would require that your company register an SMS campaign.*

## Applies To

- 8x8 Work
- X Series
- Admin Console

## Resolution

First, ensure that you have properly registered an SMS Campaign. If you already have a successfully registered SMS Campaign and are still experiencing issues, this may be resolved by swapping numbers in Admin Console.

> [!NOTE]
> Note:
> 
> Use of 8x8 SMS requires that users be assigned an X2 or higher X-Series license.

1. Log in to **Admin Console**.
2. Click **Users**.
3. Click **Edit**.
4. Navigate to **Voice basic settings**.
5. Swap the affected phone number with another available number on the account.
6. Click **Save**.
7. Wait 30 seconds and navigate back to *Voice basic settings* to swap the number back.

Allow a couple of minutes for SMS to provision with our carrier and then re-test SMS/MMS. If this process did not work, create a case with 8x8 support.

## Cause

The carrier provisioning is out of sync or out of date. Performing a number swap rebuilds the SMS carrier provisioning. If you are receiving a message that your SMS is suspended, a Suspended status means the SMS campaign has been turned off—either because the campaign lapsed or because carrier rules were violated.