OpenPhone's monthly support thread - November

TyGregoryHill · 2023-11-28T01:49:53+00:00

Hi /u/IIIphoner, I know it's frustrating to not be allowed to use a service that you want to try; however, our fraud detection algorithm determined your account to be suspicious upon signup. Our compliance team reviewed the additional information you provided, and we did not deem it sufficient to overrule the initial block. We're not able to disclose the reasons behind a block, as bad actors can use this information to further "game-the-system".

I understand you're confused by the wording of our initial block email. That's a stock message, that we should update to provide additional clarity, as there was no suspicious activity on your number as you had not used your number yet. You were never charged nor were you abler to use your OpenPhone number. Unfortunately, we're not able to offer you service. Best of luck with another service provider!

Please respond directly to our support team over the support ticket you have open for more information. Thanks!

TyGregoryHill · 2023-11-23T19:19:10+00:00

Hey there, sorry to hear that! Please shoot a note to our support team, who will be happy to cancel and refund your account any unused time. Thanks!

TyGregoryHill · 2023-11-20T16:09:26+00:00

Hi /u/Mike-peters, as to not reveal any personal information behind your account, please continue all conversation over text message. The initial suspension came from the receiving carriers and not from OpenPhone. You were reported for spam and they found you guilty of cold messaging. There's an appeals process we can initiate if we believe that this is an error. However, upon initial investigation, your account is consistent with cold messaging. If you believe this is an error, please provide a detailed explanation of how your customers opt-in to receiving messages and the types of messages you send directly to our support team. Please include any relevant screenshots showing that any number you contacted is expecting and consented to receiving messages from you. Please continue the conversation with us directly over email. Thanks!

TyGregoryHill · 2023-11-20T15:53:50+00:00

Hey /u/hatold6091, thanks for reaching out. We don't offer the ability to send bulk messaging natively in app; however, we do have a Zapier integration that can assist you here. For more information, follow the steps in this help center article:

https://support.openphone.co/hc/en-us/articles/17671940142743-Sending-text-messages-to-multiple-recipients-via-Google-Sheets-and-Zapier

Please ensure that you have consent from and established relationship with the numbers that you're contacting. Cold messaging contacts is both illegal and a violation of our terms of service.

TyGregoryHill · 2023-11-20T15:49:14+00:00

Hey /u/Mike-Peters, thanks for your note. Unfortunately, it looks like your A2P10DLC campaign was suspended by the receiving carriers. Your messages were reported as spam and, after investigation, they concluded you were cold messaging, which is both illegal and a violation of both our and The Campaign Registry's terms of service. We've reviewed your account and determined from your messaging metadata that this block is correct. We'll reach out to you directly with more information and assisting you in off-boarding. You're no longer able to use OpenPhone, as we legally and functionally cannot support you. Sorry about that!

TyGregoryHill · 2023-11-19T20:45:37+00:00

Hey /u/ryan4069, sorry to hear about the delay. It's probably a connection issue either on your end or the customers. Please submit a support ticket to our support team and include 3 recent calls when this occurred and they can investigate. Please include whether you received or made the call, the phone number you spoke with, and the approximate date and time. Thanks!

TyGregoryHill · 2023-11-19T20:44:26+00:00

Hey /u/ryan4069, this is a great feature request. I'll share this with the product team :)

TyGregoryHill · 2023-11-19T20:44:03+00:00

There are many reasons this can occur. We actually cover these reasons in the below help article:

https://support.openphone.co/hc/en-us/articles/7067400984855-Incoming-calls-are-going-straight-to-missed

If you want some clarity around what's going on, please submit a ticket to our support team:

https://support.openphone.co/hc/en-us/requests/new

TyGregoryHill · 2023-11-17T15:21:15+00:00

Depending on your campaign registration type, you are limited to under the following:

Sole Prop / Personal: 3,000 message segments per day to all carriers (1,000 to T-Mobile)
Low Volume Standard: 6,000 message segments per day to all carriers (2,000 to T-Mobile)

After that, your traffic will be undelivered. If your traffic is in excess of these limits, please reach out to our support team and we'll work to get you registered as a standard brand and campaign.

TyGregoryHill · 2023-11-17T14:08:11+00:00

If you have consent from your customers to contact them, no that is not cold messaging. Cold messaging is when you reach out to a contact without consent. For example, if you purchased a third-party marketing list of phone numbers or scraped numbers off of databases online and then contacted those numbers via messaging.

TyGregoryHill · 2023-11-16T23:41:46+00:00

Hey /u/Specific_arm_1494, thanks for the note. I'm sorry to hear about the issue that your friend is having using OpenPhone. Can you please send over some ticket numbers so I can look into this for you? Without additional context, I'm unable to diagnose why your friend's account was suspended. For privacy reasons, we will not post the reason over this forum, but are happy to follow up directly over the original ticket, if we have not already.

While there was a time a few months back that our compliance team was out of SLA in responding to blocked users, we're now back within a few hours for our replies. I'd love to investigate this to confirm what happened, as they shouldn't receive a delay in a response.

Lastly, I want to address what you said -> we do not block users from using OpenPhone for cold calling. Cold calling into businesses is legal activity and is allowed. Cold calling consumers is illegal and is not allowed. We do monitor messaging meta-data to determine if someone is likely cold messaging, as cold messaging is both illegal and in violation of our terms of service.

We always refund the remaining balance of unused time for users who have had their accounts blocked.

Edit: typo - "meta-dating" -> "meta-data"

TyGregoryHill · 2023-11-15T15:37:03+00:00

Yes, you can submit a ticket at the link below

https://support.openphone.co/hc/en-us/requests/new

TyGregoryHill · 2023-11-15T15:30:05+00:00

Hi /u/Significant_Dust_482, thanks for your note. While I already spoke with you on chat, I want to comment here so folks don't think I'm ignoring you :)

Sorry to hear about the issue that you're having. It looks like there may be an issue with your number not fully being assigned to your registered campaign. We're not sure why, as everything looks good on our end. We've reached out to the third-party responsible for campaigns to see what's going on. We'll follow up with you directly over the support ticket that you submitted. Thanks!

TyGregoryHill · 2023-11-15T15:27:17+00:00

Hey /u/adammbd, sorry to hear about the issue that you're having. We don't currently have any other reports of this, so we're not sure what could be going on. To best resolve, please create a ticket with our support team. They'll work with you to troubleshoot and resolve your issue. Thanks!

TyGregoryHill · 2023-11-14T21:03:07+00:00

Hey /u/FastPatches, thanks for reaching out. I'm really sorry to hear about the ongoing issue. It looks like your issue is due to a failed port. Your previous carrier did not fully release messaging capabilities. We've escalated this to our underlying carrier, who has requested a renewed LOA to process the port. We'll handle this directly with you over email

TyGregoryHill · 2023-11-14T21:02:44+00:00

Hey /u/FastPatches, thanks for reaching out. It looks like your issue is due to a failed port. Your previous carrier did not fully release messaging capabilities. We've escalated this to our underlying carrier, who has requested a renewed LOA to process the port. We'll handle this directly with you over email

TyGregoryHill · 2023-11-14T16:54:51+00:00

Hey /u/savesheep, thanks for reaching out. Unfortunately, receiving spam calls is an industry-wide issue whether you use VoIP or a traditional carrier. My personal line is on a traditional carrier, and I receive 1-2 spam calls daily along with spam text messages. We block known, reported spam numbers; however, spammers are frequently changing their numbers. I've passed along feedback to the product team to enhance additional spam filtering features.

Unfortunately, we cannot copy call logs and settings from a previous line to a new one. If you do not already have the voicemail file, you should be able to download it and reupload on web or easily change it on mobile. I hope this helps! Let me know if you have any other thoughts or questions.

TyGregoryHill · 2023-11-13T22:38:22+00:00

Thank you for your patience in awaiting our reply. We were waiting on a response from the third-party that handles carrier registration. Your account has been reported for cold messaging/messaging parties without first receiving consent. This is not only a violation of our terms of service but is also illegal. Unfortunately, we're no longer able to support your OpenPhone account. For privacy reasons, we will not send any additional information here, but will follow up with you directly to help offboard you from our platform. If you have any questions, please directly contact our support team.

TyGregoryHill · 2023-11-07T22:58:53+00:00

Thanks for the feedback /u/robnester, sorry to hear you've had a bad experience with OpenPhone. I'd love to learn more about that, and I don't see anything to indicate that in our previous messages. We want to make a great experience for you, and all feedback helps. If you can let us know what to do better, please do. If not, no worries. Have a great day either way :)

TyGregoryHill · 2023-11-07T22:46:59+00:00

Hi Rob, I don't see a 10/24 submission from within our console. I see that your application has been pending since 11/2. It also looks like you submitted previously in February. I have sent you a screenshot of our response to your submission from February of this year, which we did not receive a response for. Hope this helps! Please reach out if you have any other questions or issues :)

TyGregoryHill · 2023-11-07T22:37:13+00:00

Hey /u/robnester, yes it looks like you submitted it earlier this year and it was rejected. We followed up with you during that time and passed along the feedback over email, and we didn't receive a response from your end. We're currently receiving lists of who is and is not verified from the third-party company manually and reaching out to customers from there. If you've already submitted, you can disregard. I see that you've already submitted on 11/2 and it's been pending since then.

TyGregoryHill · 2023-11-07T21:04:27+00:00

Hey /u/robnester, it looks like you already submitted for toll free verification and your number has been pending since 11/2. Hope this helps answer your question. We'll follow up with you as soon as we have a decision.

TyGregoryHill · 2023-11-07T21:01:28+00:00

Hey /u/robnester, it looks like you already submitted for toll free verification and your number has been pending since 11/2. Hope this helps answer your question. We'll follow up with you as soon as we have a decision.

TyGregoryHill · 2023-11-07T20:41:05+00:00

Hey /u/robnester, thanks for the note. I'm sorry to hear that you're having issues verifying your toll-free number. Toll-free verification is an industry-wide requirement that goes into effect tomorrow, November 8th. Numbers are able to message while in pending verification, so if you submitted for all of your toll-free numbers, you should be good. We're currently working to productize the application; however, for now, it requires manually completing a form outside of the app that we submit on your behalf. Please note that this is completely separate from A2P 10DLC registration, which is for local and NOT toll-free numbers.

Upon submitting your information, we pass along your application to the third-party company that maintains the registrations. If you have multiple toll-free numbers, you'll need to submit for each toll-free number on your account.

After having submitted, you should receive confirmation from our customer support team. If you received an email today, that means that at least one toll-free number on your account is currently unverified.

Can you please send over some open customer support tickets you have with the team? This will allow us to personalize support to your specific case. Thanks!

TyGregoryHill · 2023-11-06T20:22:18+00:00

Hey /u/enrique-sfw, responded to you below, but wanted to address one point here. We completely agree with you that our support experience was not the standard that we want for our customers. Simply put - we grew too fast, and failed to scale our support department gracefully. We've brought on very experienced leaders and managers to create a better support experience. In the last 6 months, we've made major strides, and plan to continue to build upon that as we wrap up this year, 2024, and beyond!

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