Azure Communication Services: Subscription not eligible for 10DLC Brand and Campaign registration

Question

Azure Communication Services: Subscription not eligible for 10DLC Brand and Campaign registration

Solomon Ganz 0

Hi there — I'm hitting a backend eligibility wall when attempting 10DLC brand and campaign registration in an Azure Communication Services resource. Hoping someone can route this internally or advise on the right unblock path.

Problem

In the Azure Portal, when I attempt to register a 10DLC Brand (via the Phone numbers → Get → Local flow on my ACS resource), I receive the error:

"Your subscription is not eligible for Brand and Campaign registration."

Additionally, the Phone numbers blade itself fails to load with "Server not responding — Unable to access phone numbers right now." This persists across reloads, multiple browsers (Chrome and Edge), and cleared cache.

Environment

Resource type: Communication Service (XXXXXX)
Data location: United States
Provisioning state: Succeeded (resource is healthy; toll-free SMS works)
Custom domain: verified, SPF / DKIM / DKIM2 all green
Support plan: Developer
Subscription ID, immutable resource ID, and resource group: happy to share privately with anyone who responds.

What I've already tried

I have an open phone number support ticket (REQ-332307-M2G4S) with the Telephone Number Services Team. The engineer confirmed my current subscription tier only allows up to 5 phone numbers (1 acquired so far) and directed me to the service-limits documentation to request a tier increase.

I also tried filing a separate quota/technical ticket through the Azure Portal support flow, but on the Developer plan both "Service and subscription limits (quotas) → Acquiring a phone number" and "Technical → Assistance with SMS" dead-end at recommended-articles screens with no "Create support request" button surfaced — only links to community Q&A and docs. (I do have a separate ACS Email sending-limits quota ticket open, unrelated to this issue.)

What I'm asking

I believe a single tier upgrade on this subscription / resource should simultaneously unlock (a) the ability to acquire more than 5 phone numbers (I need roughly 25 for current and near-term clients), and (b) eligibility for TCR Brand and Campaign registration so I can actually send SMS from those numbers, this is the more important one because whether I have 1 or 100 numbers now I cant send sms's with the numbers since I cant start a campaign.

Can a Microsoft engineer confirm whether (a) and (b) are gated by the same backend tier flag, and either escalate an internal request to raise the tier on this resource, or point me at the exact support form that will accept a tier increase request (since the Azure Portal isn't surfacing one for me on the Developer plan)?

Business context

The ACS resource is used by an HR / staffing management platform for skilled nursing facilities. Each managed facility needs a local A2P number to send shift-availability texts to facility staff. Recipients are existing customers (facility staff who registered for the platform) — no purchased lists, no marketing, transactional only. Current footprint is approximately 19 facilities across TX and OK and would be quickly expanding if I could work out these issues.

Happy to provide subscription / resource identifiers, logs, screenshots, or correlation IDs privately. Thanks in advance.
edited PII info

Praneeth Maddali 9,515 Reputation points Microsoft External Staff Moderator

2026-05-16T01:06:20.1666667+00:00
Hi @Solomon Ganz

Thanks for the detailed post and for sharing all the context
The error "Your subscription is not eligible for Brand and Campaign registration" usually means your Azure subscription doesn't fully meet the requirements for US 10DLC (the pathway needed for SMS on local-looking numbers). Even though your resource is healthy and toll-free SMS works, 10DLC has stricter eligibility rules around subscription type, billing address, and paid status.

Recommended Next Steps

Check your subscription eligibility Go to the Azure portal >Your subscription > Properties (or Cost Management + Billing). Confirm:

It's a paid subscription (not trial/free credits).

The Sold-To billing address is in the United States (excluding Puerto Rico) or Canada — this is a key carrier/regulatory requirement for 10DLC.

Start the proper 10DLC registration flow (once eligible) In your ACS resource > Telephony and SMS > Regulatory Documents > Add. Select United States > Local > Brand, then create the Campaign afterward. Use your company’s legal details (EIN, address, website) and clearly describe the transactional nature (consented shift alerts to existing staff). This helps with approval.

Quota increase for more numbers Since you're on the Developer support plan and the portal quota button isn't appearing, create a new support request.

Navigate to this link to start the process: https://portal.azure.com/#create/Microsoft.Support

Enter quota in the box and click Go

Select Others / Service and subscription limits (quotas) and click Next

Select Issue type: other request ,

Click Create a support request button, as shown

after that you will get a page like in description provide a clear information and select severity as per the SLA and submit

If the billing address turns out to be the blocker (common when the subscription was created outside the US), you may need to move resources to an eligible subscription or work with your account team on options.

Reference :

https://learn.microsoft.com/en-us/azure/communication-services/quickstarts/sms/apply-for-ten-digit-long-code

https://learn.microsoft.com/en-us/azure/communication-services/concepts/numbers/phone-number-management-for-united-states

https://learn.microsoft.com/en-us/azure/communication-services/concepts/service-limits

Kindly let us know if the above helps or you need further assistance on this issue.

Please "upvote" if the information helped you. This will help us and others in the community as well.

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Azure Communication Services: Subscription not eligible for 10DLC Brand and Campaign registration

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