AWS sms-voice documentation change
Summary
Updated support process for registration denials: clarified denial feedback location, added paid support requirement, restructured support case creation steps with specific technical parameters, and removed geographic-specific instructions.
Security assessment
Changes focus on improving support procedures and documentation clarity for registration denials. No evidence of security vulnerability fixes, security incident response, or security feature additions. Updates are procedural (e.g., new support case requirements, form fields) without security implications.
Diff
diff --git a/sms-voice/latest/userguide/registrations-request-support.md b/sms-voice/latest/userguide/registrations-request-support.md index 2e3c7856e..469c7dd05 100644 --- a//sms-voice/latest/userguide/registrations-request-support.md +++ b//sms-voice/latest/userguide/registrations-request-support.md @@ -7 +7 @@ -# Get more information through Support for registration issues +# Get help with registration issues through Support @@ -9 +9 @@ -The 3rd party downstream reviewer might find issues with the registration that results in a denied registration with a related error message. For more information on registration error messages and solutions, see [Gen-AI Feedback on Registrations (Preview)](./registrations-genai-feedback.html). You should also review [10DLC Registration Best Practices to Send SMS with Amazon Pinpoint](https://aws.amazon.com/blogs/messaging-and-targeting/10dlc-registration-best-practices-to-send-sms-with-amazon-pinpoint/) and [How to Build a Compliant SMS Opt-In Process With Amazon Pinpoint](https://aws.amazon.com/blogs/messaging-and-targeting/how-to-build-a-compliant-sms-opt-in-process-with-amazon-pinpoint/) blog articles that have more in-depth details on how to successful register an SMS use case. +If your registration is denied, the denial reason and feedback are available on the registration form in the console. For AI-powered analysis of your denial reason with suggestions on how to fix your registration, see [Gen-AI Feedback on Registrations (Preview)](./registrations-genai-feedback.html). You should also review [10DLC Registration Best Practices to Send SMS with Amazon Pinpoint](https://aws.amazon.com/blogs/messaging-and-targeting/10dlc-registration-best-practices-to-send-sms-with-amazon-pinpoint/) and [How to Build a Compliant SMS Opt-In Process With Amazon Pinpoint](https://aws.amazon.com/blogs/messaging-and-targeting/how-to-build-a-compliant-sms-opt-in-process-with-amazon-pinpoint/) for detailed guidance on how to successfully register an SMS use case. @@ -11 +11 @@ The 3rd party downstream reviewer might find issues with the registration that r -If you are still having issues getting your SMS use case approved you can reach out through Support to ask for additional assistance in understanding why your use cases was rejected. **Note** that this requires downstream engagement and takes time to better understand the denial reason. +If you have reviewed the denial feedback and are still unable to resolve your registration issue, you can create a technical support case for additional assistance. Technical support cases connect you to Support engineers who can help investigate your registration denial and provide guidance on next steps. @@ -15,7 +15 @@ If you are still having issues getting your SMS use case approved you can reach -If you are not based in the United States and your 10DLC brand registration fails you should: - - 1. Apply for [10DLC brand vetting form](./registrations-10dlc-vetting.html), as this is a manual review of your 10DLC brand. - - 2. If vetting fails then follow the directions below to submit a support ticket. - - +Creating a technical support case requires a paid support plan. If you do not have a paid support plan, use the [Gen-AI Feedback on Registrations (Preview)](./registrations-genai-feedback.html) to get feedback on your registration, or review the denial reason on your registration form and resubmit with the recommended corrections. For more information on support plans, see [Compare Support Plans](https://aws.amazon.com/premiumsupport/plans/). @@ -22,0 +17 @@ If you are not based in the United States and your 10DLC brand registration fail +###### Note @@ -24 +19 @@ If you are not based in the United States and your 10DLC brand registration fail -###### To submit a request for information about a rejected 10DLC brand or campaign +If you are not based in the United States and your 10DLC brand registration fails, you must first apply for [10DLC brand vetting form](./registrations-10dlc-vetting.html), as this is a manual review of your 10DLC brand. If vetting fails, follow the procedure below to create a technical support case. @@ -26 +21 @@ If you are not based in the United States and your 10DLC brand registration fail - 1. Create an AWS Support case at [https://support.console.aws.amazon.com/support/home#/case/create?issueType=service-limit-increase](https://console.aws.amazon.com/support/home#/case/create?issueType=service-limit-increase). +###### To create a technical support case for a registration issue @@ -28 +23 @@ If you are not based in the United States and your 10DLC brand registration fail - 2. On the **Create Case** page, complete the following: + 1. Open the AWS Support Center Console at [https://support.console.aws.amazon.com/support/home#/case/create?issueType=technical](https://console.aws.amazon.com/support/home#/case/create?issueType=technical). @@ -30 +25 @@ If you are not based in the United States and your 10DLC brand registration fail - * Select **Account and Billing**. + 2. For **Case type** , verify that **Technical** is selected. @@ -32 +27 @@ If you are not based in the United States and your 10DLC brand registration fail - * For **Service** , choose **Service Quotas**. + 3. For **Service** , choose **AWS End User Messaging SMS (Pinpoint)**. @@ -34 +29 @@ If you are not based in the United States and your 10DLC brand registration fail - * For **Category** choose either **AWS End User Messaging SMS (Pinpoint)** or **AWS End User Messaging Voice (Pinpoint)** , depending on your request. + 4. For **Category** , choose **Registration Issue**. @@ -36 +31 @@ If you are not based in the United States and your 10DLC brand registration fail - * For **Severity** , choose **General Limits**. + 5. For **Severity** , choose the appropriate severity level based on the impact to your business. @@ -38 +33 @@ If you are not based in the United States and your 10DLC brand registration fail - 3. In the **Requests** section, do the following: + 6. For **Subject** , enter a brief description of your registration issue. @@ -40 +35 @@ If you are not based in the United States and your 10DLC brand registration fail - * For **Region** , choose the AWS Region that you attempted to register the campaign in. + 7. For **Description** , include the following information: @@ -42 +37 @@ If you are not based in the United States and your 10DLC brand registration fail - * For **Resource Type** , choose the type of registration you are inquiring about: **10DLC or TFN Registration** , **10DLC Registration** , **Registration** , **Sender ID Registration** , or **Template Registration**. + * The registration ID (for example, `registration-1a2b3c4d5e6f`). @@ -44 +39 @@ If you are not based in the United States and your 10DLC brand registration fail - * For the **Quota** , choose either **Company or 10DLC Campaign Registration Rejection** , **General Inquiry** , or **Registration Rejection Query**. + * The AWS Region where you created the registration. @@ -46 +41 @@ If you are not based in the United States and your 10DLC brand registration fail - 4. For **Use case description** , enter the rejected registration ID. + * The denial reason or error message you received. @@ -48 +43 @@ If you are not based in the United States and your 10DLC brand registration fail - 5. Choose **Next Step: Solve now or Contact us**. For **Preferred contact language** , choose whether you want to receive communications for this case in **English** or **Japanese**. + * Any steps you have already taken to address the denial. @@ -50 +45 @@ If you are not based in the United States and your 10DLC brand registration fail - 6. For **Contact method** , choose your preferred method of communicating with the Support team. + 8. For **Contact method** , choose your preferred method of communicating with the Support team. @@ -52 +47 @@ If you are not based in the United States and your 10DLC brand registration fail - 7. Choose **Submit**. + 9. Choose **Submit**. @@ -57 +52 @@ If you are not based in the United States and your 10DLC brand registration fail -The Support team will provide information about the reasons that your 10DLC campaign registration was rejected in your Support case. +A support engineer will review your case and provide guidance on your registration issue. Response times depend on the severity level you selected and your support plan.