Communicate Phone Number Changes to Your Subscribers

If your brand transitions to a new number, then it's important that you communicate this change to your subscribers.

Recent CTIA regulations now require specific messaging for the last message on a brand's old number and the first message on their new number.

For both the last and first message, send a campaign to your entire subscriber list that includes the requirements outlined below. We also provide example messages you can use. 

Last Message from Your Old Number


The last message from your old number needs to include:

  • Your shop name
  • The number for your new messaging program
  • Opt-out information (i.e. reply STOP to Stop)
  • Other important details regarding transition, such as customer care contact information

Here's a sample message:

{shop_name}: We’re getting a new number! [insert number here, if possible]. [insert potential marketing message]. As a reminder, reply STOP to stop, HELP for help. Msg & data rates may apply. Msgs are recurring.

We recommend you send this message 1 week before transitioning to your new number. We also recommend that you use SMS messages for your last communication (i.e., no emojis, GIFs, or contact cards). 

First Message from Your New Number


The first message from your new number needs to include:

  • Your shop name
  • Opt-out information (i.e. reply STOP to stop)
  • Customer care contact information (i.e. reply HELP for help)
  • Message frequency disclosure
  • "Message and data rates may apply" disclosure

Here's a sample message:

{shop_name}: We have a new number! [insert your marketing message]. As a reminder, reply STOP to stop, HELP for help. Msg & data rates may apply. Msgs are recurring.

Similar to your last message, we recommend that you use SMS messages for your first communication (i.e., no emojis, GIFs, or contact cards). 

   Sending from a dedicated short code? When you send your new number campaign, target only US subscribers with a customer segment. If you include Canadian subscribers in the campaign, the message will from your toll-free number.

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Have questions? Please feel free to reach out to our wonderful Support team at support@postscript.io or via live chat. You can also submit a support request here!

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