Find answers to frequently asked questions about setting up SMS in the Insider One Onboarding Center.
What is SMS Channel Setup in the Insider One Onboarding Center?
SMS Channel Setup is a guided process that takes you through the steps required to:
Register your senders.
Define how users subscribe to and unsubscribe from SMS messages.
Submit the documents required by your SMS provider.
Validate your setup before sending your first campaign.
To access SMS Channel Setup, navigate to InOne > Components > Insider One Onboarding Center.
What are in-product registration and form-based registration?
Every country requires Account Registration. The registration method determines where you complete the required steps.
Türkiye, the United States, and Australia use in-product registration. For these countries, each registration step has its own page in the Insider One Onboarding Center.
All other countries use form-based registration. For these countries, the individual registration pages do not appear in the Insider One Onboarding Center. Instead, you complete the registration form provided by Insider One and submit the required information and documents through that form.
The Insider One Onboarding Center displays and tracks the registration status of each country regardless of the registration method.
My account does not show any countries yet. What should I do?
A newly created panel does not initially contain country information. Until you add countries, the Get Your Countries Set Up screen appears.
Select Request Country Setup to inform the Insider One team which countries you need. You can also contact the Insider One team directly.
Who adds my countries, and can I add them myself?
Insider One team is responsible for adding, editing, and removing countries. These actions are unavailable directly from your panel.
Why is a country I expected not available?
The countries that can be enabled on your panel are based on the countries covered by your SMS contract. You can't use SMS in a country not included in the contract.
Contact the Insider One team if an expected country is missing.
What do the different country statuses mean?
Each country has its own registration status. The action button displayed for the country and the page it opens depend on this status.
Status | Meaning | Action button |
|---|---|---|
Not Started | Registration has not started for the country. | Start Registration |
In Progress | Registration has started but has not yet been submitted. | Continue Registration |
In Review | Your application has been submitted and is being reviewed. | View Application |
Rejected | Your application contains information that needs to be updated. | Update Registration |
Incomplete | Your registration is approved, but SMS testing or transactional SMS setup is still pending, where applicable. | Test SMS Setup or Setup Transactional SMS |
Completed | The SMS setup for the country is complete. | Create SMS Campaign |
When can I create my first SMS campaign?
You can create an SMS campaign after the country reaches the Completed status.
At this stage, the action button on Country Settings changes to Create SMS Campaign. Selecting this button opens the SMS campaign listing page.
You must also have at least one segment before you can launch a campaign.
What happens after I submit my registration?
After you submit your registration, the country status changes to In Review. The Registration Confirmation page becomes read-only until the review is complete. This is expected behavior and does not indicate an error.
If the application contains information that needs to be corrected, the country status changes to Rejected. The action button on Country Settings changes to Update Registration.
Select Update Registration to reopen the registration in an editable state and review the feedback. Correct the flagged information and submit the registration again. The country status then returns to In Review.
Senders are reviewed individually. As a result, one sender can be approved while another sender still requires changes.
Can I change my registration after it is approved?
No. After a country's registration is approved, you cannot edit the registration or add new senders for that country.
Make sure your sender list is complete before submitting the registration.
You can update your information and add senders while the registration is still in progress, including after the registration has been rejected.
How long does registration take?
Each sender is registered separately. Sender registration generally takes between 2 and 12 weeks, depending on the country and sender type.
The SMS provider is mainly responsible for the duration of the registration process. This estimated duration covers only the provider-side registration. You should also account for the time required to collect and prepare your documents.
What does the automatic document check do?
Your uploaded documents are checked automatically when you submit them. This helps you identify files that cannot be accepted before the full application review begins.
The automatic check verifies:
Whether the file format is supported.
Whether required elements are present, such as the company name.
Whether a required signature or stamp is included.
The check does not verify whether the information in the document is genuine. Your full application must still be reviewed after the document check.
If a document does not pass the check, an Action Required warning identifies the document that needs your attention. Replace the file before submitting your application.
Passing the automatic document check does not mean that your registration is approved. Registration is approved only after the full application has been reviewed.
What happens if my registration is rejected in a form-based country?
If a form-based registration is rejected, the Account Registration screen displays a banner and an orange Action Needed for Account Registration box. The review feedback explains which information or documents need to be updated.
To update and resubmit the registration:
Select Update Form under Form Submission to reopen the registration form.
Update and submit the required information and documents in the form.
Review the Confirm Form Submission section in the Insider One Onboarding Center.
Select Confirm and Submit.
The country status returns to In Review.
Which emails do I receive?
You can receive the following email notifications during SMS setup:
Country Added: Sent when your selected countries are added to your panel.
Registration Approved: Sent when your sender registration is approved.
Registration Rejected: Sent when missing or incorrect information is identified in your registration.
For countries that use in-product registration, approval and rejection emails apply to a single sender. For form-based countries, these emails can apply to multiple senders.
What sender types can I choose?
For each sender, you select a message type and a sender type.
The available message types are:
Promotional
Transactional
The available sender types are:
Short Code
Long Code, also known as A2P 10DLC
Toll-Free, also known as TFN
The sender types are displayed as comparison cards that show differences in approval time and cost. For definitions of these sender types, see SMS Terms to Know.
Each sender is registered and reviewed separately. Adding multiple senders therefore creates multiple approval processes that can run in parallel.
Can I define my own sender ID?
Whether you can define your own sender ID depends on the market.
In the United States, you do not select the sender ID because the SMS provider assigns the number after approval. Dedicated Short Codes are recommended.
If you use both Promotional and Transactional message types, a separate sender is assigned to each message type. Each sender requires its own registration and has its own approval timeline.
For more information, see USA SMS Guideline.
How does opt-out work, and can I add an unsubscribe link?
Keyword-based opt-out is the primary unsubscription method.
To configure keyword-based opt-out, define:
An unsubscribe method name.
An opt-out keyword, such as STOP.
The phone number to which recipients should send the keyword.
Use these values to create an unsubscribe sentence that is appended to your messages. You must also define the confirmation message sent to users after they successfully unsubscribe.
You can optionally enable an Unsubscribe Link as an additional opt-out method. Select whether the link uses your own website domain or an Insider One domain, and then provide the URL.
You can also create a custom Unsubscribe Page that recipients see after selecting the link.
For an overview of the available methods, see Unsubscription Methods.
What country-specific requirements apply to SMS setup in Türkiye?
Türkiye has several country-specific requirements during SMS setup. Complete the following additional requirements during registration:
Complete IYS Registration.
On the Business Information page, complete the IYS Registration section.
IYS (İleti Yönetim Sistemi) is Türkiye's national commercial messaging consent and unsubscription management system. Select the IYS service provider or integrator that your company works with.
Your IYS service provider is different from your SMS provider.
If your company is not registered with IYS, follow the link to the IYS Platform, complete the registration there, and then enter the IYS Code provided by the platform.
Upload the required service agreement.
On the Document Upload page, upload the signed service agreement displayed on the page. A template is provided.
The service agreement requires a wet signature. Upload a scanned copy of the physically signed document rather than a digitally signed version.
Submit your documents through KEP.
Türkiye also requires submission via KEP (Registered Electronic Mail). KEP is a legally recognized registered electronic mail service in Türkiye.
Send the required documents from your company's KEP account to the KEP address displayed on the page, then select the I confirm I have sent required documents via KEP checkbox.
You must have an active company KEP account because KEP addresses cannot receive messages from standard email addresses.
Confirm your IYS integration.
The SMS Subscribers page includes a required IYS Integration Confirmation section.
For complete setup instructions and country-specific requirements, see Turkey SMS Guideline.
What country-specific requirements apply to SMS setup in the United States?
The United States has country-specific requirements for sender registration and promotional SMS sending.
Sender IDs are assigned by the SMS provider.
You do not choose the sender ID yourself. The SMS provider assigns the number after your registration is approved.
If you use both Promotional and Transactional message types, each message type requires its own sender registration and approval process.
Configure promotional SMS sending within permitted hours.
Promotional SMS messages can be sent only during permitted hours, typically between 08:00 and 21:00 in the recipient's local time.
On the Volume and Frequency page, make sure the expected peak sending periods you provide fall within this time window.
For complete registration requirements and sending rules, see USA SMS Guideline and SMS Silent Hours.
What country-specific requirements apply to SMS setup in Australia?
Australia uses in-product registration and has country-specific document requirements.
Provide the required registration document.
On the Document Upload page, upload the document required for your registration.
Always refer to the Document Upload page to confirm which document you need to provide. The requirements displayed on this page are authoritative and may vary by registration.
For complete country-specific requirements, see Australia SMS Guideline.