If your account is brand new and texts aren't going out yet, this is almost certainly normal — and temporary.
What's happening
Every business phone number that sends text messages in the US has to be registered and approved by the mobile carriers (Verizon, AT&T, T-Mobile) before texting turns on. It's an industry-wide anti-spam requirement that applies to every company, every platform, everywhere — and it's actually good for you: registered numbers get delivered reliably instead of being filtered as spam.
The catch: approval takes days, and the timeline belongs to the carriers, not to Escape.
What Escape does about it
We start your registration on day one of onboarding — before almost anything else — precisely because it's the longest wait in the whole build. In most cases, approval lands during your build week, and texting is live before or right at your go-live. See Your first two weeks.
What to expect
- During registration: outbound texts from your number don't send yet. Calls work normally.
- When approval lands: texting switches on, and the automatic sequences start running as designed. No action needed on your end.
- Timeline: typically within the first several days; occasionally carriers take longer or ask for extra information. If they do, we handle it and keep you posted.
When to reach out
If your account has been live past the two-week mark and texts still aren't sending — or you've been told registration is complete but a message clearly didn't go out — contact support with a customer name and roughly when the text should have sent. We'll pull the delivery records and get to the bottom of it.