A custom phone number lets customers reply to the text messages CleanCloud sends. Without one, you can still send texts where your country supports it, but customers can’t reply.
Note: You can’t choose your number, and it can’t be linked to existing numbers or other platforms. CleanCloud assigns one based on availability. Custom numbers send SMS only. RCS isn’t supported.
Where it’s available
Australia, Canada, the United Kingdom and the United States. Availability depends on local providers, carriers and regulations, which are outside CleanCloud’s control.
What it costs
Region | Plan | Activation (one time) | Monthly |
US | Lite or Pro | $50 | $25 |
Outside the US | Lite or Pro | 50 in your local currency | 5 in your local currency |
Any | Grow or Grow+ | Free | Free |
US numbers cost more because of 10DLC registration rules.
How to get a custom phone number
Check that two-way SMS is available in your country, then contact Support and ask to have it activated.
If you’re in the US, you can ask for a preferred area code. If it isn’t available, CleanCloud assigns another.
Wait for activation. Numbers outside the US take up to 7 days. US numbers take 2 to 3 weeks, because of 10DLC registration.
US stores: 10DLC registration
10DLC registration is required for all businesses sending SMS from US numbers. It follows the rules of The Campaign Registry (TCR). Carriers can block texts from unregistered US numbers, so every US store with a custom number must register.
Support submits the registration to TCR for you. Send Support:
Legal company name
Full owner name
Your organization’s legal structure (for example, public or private)
Tax number, ID or EIN
Complete address
Email address
Website
After Support receives this, campaign approval usually takes 2 to 3 weeks, depending on carrier processing.
CleanCloud can’t register non-US numbers, including Canadian ones, for the US. Texts from those numbers may not reach US customers.
How to see customer replies
Inbox: Select Inbox in the sidebar and filter for SMS.
Customer profile: Open the customer and select the Communication tab to see the history and send new messages.
Common questions
Why can’t customers reply to my texts?
Why can’t customers reply to my texts?
If you have a custom phone number and customers can’t reply, a Custom Sender ID may be turned on. Contact Support to check.
What happens if I don’t have a custom phone number?
What happens if I don’t have a custom phone number?
CleanCloud automatically assigns your store a toll-free number or a standard sender ID, based on your location. This changes from country to country. Contact Support if you need help.