How to Tell Subscribers about a Change in Phone Number

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Overview

When you change your phone number, it’s important to keep subscribers informed and set the right expectations. First, send a final text message from your current (old) number that informs subscribers of the switch; then, once you switch numbers, send a message confirming the change. 

This is required in some jurisdictions (e.g., in the US, it’s required under CTIA guidelines), and is, in general, a best practice. Note that if you’re switching providers, these messages are usually not required when you keep the same sending number; however, your previous SMS provider may require you to send these messages. 

In this article, we run through what to include in these messages so that you can properly inform subscribers when you switch your phone number. 

Final Message from Your Current Number

About one week before you change numbers, send one last message from your current phone number. In this message, include the following: 

  • Your organization’s/brand’s name
  • Your new phone number
  • Key details about the transition, like support/contact care information (e.g., “Reply HELP for help”)
  • Opt-out language (e.g., “Text STOP to unsubscribe”)

We recommend keeping this message as simple as possible. While it’s fine to include personalization if you want to, avoid using images, GIFs, and emojis. 

Final_text_from_old_number.png

First Message from Your New Number

For your first message from your new number, include the following: 

  • Your organization’s/brand’s name
  • The recurring-SMS program’s name or product description
  • Support/customer care information (e.g., “Reply HELP for help”)
  • Opt-out language (e.g., “Text STOP to unsubscribe”)
  • Disclosure that message and data rates may apply
  • Disclosure for message frequency

First_text_from_new_number.png

Additional Resources

Learn how to switch to Klaviyo in our SMS migration guides

Get more information about country-specific SMS compliance 

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