If you have questions while using digital messages, review the following frequently asked questions and suggested solutions.
What is the digital message onboarding process?
Enable digital message sending → Review signature real-name registration requirements → Submit a signature in the console → Wait for signature review → After approval, create a template in the console → Wait for template review → Send messages after template approval.
Do digital messages support opt-out?
Digital messages do not support opt-out.
How do I enable digital message sending?
Eligible industries and customers can sign up in the Digital Message console.
Can I use my purchased SMS package to offset digital message usage?
No. SMS packages do not apply to digital messages.
What are the real-name registration requirements for digital message signatures?
Signatures must comply with regulatory requirements. Carriers accept only compliant signatures, such as:
(1) The full or abbreviated name of an enterprise or public institution.
(2) The full or abbreviated name of a registered trademark.
(3) The full or abbreviated name of an app.
How do I create a digital message signature?
Create your digital message signature in the Digital Message console.
What should I do if my signature fails review?
Update your real-name registration information based on the carrier’s rejection reason, then resubmit.
How long does signature real-name review take?
Digital message signature real-name reviews usually take 7–10 business days.
How do I know when a digital message signature is ready for production use?
A signature is ready for production use when its registration status shows “Registered” and its availability status shows “Active”.
After my signature is approved, how do I create an SMS template?
Log on to the Domestic Digital Message Template Management page. Click Create Message Template.
How do I know when a template is ready to use?
You can use a template as soon as its review status shows “Approved”. Note: You can decide based on your needs. If you plan to send digital messages only to users of one carrier, that carrier’s approval alone is sufficient. For example, if you send only to China Mobile users, approval from China Mobile is sufficient. Usually, templates require approval from all three major carriers: China Mobile, China Unicom, and China Telecom. As soon as your use case is covered, you can start using the template.
What should I do if I encounter issues while sending?
If sending fails, check the error code to identify the issue. If you cannot resolve it, contact your SMS support manager.
My live-streaming template failed China Telecom review. How do I fix it?
If your template is for live streaming, select “Live Streaming” as the industry when submitting the template. Also submit a separate live-streaming commitment letter. The merchant or an ISV may provide this letter. Save it as a clear image file. Note: The commitment letter must be legible—especially the template screenshot, which must clearly show both the signature and the template content.
My template failed review, or review is still pending close to my planned send date. What should I do?
If your template fails review, first check it against the template requirements. If you cannot resolve the issue, share the template code with your support contact to discuss the failure reason. Then revise the template content accordingly and submit a new template for review.