Registering Your SMS Number

To enable two-way SMS messaging, you need to register your business and receive a dedicated Australian mobile number. This verification is required by Australian telecommunications regulations.

1. Overview

Why Verification is Required

Australian regulations require business verification for SMS numbers to:

• Prevent spam and fraud
• Ensure legitimate business use
• Protect consumers

What You'll Get

After verification:

• Your own dedicated AU mobile number (04XX XXX XXX)
• Customers can reply to your messages
• Automatic STOP/opt-out handling
• Full conversation history in CoolEdge

Requirements

• Growth or Scale plan subscription
• Valid Australian business registration (ABN)
• Business bank account details
• Authorised person to complete verification

2. Starting the Registration Process

Step 1: Access SMS Settings

1. Go to Settings → SMS Settings
2. Review the 2-way SMS information
3. Click Start Setup

Step 2: Create Your SMS Account

CoolEdge automatically creates a secure SMS subaccount for your business. This happens in the background when you start setup.

Step 3: Begin Verification

The compliance form will load, allowing you to submit your business information.

3. Completing Business Verification

Required Information

You'll need to provide:

Business Details

• Legal business name
• Trading name (if different)
• Australian Business Number (ABN)
• Business address
• Business phone number

Authorised Person

• Full legal name
• Position in the business
• Contact email
• Contact phone

Business Registration

• ABN or ACN documentation
• May require additional documents

Tips for Smooth Verification

• Use your exact legal business name as registered with ASIC/ABR
• Ensure ABN is active and matches your business name
• Provide accurate contact information
• Complete all required fields

4. Verification Status

Submission

After submitting:

1. Status shows as Verification In Progress
2. Review typically takes 1-2 business days
3. You'll receive an email when there's an update

Checking Status

Return to Settings → SMS Settings anytime to check your verification status:

• Pending Review: Submitted and awaiting approval
• Approved: Ready to activate your number
• Needs Attention: Additional information required

You'll also receive an email notification when your verification is approved or if any issues require your attention.

If Rejected

If your verification needs attention:

1. Review the feedback provided
2. Click Fix & Resubmit
3. Update the required information
4. Resubmit for review

Common rejection reasons:

• Business name doesn't match ABN records
• ABN is not active
• Missing required documentation
• Incomplete information

5. Activating Your Number

After Approval

Once verified, you'll see Verification Approved!:

1. Click Activate My Number
2. CoolEdge provisions your dedicated number
3. Your new number displays in settings

Your New Number

You'll receive an Australian mobile number like:

• 0400 000 000 (displayed format)
• This becomes your outbound SMS sender ID
• Customers see this number when you send SMS

6. Using Your Number

Sending SMS

All outbound SMS now send from your dedicated number:

1. Compose SMS as normal
2. Customer receives from your number
3. They can reply directly

Receiving Replies

When customers reply:

1. Message appears in your Messages inbox
2. Notification sent (if enabled)
3. Reply linked to customer's conversation

Voice Calls

If someone calls your SMS number:

• They hear an automated message
• Message explains it's for SMS only
• No calls are forwarded

7. Managing Your Number

Viewing Your Number

Find your number in Settings → SMS Settings:

• Your SMS Number: 0400 000 000
• Status: Active
• Activation date

Number Portability

Currently, numbers are:

• Assigned automatically by CoolEdge
• Cannot be changed or ported
• Unique to your business account

Cancellation

If you downgrade or cancel:

• Number is released
• You lose access to 2-way messaging
• Conversation history is retained

8. Troubleshooting

Verification Taking Too Long

If more than 3 business days:

1. Check Settings → SMS Settings for any status updates
2. Look for emails from CoolEdge or our verification partner
3. Contact support@cooledge.com.au

Verification Rejected

If rejected without clear reason:

1. Review all submitted information carefully
2. Verify your ABN is active at abr.business.gov.au
3. Ensure business name matches exactly
4. Contact support if unclear

Number Not Working

If SMS aren't sending after activation:

1. Check you have SMS credits available
2. Verify the status shows "Active"
3. Try sending a test to your own phone
4. Contact support if issues persist

Lost Access to Number

If your number shows inactive:

1. Check your subscription is active (Growth/Scale)
2. Verify payment method is current
3. Contact support for assistance

9. FAQ

How long does verification take? Typically 1-2 business days. Complex cases may take up to 5 business days.

Can I choose my number? No, numbers are assigned automatically. They are valid Australian mobile numbers.

What if I change business names? You'll need to update your verification. Contact support for assistance.

Is there a cost for the number? The dedicated number is included with Growth and Scale plans at no additional cost.

Can I have multiple numbers? Currently, one number per business account. Contact support for enterprise needs.

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Next Steps: Start using Two-Way Text Messaging → or set up Message Templates →

Need help? Email us at support@cooledge.com.au