In the video above, Tatango CEO Derek Johnson answers the question, “How do you handle deactivated phone numbers?” Prefer to read instead? No problem, please see the post below. You can also find answers to all of your SMS marketing questions in our Q&A video library; click here to browse.
What Is a Deactivated Phone Number?
A deactivated phone number occurs when a mobile phone user decides to cancel their phone plan or subscription with a wireless carrier. For the consumer, this isn’t an issue, but it can create a tricky situation for SMS marketers and brands.
Let’s use an example phone number like 425-425-4254. While using this phone number, let’s say that a consumer opted into several SMS marketing campaigns. Will that number still receive SMS messages from those campaigns after it’s been deactivated, reactivated, and given to someone else?
What Happens if SMS Providers Don’t Handle Deactivated Phone Numbers Correctly?
Depending on the carrier, a deactivated phone number will be reactivated in 2 to 60 days, and assigned to someone else. This is where the tricky situation presents itself. If SMS providers don’t handle deactivated phone numbers correctly, then a phone number that has opted into a text message program will continue to receive messages, even when it’s been reactivated as someone else’s phone number.
The new owner of the phone number hasn’t opted-in to receive those SMS marketing messages, and because consent is based on the person and not by phone number, the new owner hasn’t agreed to receive those messages. As a result, the minute the phone number is reactivated for a new user, consent is broken, and the brand sending the SMS messages is at risk of a TCPA violation.
How to Check if Your SMS Provider Is Handling Deactivated Phone Numbers Properly
The first step is to make sure they’re getting, and using, a deactivation report. A deactivation report is a report from the wireless carriers given to SMS providers that details a list of deactivated phone numbers.
Since some wireless carriers keep a phone number deactivated for as little as two days, this report is updated every 24 hours. When an SMS provider receives the deactivated report, the SMS provider has to remove and unsubscribe those phone numbers from the SMS marketing database. It’s best to do this nightly. If this process is completed every 30 or 60 days, the SMS provider will send text message spam to people who haven’t opted in, putting the brand who is marketing to consumers at risk.
It’s essential that your SMS provider gets deactivation reports from the major wireless carriers every 24 hours, and removes all of the deactivated phone numbers from the SMS database, so that your brand doesn’t message those people in the future. Fortunately, at Tatango we take this very seriously. To talk with our SMS marketing experts about safeguarding your text message marketing campaigns, contact us here.
And to learn about ported phone numbers, watch our video about it here.
FAQs
Since some wireless carriers keep a phone number deactivated for as little as two days, this report is updated every 24 hours. When an SMS provider receives the deactivated report, the SMS provider has to remove and unsubscribe those phone numbers from the SMS marketing database. It's best to do this nightly.
What happens to a deactivated phone number? ›
When an individual deactivates their phone number that number is then put back into circulation and eventually given to a new owner by the carrier. This can result in the new owner of the number receiving unwanted text message alerts or phone calls that the previous owner had opted into.
Can a deactivated number be reactivated? ›
If the number has been deactivated for more than 50 or 90 days, depending on the policy of the phone company, it may no longer be possible to reactivate it. Legal guidelines: In some situations, legal rules or regulations may affect the retrieval of old mobile numbers.
How to use a deactivated phone number? ›
Here are the steps you need to follow to get back a deactivated phone number easily.
- Know when your phone number was deactivated.
- Attempt to call/contact the number.
- Contact your service provider.
- Request a reactivation of your old phone number.
- Wait for your provider to reactivate the number.
Call your carrier.
If you don't have access to the internet, you can call your carrier's Customer Service line and have a representative deactivate the line for you. You will need to be able to identify yourself as the account holder. You may be able to deactivate the phone using an automated menu system.
Can you still use a deactivated phone? ›
Yes you can, as long that phone is somehow connected to the internet.
How do you know if a number is deactivated? ›
Inactive numbers cannot be reached when called, dial tones/automated messages often greet those that call a number with no service, sending a text to an inactive phone number will result in it not being delivered, and a follow-up, error-delivery prompt will likely follow.
How long does a phone number stay inactive? ›
How long does it take for a disconnected number to be recycled? Generally telecom providers reassign numbers within 90 days from when they had become deactivated but there is no specific time limit. In certain area codes with high demand for recycled numbers, the reassignment will occur much more quickly.
How long does it take for a number to be deactivated? ›
A SIM card is deactivated when it has not been used in the last 6 months.
What happens to disconnected mobile numbers? ›
Telephone numbers are quarantined for up to six months (upon disconnection) before being released back in to the pool of available numbers. If a number was ported out at any time, it is returned back to the network it was originally assigned to.
A deactivated phone typically means that the device no longer has an active cellular plan or a SIM card inserted. While this might restrict its ability to make cellular calls or send text messages, it doesn't necessarily render the device completely useless.
How long does it take for someone to get your old number? ›
How long does it take for someone to get your old number? It depends on the carrier, but most providers will wait to recycle your old number for about 90 days.
What happens to your old number when you change it to T-Mobile? ›
It may take up to three days to have access to sign into your account on T-Mobile.com using your new number. Call records for the old phone number will no longer be available on T-Mobile.com. T-Mobile holds all numbers for a minimum of 45 days and up to 90 days, at which time the number will be available for reuse.
How does a number get deactivated? ›
A deactivated phone number is one that a mobile operator has taken out of service for an end user, either because the end user has switched operator or has otherwise closed their account. Eventually all deactivated numbers are recycled and activated for new subscribers.
How do I retrieve a deactivated phone number? ›
When a phone number is deactivated, it returns to a pool of available numbers from which anybody can purchase it. If your service provider has not allocated your old number to anyone, you can ask them to reactivate it. You can try to call your old number.
Do old numbers get reused? ›
What is phone number recycling? Phone number recycling is the industry term that refers to the event when that deactivated/disconnected number gets reassigned to someone else. Typically, it takes at least 90 days for this reassignment to take place but it can be faster in high-demand area codes (212, 310, etc.).
Can a deactivated cell phone be traced? ›
A phone that is turned off is difficult to track because it stops sending signals to cell towers. However, the service provider or internet provider can show the last location once it's switched back on.
