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How to Move Customers to a New Short Code



In the video above, Tatango CEO Derek Johnson answers the question, “How do you transfer SMS subscribers to a new short code?” Prefer to read instead? No problem. Please see the post below. You can also find answers to all your SMS marketing questions in our Q&A video library.

How to Move Customers to a New Short Code

If a brand needs to transfer subscribers from an existing short code to a new one, Tatango recommends following these three steps:

  1. First, send subscribers the final recurring text message using the original short code. This message should consist of the brand’s regular text messaging program content.
  2. In the initial message from the new short code, let subscribers know the brand is switching short codes and what they can expect from the brand in the future. This message should also include a way for subscribers to opt out if they don’t want to continue receiving messages from the new short code.
  3. Lastly, provide subscribers with a discount or value offer to thank them during the transition to the new short code. Changing short codes can be tricky, and a brand may worry about subscribers losing interest. Offering some immediate value when changing short codes can help prevent subscriber loss.

Mobile Marketing Association’s Best Practices

Are you interested in transferring SMS short codes?

If so, be aware of industry best practices before moving subscribers from one short code to another. While the Telephone Consumer Protection Act (TCPA) and the Cellular Telecommunications Industry Association (CTIA) don’t have any laws or rules for transferring SMS subscribers from one short code to another, the Mobile Marketing Association (MMA) has compiled some best practices. Once you understand the best methods for transferring subscribers from one short code to another, we recommend reading our post, How to Decrease Subscriber Churn When Migrating Short Codes. We also recommend downloading our free SMS marketing guide on moving SMS subscribers.

The MMA’s U.S. Consumer Best Practices for Messaging Version 7.0 (Section 1.6 – Program Short Code Transfer) recommend the process outlined below when moving SMS subscribers from one SMS short code to another.


Step #1

All SMS subscribers must receive a text message from the original short code indicating that the SMS program will be moving to a new short code. This message should be the last text message sent by the brand on the old short code and must include instructions on how to opt out of the program. For example, if Bob’s Burgers were transferring short codes, we’d recommend sending something similar to the following text message:


Step #2

Once the SMS program has been transferred to the new SMS provider and short code, the first text message sent to the existing SMS subscribers must inform them of the short code change and include instructions on how to opt out of the SMS program. For example:


Interested in learning more about migrating short codes?

For information on how to decrease subscriber churn when migrating short codes, be sure to check out this blog post, or download the full, free guide on moving SMS subscribers by clicking on the guide below.

Free Guide - Migrating SMS Short Codes

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