If outbound messages from a previously working number suddenly fail with "Unallocated From Number" (a Bandwidth error), SMS capability has been removed from that number on Heymarket's side. This typically follows a port between carriers, a change at the underlying voice provider, or a routing update by the losing carrier. The fix is to rehost the number with Heymarket.
What this error means
Heymarket sends SMS through Bandwidth. When the number's voice carrier changes hands (or the SMS rights are revoked at the upstream level), Bandwidth no longer recognizes the number as allocated to your account. The message is rejected before it reaches the destination carrier. This is not a 10DLC issue and not a content filtering issue. It is a number provisioning issue.
You will continue to see this error until the number is rehosted.
How to resolve: rehosting the number
- Confirm the number is still active at the new voice provider and that the customer wants to keep it on Heymarket for SMS.
- Send the customer a Heymarket Letter of Authorization (LOA) form. The LOA authorizes Heymarket and Bandwidth to host SMS on the number.
- Collect from the customer:
- Completed and signed LOA
- A recent bill (within the last 30 days) from the current voice provider showing the number and account holder
- For VoIP numbers, a Customer Service Record (CSR) from the losing or current carrier
- Submit the package to Heymarket Support at help@heymarket.com with the subject line "Rehost request" and the affected number in E.164 format.
- Heymarket validates the documents and submits the rehost request to Bandwidth.
- Once Bandwidth completes the rehost, support reattaches the number to the customer's inbox and confirms via reply.
Expected timeline
| Stage | Typical duration |
|---|---|
| LOA and document collection | Same day to 1 business day |
| Heymarket validation and submission | 1 business day |
| Bandwidth rehost processing | 3 to 5 business days |
| Reattach to inbox and verification test | Same day after rehost completes |
Total: usually 4 to 7 business days. The number can still receive voice calls at the new provider during this window. Inbound and outbound SMS will not work until the rehost completes.
Preventive steps before porting a number
Tell customers planning a port between carriers to do the following before initiating the port:
- Notify Heymarket Support at least 5 business days in advance with the number, current carrier, and new carrier.
- Ask the new carrier in writing whether they will preserve SMS hosting at Bandwidth or claim SMS rights themselves. If they claim SMS, plan a rehost in advance.
- Avoid scheduling broadcasts or campaigns during the porting window.
- Keep a recent bill on hand. It will be needed for the LOA.
- After the port completes, send a test message from Heymarket. If it fails with "Unallocated From Number," start the rehost process immediately using the steps above.