Can't receive verification message of Destination phone in SMS sandbox

Question

I followed the steps of Quick start - SMS setup guide, Created a phone pool, Create a configuration set, Create a protect configuration, but in Test SMS sending - Destination number, when I sent verification code to my phone, I can't receive it. My phone number is a VoIP by BANDWIDTH, it can receive text message properly, even some other verification code. Why can't I receive this one?

Kidd Ip · Answer

Certain SMS services and sandbox environments may encounter compatibility issues with VoIP numbers due to their unique configurations. Verification systems often apply distinct handling protocols to VoIP numbers compared to standard mobile numbers, despite their ability to receive text messages. Additionally, AWS Simple Notification Service (SNS) may impose restrictions that limit message delivery to VoIP numbers.

Taz · Answer

Hey,

Hope you're keeping well.

Amazon Pinpoint’s SMS sandbox is intended for testing and has delivery restrictions, including limited carrier and number support. VoIP numbers often fail in sandbox because carriers may block or treat application-to-person (A2P) traffic differently, and AWS relies on downstream carriers that may not route messages to those numbers. To confirm delivery capability, you’ll need to move your account out of SMS sandbox by requesting production access in the **Pinpoint SMS settings** and provide details about your use case and target countries. Once in production, you can test with a VoIP number, but success still depends on carrier support.

Thanks and regards,  
Taz

Can't receive verification message of Destination phone in SMS sandbox

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