Understanding the Situation
If you've recently been approved for 10DLC messaging and then received a request to submit a new Letter of Authorization (LOA) form because your number is being hosted away from our carrier, you might be wondering why this extra step is necessary.
Due to FCC regulations, the LOA is only valid for 30 days, so a new one is required. In the meantime, we’ve restored texting on your office’s toll-free number (TFN) so texting is still available.
This does not affect your 10DLC approval. Your office remains fully approved. The LOA form is only needed to re-host the number.
As soon as the new LOA form is submitted, we’ll send it directly to our carrier to get this resolved as quickly as possible. Please let us know when it is completed.
What Does "Hosted Away" Mean?
When your phone number is "hosted away," it's due to another carrier/provider with a valid LOA overriding our current host (there is nothing Dental Intelligence can do to prevent that, Bandwidth has to comply). This results in an error reflected in your Dental Intelligence portal. When this happens, we switch your office back to the toll-free number (TFN) so there is texting functionality until a valid LOA is provided and we forward that to the carrier, Bandwidth.
Why Do I Need to Submit a New LOA?
The requirement to submit a new LOA when your number is hosted away is not a Dental Intelligence policy or a carrier preference—it's a federal regulation established by the FCC (Federal Communications Commission). Here are the key reasons:
FCC Requirements
The FCC mandates that LOAs used for number hosting must be current and cannot be older than 30 days. This regulation exists to:
Prevent unauthorized number transfers (known as "slamming")
Protect against fraud and errors
Ensure you've given recent, explicit consent for the transfer
Create a clear documented record that increases accountability
The Timing Issue
Even though you were recently approved for 10DLC, the hosting process happens separately. If your original LOA was submitted more than 30 days before the hosting transfer begins, federal regulations require a fresh authorization. This ensures the transfer has your current, explicit permission.
What is an LOA?
A Letter of Authorization is a legal document that proves someone has authority to act on behalf of an organization or business. For phone number hosting, it demonstrates that:
You authorize the transfer of your number
You consent to have your number hosted for messaging services
The request is legitimate and comes from an authorized party
What You Need to Do
When we notify you that a new LOA is needed for hosting:
Complete the new LOA form we send you
Submit it promptly to avoid delays in your messaging service
Ensure all information is accurate and matches your account details
Alert the Dental Intelligence support team that your LOA form has been submitted
The process is straightforward and typically takes just a few minutes to complete.
Important Notes
This does not affect your 10DLC approval; your office remains fully approved and the form is only need to host or re-host the number
LOAs must be submitted within 30 days of when the hosting process begins
This protects your business by ensuring only authorized transfers occur
The requirement comes from federal law, not from Dental Intelligence or our carriers
Need Help?
We're here to make this process as smooth as possible and get your messaging services up and running quickly. If you have any questions, please contact our support team.
Note: This 30-day LOA requirement for hosted numbers is mandated by FCC regulations to protect businesses from unauthorized number transfers and fraud. We appreciate your understanding as we work to comply with these federal requirements while providing you with the best possible messaging services.