System Issue: August 21, 2024
Subject: MMS Image Positioning Issue on Toll-Free #s
Please be advised that several users have reported MMS images positioned underneath the message text on MMS messages sent from Toll-Free #s. This issue appears to be specific to Toll-Free #s and does not currently impact short codes or 10-DLCs.
Our team has engaged our upstream aggregation partner to troubleshoot and resolve the image positioning issue, but as of now, the issue remains and is not yet resolved.
We appreciate your patience and understanding and will send an update when we have more information to share.
-- UPDATE -- 8/22/2024 9:30am PT
We are currently engaged with our aggregation partners to resolve the MMS content placement issue reported yesterday. MMS images continue to be positioned underneath the message text sent from Toll-Free #s, while MMS images sent on 10-DLCs remain unaffected.
We appreciate your patience and understanding as we work to restore above text placement and will send an update when we have more information to share.
Please contact support if you have any additional questions or concerns.
-- UPDATE -- 8/23/2024 8:54am PT
Our team has escalated this issue with our aggregation partners who are working with internal teams to resolve the image placement. MMS images continue to be positioned beneath the text when sent from Toll-Free #s, while MMS images sent on 10-DLCs remain unaffected.
We appreciate your patience and understanding as we work to restore above text placement and will send an update when we have more information to share.
Please contact support if you have any additional questions or concerns.
-- UPDATE -- 8/27/2024 8:15am PT
Image placement continues to appear beneath the text, and we are currently waiting for upstream partners to complete work on their end that should restore the expected order. Updates to follow after we've confirmed that these tests are reliably successful.
We appreciate your patience and understanding as we work to restore above text placement and will send an update when we have more information to share.
Please contact support if you have any additional questions or concerns.
-- UPDATE -- 8/28/2024 10:00am PT
Image placement continues to appear beneath the text. We remain engaged with upstream partners to restore the expected order.
We appreciate your patience and understanding as we work to restore above text placement and will send an update when we have more information to share.
Please contact support if you have any additional questions or concerns.
-- UPDATE -- 9/3/2024 4:35pm PT
Engineers on upstream teams are working towards resolving the MMS placement issue. There is no current ETA on when the JPG images sent on TF#s will be restored to their original place, leading the text message.
We appreciate your patience and understanding as we work to restore above text placement and will send an update when we have more information to share.
Please contact support if you have any additional questions or concerns.
-- RESOLVED -- 9/5/2024 9:35am PT
Our upstream partners confirmed they have made a change and the MMS image placement has been restored.
We appreciate your patience! Please contact support if you have any additional questions or concerns.
System Updates URL https://urlme.us/C4E6E
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