Microsoft Bookings SMS Issue: Why Some Australian Users Aren’t Receiving Notifications
- una086
- Oct 21
- 2 min read
f your organisation uses Microsoft Bookings and clients aren’t receiving SMS reminders, you’re not alone. Many Australian users have discovered that text notifications fail when mobile numbers are entered using local format — for example: 0402 777 253
✅ +61 402 777 253
It’s a small difference with big impact — and here’s why.
What’s Actually Happening
Microsoft Bookings sends SMS notifications using Azure Communication Services (ACS) — Microsoft’s cloud messaging platform.ACS requires numbers to follow the E.164 international standard, which includes the country code (e.g. +61 for Australia).
However, Bookings isn’t automatically converting Australian numbers (like 04…) into E.164 format — a process known as number normalisation.
As a result, SMS messages fail because the system doesn’t recognise the number as valid.
Microsoft’s Advice — and Why It Doesn’t Apply
When we raised this issue with Microsoft Support, the suggested solution was to add a dial plan or normalisation rule.
That advice applies to Teams Calling, where dial plans control call routing.
Bookings, however, doesn’t use Teams Voice. SMS notifications are sent via Azure Communication Services, which isn’t affected by Teams dial plans or voice routing.
In short, this is a Microsoft-side normalisation issue, not a configuration issue that can be fixed in your tenant.
Workarounds (for Now)
Until Microsoft updates the service, there are two simple ways to avoid missed SMS reminders:
1. Require users to enter numbers in international format
Add a short note on your booking page:
“Please enter your mobile number in international format (e.g. +614XXXXXXXX) to receive SMS reminders.”
2. Use Power Automate for custom SMS workflows
If SMS reminders are critical, build a Power Automate flow to send texts through Twilio or Azure Communication Services.This lets you fully customise the SMS message, sender, and formatting.
Our Recommendation
For most organisations, simply educating users to enter numbers in +61 format will prevent the issue.
If your business relies heavily on client notifications, a Power Automate workflow is a worthwhile investment for reliability and branding control.
At GCBlue, we help businesses design secure and seamless Microsoft 365 environments — including automation, communication, and cloud integration solutions.
Summary Table
Format | Works? | Example |
0402 777 253 | ❌ No | SMS not delivered |
402777253 | ⚠️ Sometimes | Inconsistent |
+61 402 777 253 | ✅ Yes | Recommended format |
Key Takeaways
Microsoft Bookings SMS requires E.164 international formatting
Australian local numbers (04…) fail without +61
Teams dial plans do not apply unless you have Teams Calling
Best fix: Require +61 format or customise via Power Automate
Need Help?
If your business relies on Microsoft 365 for client communication, GCBlue can help streamline Bookings, automate reminders, and strengthen security across your environment.
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