To protect consumers from SMS fraud and sender impersonation, the Austrian telecom regulator, RTR (Rundfunk und Telekom Regulierungs-GmbH), has introduced new requirements for alphanumeric SMS Sender IDs under the 10th amendment to the KEM-V ordinance.
Starting October 1, 2026, only alphanumeric Sender IDs registered in the official RTR directory may be used for SMS delivery to Austrian end users. Messages using an unregistered Sender ID will not be delivered.
The new rules also prohibit the delivery of alphanumeric SMS sent from abroad to Austrian customers. Businesses sending SMS to Austrian recipients must therefore ensure that their messaging traffic complies with the applicable Austrian routing and registration requirements.
If you use an alphanumeric Sender ID to send SMS to Austrian mobile numbers, you must complete the required registration before October 1, 2026. A newly registered Sender ID cannot be used until 14 days after it has been entered into the RTR directory.
Who Is Affected?
This regulation applies to businesses sending SMS to Austrian recipients using an alphanumeric Sender ID, such as a:
- Brand name
- Company name
- Service name
This includes:
- One-time passwords (OTPs) and authentication messages
- Transactional notifications
- Customer service messages
- Marketing messages
The Sender ID must have a clear and identifiable connection to its registered holder. Generic identifiers that do not identify a specific holder are not permitted. RTR provides examples such as Reservierung and Zahnarzt.
Austrian Sender ID Registration Requirements
Businesses that want to use an alphanumeric Sender ID in Austria must have the Sender ID registered in the public RTR directory through a mobile service provider.
The registration must identify the holder of the Sender ID, including the holder's contact and address details. The registration justification must explain why the Sender ID uniquely identifies the holder. For example, the connection may be established through a trademark or another clear association with the business. The justification must be provided in German.
Once registered, a Sender ID may be used through other mobile service providers. The provider that submits the registration does not receive exclusive rights to the Sender ID.
Information Required for Talkdesk Registration
To submit an Austrian Sender ID registration request through Talkdesk, you must provide the following information and documentation.
1. Business Entity Information
Provide the details of the business that owns or is authorized to use the Sender ID:
- Legal Business Name
- Business Address: Street, Postal Code, City, Country
- Business Phone Number
- Business Registration Number or applicable business/tax identification number
- Company Website
2. Authorized Representative Details
Provide the details of an authorized representative who can act on behalf of the business:
- Representative Name
- Corporate Email Address
- Government-issued photo ID, where required for verification
3. Sender ID Ownership and Justification
You must provide a clear explanation of the relationship between the requested Sender ID and the business.
The justification must explain why the Sender ID uniquely identifies the business, brand, or service. The justification submitted for the RTR registration must be in German.
If the relationship between the Sender ID and the legal business name is not immediately apparent, supporting documentation may be requested, such as:
- Trademark documentation
- Official trading-name documentation
- Domain or website ownership information
- Other documentation establishing the connection between the Sender ID and the business
4. Additional Authorization Documentation
Talkdesk or the applicable registration provider may request additional documentation to verify that the requester is authorized to register and use the Sender ID on behalf of the business.
5. Sender ID Matching
The Sender ID used in your SMS traffic must match the registered Sender ID.
Pay particular attention to capitalization and spelling when configuring your messaging traffic. If the Sender ID submitted in the SMS does not match the registered value, the message may not be treated as originating from the registered holder.
Sender ID Requirements
The requested Sender ID must comply with the applicable Austrian requirements and clearly identify its registered holder.
Generic Sender IDs are not permitted when they do not establish a connection to a specific holder. For example, generic terms such as Reservierung or Zahnarzt do not identify a specific business or organization and therefore cannot be registered.
If the Sender ID is subject to additional formatting or platform-specific requirements, you must meet them before you can complete registration.
Registration Timeline
The RTR directory became available on July 1, 2026, and the new delivery rules take effect on October 1, 2026.
A newly registered Sender ID becomes valid 14 days after it is entered into the RTR directory. This is a mandatory waiting period before the Sender ID can be used; it should not be interpreted as an RTR application-review timeframe.
Allow up to 4 weeks for the complete registration and provisioning process. The total timeframe may include Talkdesk processing, documentation validation, submission to the applicable provider, RTR registration, and the mandatory 14-day waiting period.
Submit your registration request as early as possible. Do not wait until October 1, 2026, as insufficient processing time may result in your Sender ID not being available when the new delivery rules take effect.
What Happens to Unregistered Sender IDs?
From October 1, 2026:
- SMS using an unregistered alphanumeric Sender ID will not be delivered to Austrian end users.
- Alphanumeric SMS sent from abroad to Austrian customers will be prohibited.
- A registered Sender ID must be used by, or on behalf of, its registered holder.
If a Sender ID is registered but the receiving mobile provider has doubts about whether the message was sent by or on behalf of the registered holder, the Sender ID may be changed to "Unbekannt" before the message is delivered.
How to Register
To begin the registration process:
- Identify all alphanumeric Sender IDs you plan to use for SMS to Austrian recipients.
- Prepare the required business information and supporting documentation.
- Prepare a clear justification explaining the connection between each Sender ID and your business. The justification must be in German.
- Submit the registration request through Talkdesk Customer Care.
- Allow sufficient time for Talkdesk processing, provider submission, RTR registration, and the mandatory 14-day waiting period.