# Update the platform's SMS sender ID

> Replace the default ${BrandName} SMS sender with your own sender ID in Company Settings → Platform Set-up, and check AWS has approved it.

How-to guide · Queue Management › Set up queueing · Last updated 15 September 2026

URL: https://personalisationhub.com/support-centre/queue-management/update-the-platform-s-sms-sender-id/

Queue and appointment SMS messages are sent from your brand name by default — the `${BrandName}` token defined under **Company Settings → Brand / Logo / Guidelines**. This procedure replaces it with a sender ID of your choice. It is for HQ Admin users and takes about 2 minutes, plus AWS approval time.

## Before you begin

- An HQ Admin account with the Admin role, and your admin password to hand — the platform asks for it to authorise changes on this page.
- Your AWS account is out of SMS sandbox mode and AWS has approved the sender ID you plan to use. Ask your AWS account manager, or follow [SMS messages are not sent or arrive as UNVERIFIED](https://personalisationhub.com/support-centre/troubleshooting/sms-messages-are-not-sent-or-arrive-as-unverified/).

## Steps

1. In the left navigation of HQ Admin, select **Company Settings**.
2. Select **Platform Set-up**.
3. In **Platform SMS Sender ID (AWS SES SMS/Text)**, delete `${BrandName}`.
4. Enter your own sender ID.
5. Select **Save Changes**.
6. When prompted, enter your admin password to authorise the change.

> **Warning:** Some sender IDs are restricted by carriers or by AWS. If you save a restricted sender ID, no SMS messages are sent from the platform at all. Confirm approval with AWS before you change it.

## Verify it worked

Add a test visitor to a store queue with **Send SMS to Visitor** ticked — see [Add a visitor to the queue manually](https://personalisationhub.com/support-centre/queue-management/add-a-visitor-to-the-queue-manually/). The *Join the Queue* SMS arrives from the new sender ID.

## Troubleshooting

### Messages arrive from UNVERIFIED, or do not arrive

**Cause.** The AWS account is still in sandbox mode, or the sender ID has not been registered with AWS.

**Fix.** Follow [SMS messages are not sent or arrive as UNVERIFIED](https://personalisationhub.com/support-centre/troubleshooting/sms-messages-are-not-sent-or-arrive-as-unverified/) to register the sender ID with AWS Support.

## Next step

[SMS and email messages sent to visitors](https://personalisationhub.com/support-centre/queue-management/sms-and-email-messages-sent-to-visitors/)

## Related

- [SMS and email messages sent to visitors](https://personalisationhub.com/support-centre/queue-management/sms-and-email-messages-sent-to-visitors/)
- [SMS messages are not sent or arrive as UNVERIFIED](https://personalisationhub.com/support-centre/troubleshooting/sms-messages-are-not-sent-or-arrive-as-unverified/)
- [Step 4 — First login and platform set-up](https://personalisationhub.com/support-centre/platform-installation/step-4-first-login-and-platform-set-up/)
- [Step 5 — Upload your brand, logos and icons](https://personalisationhub.com/support-centre/platform-installation/step-5-upload-your-brand-logos-and-icons/)