Here are commonly received rejection reasons and previously successful resolutions. Please contact support if you have any questions or need guidance.

Rejection: Brand support TN inconsistent with brand details

The telephone number listed as the support number in the brand registration must be the same in the help sample message.

Rejection: Subscriber Opt-In

Confirmation/Opt-in MT is missing some or all required disclosures (welcome message, brand name, msg frequency, msg & data rates, pricing, HELP/STOP instructions).

Resolution:

Hello! Thanks for agreeing to receive messages from (Brand Name). Message frequency varies. Message and data rates may apply. Reply STOP to opt out, HELP for assistance.

Rejection: Subscriber Opt-Out

STOP MT missing brand - for this rejection it means that the wording doesn’t have a brand name. Just add the brand name, and you’re good to go.

Resolution:

Reply STOP to opt-out to be successfully unsubscribed from (Brand Name). No more messages will be sent. If you accidentally unsubscribe, Reply START to opt-in to messaging. Reply HELP for assistance.

Rejection: Subscriber Help

HELP MT Missing support contact (email, phone number or website).

Resolution:

Reply HELP for assistance; you can reach (Brand Name) via Phone: ***********.  Text START to join. Text STOP to leave.

Rejection: Campaign Description

Please provide a detailed campaign description on how this campaign will be used (Who/What/Why).

Resolution:

(Brand Name) utilizes SMS to send customers updates, reminders, and general business communications. Messages include appointment confirmations, service reminders, and customer support follow-ups.

Choose 2 purposes of the SMS above, and match the wording in the sample messages.

Rejection: Sample Messages

Please provide more detailed sample messages. Sample messages should be good examples of messages that will be sent to consumers. Sample msg missing brand. Sample msg missing disclosures.

Resolution:

Sample Message 1: Updates

Hi! This is (Brand Name). We’ve received your request and it’s currently being processed. We’ll update you as soon as possible. Thank you for your patience. Reply STOP to opt-out, HELP for assistance.

Sample Message 2: Appointment

Don’t forget your appointment with (Brand Name) today at [time]! See you soon. Reply HELP for more assistance. Reply STOP to opt out.

Rejection: Privacy Policy

Privacy Policy/Statement missing from online presence.

Resolution:

The policy must contain a clear statement that the End User's mobile information will not be shared or sold to third parties for the purpose of marketing.

Example Statement: "No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties."

For non-website businesses:

If using a social media page like Facebook, Instagram, or LinkedIn page as online presence, add the privacy statement under the “About” section or in a pinned post.

Rejection: SMS Disclosures

Webform requires TN and is missing some or all SMS disclosures (msg frequency, pricing, HELP/STOP instructions).

Resolution:

The rejection is when the website has a web form that requires their customers to put in a phone number; it should have a full SMS disclosure below:

By clicking SUBMIT you consent to receiving SMS messages.

Messages and Data rates may apply. Message frequency will vary.

Reply Stop to Opt-out of messaging. Reply Help for Customer Care Contact Information.

Rejection: CTA

Please provide a more detailed Call to Action/Message flow. This describes how an end-user would consent (Opt-In) to SMS messaging and the message flow that follows.

Resolution:

If the website has a web form that collects phone numbers, the CTA should be:

Without checkbox:

Under the “Contact” website option, there is a form to fill out to get more information. The user’s phone number is requested to receive information via SMS message, with a full SMS disclosure provided.

With check box:

Under the “Contact” website option, there is a form to fill out to get more information. The user’s phone number is requested. Additionally, there is a checkbox that the user may check to receive information via SMS message, with a full SMS disclosure provided.

If the opt-in via Verbal Consent.

During a phone conversation, we ask the caller if we can continue with more details written in SMS messages. We'll remind them that they can opt-out of future messages at any time by replying STOP and HELP for assistance, and we'll honor that request. We also remind them that these messages are subject to message and data rates and that the number of messages will vary based on our conversations. Finally, we note that we won't sell or convey their private mobile data to any third parties and that they can always refer to the Privacy Policy on the website. The initial opt-in message will have the disclosures, and from that point on the message will be conversational.

Rejection: Invalid Website

Need valid & working website/online presence.

Resolution:

Create a website and make sure it has an online presence by adding more details to it (ex. Company Description, Services Offered, Contact Information, Add Some Posts, Privacy Policies). Please ensure the required privacy statement has been included. Additionally, any web form that collects a phone number must display full SMS disclosures directly beneath the form.

If using a social media page, it should have business information and a privacy policy under the “About” section or in a pinned post.

Rejection: Invalid Website

OTHER- Online presence unsecure

Resolution:

Website must be secured with https