Please note that SMS functionality is subject to area code availability. Some regions may have limited support due to carrier restrictions outside of our control. We appreciate your understanding.
📌 Note: Before you get started, we recommend watching our 10.02.24 Text Campaign Webinar recording to see a detailed example of the registration process from beginning to end including requirements, message samples, and submission.
Guidance for DBA (Doing Business As) Entities:
When registering a brand that operates as a DBA, it’s important to ensure that the information you provide matches official records exactly. Here are some best practices:
Legal Name: Enter the legal business name as registered with the IRS. If your DBA is registered with the IRS, you may include the DBA name, but it should match the documentation you provide.
EIN Documentation: The EIN letter from the IRS should reflect either the legal business name or the DBA, depending on how your business is registered. If the DBA is not listed on the EIN letter, you may need to provide additional documentation showing the relationship between the legal entity and the DBA.
Address: Use the business address as it appears in official records. Any discrepancies can cause verification delays.
Supporting Documents: If your DBA is registered at the state or local level, having those documents available can help if further verification is needed.
If your Campaign Registration request is rejected for eligible reasons, you need to correct and resubmit your request. To re-submit your Campaign Registration request, delete the rejected campaign, correct the identified contact violation and then resubmit.
🔎 Tip: Every message you send must clearly identify you (the party that obtained the opt-in from the recipient) as the sender, except in follow-up messages of an ongoing conversation.
Rejection Types
Invalid Campaign Description (Error Code 30886)
What this means: The campaign submission has been reviewed and it was rejected because of invalid campaign description.
Why did this happen: The campaign does not thoroughly describe or explain the purpose of the campaign or the description does not match the use case.
Try this: Verify that the campaign description is accurate and detailed. Provide a clear and comprehensive overview of the campaign's objectives and interactions the end-user (contact) would experience after opting in.
❌ Failed Example: This campaign sends messages to customers.
The failed example does not clearly identify who is sending and receiving messages, why the messages are being sent, how the recipient might interact with the sender, and does not provide clear proof of consent or opt-in.
✅ Successful Example: This campaign will be used by ACME Insurance for customer care, appointment reminders, marketing promotions, and to answer customer questions. Customers confirm opt-in with an SMS before receiving message communication.
Invalid Sample Message Use Case (Error Code 30893)
What this means: The sample message does not have enough information, or the sample message is not consistent with the intended use-case of the campaign.
Why did this happen: Sample messages are either not provided, unclear, or content does not match the campaign use case.
Try this: Verify that sample messages are accurate and detailed and the use case and campaign description match. Sample messages should reflect actual messages to be sent under the campaign and indicate templated fields with brackets, your business name and identity, and an opt-out message.
❌ Failed Example: If you register a marketing campaign, but sample messages say "Here's your one-time passcode: 12345" your campaign will be rejected since the sample message is not consistent with a marketing campaign.
❌ Failed Example: Annual Review due. Schedule an appointment today.
The failed example does not indicate that there will be templated fields, who is sending the message, and is unclear on next steps for the end-user. Additionally, it does not include an opt-out message.
✅ Successful Example: ACME Annual Review Notice: Annual Policy Review with [Agent Name] due for [Contact Full Name]. To schedule your Annual Review appointment, call [123-456-7890]. If you would to schedule online, please click [Link to online scheduling system]. To opt-out, please respond STOP.
Link to online scheduling system may be found at: http://1232743.hl-sites.com/en/acme-insurance-schedule-meeting-form-0-0-2-2-0-4-2-0-0-0
👀 Please note: If you wish to include any hyperlinks in your text messages, you MUST provide the valid link so the 3rd-party reviewer can confirm the link does not redirect to a prohibited site or violate terms of service.
❌ Failed Example: [Contact First Name], we have an upcoming event at [location]. We hope you'll join us. Reply STOP to stop receiving these messages.
While the failed example does include the brackets and opt-out message, it does not include necessary information such as the date of the event, who to contact if there are any questions, or any clear next steps for the end-user. Additionally, they did not clearly identify their company name or sender identity.
✅ Successful Example: Hi [client first name], this is [Agent Name] from [Company Name]. We are hosting a client appreciation event on [date] at [location]. We hope you'll join us for this family friendly event. Please call our office directly at [agent phone number] with any questions. Reply STOP to opt-out of future messages.
❌ Failed Example: [Contact First Name], your policy is coming up for review. Please call to schedule a time to come see me about making changes to your portfolio. Reply STOP to stop receiving these messages
While the failed example does include the brackets and opt-out message, it did not clearly identify the company name or sender identity, a clear message as why the recipient is receiving the text, or specific next steps for the end-user.
✅ Successful Example: Hi [Contact First Name], this is [Agent Name] from [Company Name]. It’s time to schedule your Annual Review. This is a great time to review your policies with us and ensure they are aligned with your financial goals. Please call our office directly at [agent phone number] to schedule your appointment. Reply STOP to opt-out of future messages.
✅ Successful Example: Hi [Contact First Name], this is [Agent Name] from [Company Name]. Your policy is coming up for review. This is a great time to answer any questions you may have, as well as check-in to ensure you are happy with your current plans. Please call our office directly at [agent phone number] to schedule your appointment. Reply STOP to opt-out of future messages.
Invalid Website URL (Error Code 30891)
What this means: The campaign submission was rejected because of unverifiable website.
Why did this happen: Reasons why a website is unverifiable include--
An invalid URL was provided during the registration process
The website associated with the campaign is not functioning or is inaccessible
Opt-in flow is not found on website provided.
Lack of proper indication in the campaign description if the registration pertains to a pre-launch website.
Try this: Verify that the provided website(s) are accessible and are functioning correctly. If the website(s) are geographic specific, please indicate this in the campaign description and provide a link to a screenshot. If opt-in occurs on website, provide the direct link in the Message Flow Field; or, if opt-in is collected through a paper form or behind a login, supply a hosted link to an image of the opt-in.
📌 Note: Please note: If you wish to include any hyperlinks in your text messages, you MUST provide the valid link so the 3rd-party reviewer can confirm the link does not redirect to a prohibited site or violate terms of service.
Website URL Validation Issue (Error Code 30907)
What this means: The campaign submissions was rejected because the provided website URL does not match the Brand and Campaign registered
Why did this happen: This could have occurred if the website URL submitted does not correspond to the Brand information or the campaign's intended use as registered; or, if there is a discrepancy between the Brand details and the campaign details on provided website.
Try this: Confirm the website content aligns with the registered Brand and Campaign details; and update website URL to the correct URL (if entered incorrectly).
❌ Failed Example: If you indicate that your contacts opt-in to messages via the website, but provide a website address that does not function, your campaign will be rejected.
Opt-In Error (Error Code 30896)
🔎 Tip: Consent can't be bought, sold, or exchanged. For example, you can't obtain the consent of message recipients by purchasing a phone list from another party.
What this means: The campaign was rejected because of issues with provided Opt-in information (How do end-users consent to receive messages? see image below).
Why did this happen: Campaigns will be rejected if the opt-in message workflow does not meet the requirements for the specific campaign type, consent is required by not adequately provided or maintained, or the opt-in information is shared with third-party entities.
Try this: Make sure each campaign is manually reviewed and the opt-ins are verifiable. Include Privacy Policy and Terms of Service if opt-in occurs on your website. Make sure that opt-in information is not shared with unauthorized third parties. Detail all opt-in methods whether electronic or other means. If opt-in is collected through a paper form, supply a hosted link to an image of the opt-in.
🔎Tip: You must state that after opt-in has been acquired, a confirmation message must be delivered immediately after the Consumer opts into the program. Please provide details regarding the methods of obtaining consent.
Methods of obtaining consent:
Web Form-
An embedded form on the end-business’s website that prompts end-users to enter their mobile handset phone number and opt into the texting campaign. If the web opt-in is behind a login or not yet published, host a screen shot on a publicly accessible website (like OneDrive or Google Drive) and provide the URL in the Message Flow Field.
Paper Form-
An in-store visitor completes a physical form that collects their phone number and their consent to subscribe to this texting campaign. Host a screenshot of the paper form on a publicly accessible website (OneDrive or Google Drive) and provide the URL in the Message Flow Field.
In-person/Verbal-
When meeting in-person with their financial advisor or over a phone call, the contact may provide verbal consent to opt-in to our SMS message communications.
❌ Failed Example: "Contact provides verbal consent when meeting in-person or on the phone."
❌ Failed Example: Recipients consent in-person when meeting with their financial advisor who selects a checkbox indicating the phone number is SMS enabled and the party has consented to receive messages.
The Failed examples do not contain a disclosure that the messages are recurring and the frequency of the messaging, “Message and data rates may apply” disclosure, Terms of Service, Privacy Policy, clear next steps, and does not include any information on opt-out process.
✅ Successful Example: After the contact has provided verbal consent when meeting in-person with their financial advisor to opt-in to our SMS message communications, we tell them they will receive a single opt-in message to the recipient’s phone number indicating our company name and requesting permission to send them periodic updates and notifications. We indicate that message and data rates may apply and include links to our Terms and Conditions and Privacy Policy. Importantly, we do not send any further messages until the recipient responds to this opt-in message, confirming their consent. All future messages include opt-out instructions.
Link to our Terms and Conditions: https://www.swivelcrm.com/terms-of-service
Link to our Privacy Policy: https://www.swivelcrm.com/privacy-policy
❌ Failed Example: Recipients opt-in on our website.
✅ Successful Example: Customers provide opt-in specifically when enrolling into our website, or in person by requesting SMS capabilities as indicated on their Consent Form. Opt-in during website is a self service process and occurs at acme.com/signup. They then receive a single opt-in message to the recipient’s phone number indicating our company name and requesting permission to send them periodic updates and notifications. We indicate that message and data rates may apply and include links to our Terms and Conditions and Privacy Policy. Importantly, we do not send any further messages until the recipient responds to this opt-in message, confirming their consent. All future messages include opt-out instructions.
Link to our Terms and Conditions: https://www.swivelcrm.com/terms-of-service
Link to our Privacy Policy: https://www.swivelcrm.com/privacy-policy
❌ Failed Example: Customers sign up for opt-in using a paper form.
The failed example does not describe where and how the customer provided opt-in.
✅ Successful Example: After the contact has provided written consent to opt-in to our SMS message communications, we send them a single opt-in message to the recipient’s phone number indicating our company name and requesting permission to send them periodic updates and notifications. We indicate that message and data rates may apply and include links to our Terms and Conditions and Privacy Policy. Importantly, we do not send any further messages until the recipient responds to this opt-in message, confirming their consent. All future messages include opt-out instructions.
Link to our Terms and Conditions: https://www.swivelcrm.com/terms-of-service
Link to our Privacy Policy: https://www.swivelcrm.com/privacy-policy
Link to view paper consent form: https://acmeinsurance.sharepoint.com/sites/example/Shared%20Documents/Forms/AllItems.aspx
Opt-Out Error (Error Code 30887)
🔎Tip: The initial message that you send to an individual needs to include the following language: “Reply STOP to unsubscribe,” or the equivalent using another standard opt-out keyword, such as STOP ALL, UNSUBSCRIBE, CANCEL, END, and QUIT.
What this means: The campaign was rejected because of issues with provided Opt-out information.
Why did this happen: Campaigns will be rejected if when you are collecting and processing consumer Opt-Outs, the workflow is unclear, missing opt-out keywords or an opt-out message.
Try this: Verify that opt-out workflow is accurate and update Call-to-Action/Message flow description with the opt-out process. If opt-out is managed, add opt-out keywords and update opt-out message to include acknowledgement of opt-our request and confirmation that no further messages will be sent from the Brand name.
❌ Failed Example: "Opt-out successful. You will not receive any more messages from us."
The Failed example does not include brand name.
✅ Successful Example: "You have successfully been unsubscribed from Acme Corporation. You will not receive any more messages from this number."
Invalid Brand Support Email (Error Code 30881)
What this means: The campaign was rejected because the support email is invalid.
Why did this happen: The support email is either invalid or associated with a public domain email (ie, gmail.com, yahoo.com, hotmail.com)
Try this: Verify that brand support email is valid and not associated with a public domain email.
❌ Failed Example: You register a brand as Acme Inc, but you provide an email address with a public domain such as [email protected]
The Failed example does not include an email address associated with the brand. Instead of [email protected], use a professional email address associated to your domain [email protected]
✅ Successful Example: "You have successfully been unsubscribed from Acme Corporation. You will not receive any more messages from this number.
Compliant Privacy Policy Required (Error Code 30908)
🚨Warning: Both a Terms and Conditions policy and a Privacy Policy are pre-requisites. You MUST have both to register your campaign, no expections.
What this means: The campaign submission was rejected because a compliant privacy policy cannot be verified or was not included.
Why did this happen: Possible causes of having a campaign rejected due to a Compliant Privacy Policy Requirement error include:
Missing Privacy Policy: a compliant privacy policy was not located on the website provided or Message Flow during the review process.
Policy Inconsistencies: discrepancies in the provided privacy policy such as multiple privacy policies.
Mobile Information Sharing: Privacy policy indicates end-user mobile information is shared with third parties/affiliates.
Try this:
Verify privacy policy is accessible to end-users and meets the compliance standards for the collection and use of mobile phone numbers for messaging.
Include a direct link to the privacy policy within the Message Flow. Once you have made a change to address the privacy policy error, please resubmit the campaign for review.
Ensure that Privacy Policy states that no mobile information will be shared with third parties/affiliates for marketing/promotional purposes.
🔎 Tip: A compliant Privacy Policy must state that no mobile information will be shared with third parties/affiliates for marketing/promotional purposes. Information sharing to subcontractors in support services, such as customer service is permitted. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.