Overview
Occasionally, clients will have their A2P campaigns rejected because they fail to meet Twilio's standards for opt in language on their website. If this happens, Twilio will provide the following error message:
The campaign submission has been reviewed and it was rejected because of provided Opt-in information.
Steps To Resolve
Verify that the client’s website contains the expected opt in language, as seen below. This language must be visible on all sign up forms where a lead enters their phone number. Check their direct contact form link (www.[domain.com]/member/contact/) for this language.
Opt In Language:
By providing your number, you are expressly consenting, in writing, to receive telemarketing and other messages, including artificial or prerecorded voices, via automated calls or texts from www.[domain.com] at the number you provided above. This consent is not required to purchase any good or service. Message and data rates may apply, frequency varies. Text HELP for help or STOP to cancel. More details in Terms of Use and Privacy Policy.
If any of the language is missing, then custom code is likely overriding the contact form. We will need the client’s third party design service to restore the opt in language before resubmitting the campaign. You can use the below email template to ask the client to contact their third party website design service. If all opt in information is present on the website as expected, please refer to the Terms and Conditions rejection instructions in the Campaign Rejection Glossary for the next steps.
Hello [client first name],
I’m working on an issue with your text message registration, which is required in order to utilize a local texting number within the Real Geeks CRM. Unfortunately, the registration was rejected by our third party texting partner (Twilio) because of missing opt-in language on your website. This opt-in language is required to be visible to all new leads that sign up on your website as part of the new A2P 10DLC guidelines put in place by mobile carriers in September of 2023. You can find more information regarding these guidelines in our article here: https://www.realgeeks.com/blog/sms-deliverability-what-is-a2p-10dlc-and-how-does-it-impact-my-business
Although Real Geeks automatically adds the necessary opt-in language to all websites powered by Real Geeks, this opt-in language can be overridden by custom code. It looks like this opt in language was removed by the website design service that built out the custom code on your website. In order to successfully register you for a local texting number, we will need you to reach out to your custom website designer to restore the required opt-in language to your website.
The required opt-in language must be added to each place on your website that a lead would sign up and provide their phone number. Two places that are specifically mentioned in the registration process are the main contact form link (https://www.[domain.com]/member/contact/) and the “Sign Up For An Account” form (visible when a lead clicks on the sign in button in the top navigation bar and then on “Click here to sign up”). The required language should be present at the bottom of each form as follows:
“By providing your number, you are expressly consenting, in writing, to receive telemarketing and other messages, including artificial or prerecorded voices, via automated calls or texts from www.[domain.com] at the number you provided above. This consent is not required to purchase any good or service. Message and data rates may apply, frequency varies. Text HELP for help or STOP to cancel. More details in Terms of Use and Privacy Policy.”
Below the sign up button and above the opt-in language, the Privacy Policy and Terms of Service must also be linked, using the following language:
“By clicking continue or sign up, you agree to our linked Terms of Use and Privacy Policy.”
The phrases “Terms of Use” and “Privacy Policy” should link to their corresponding pages on your website, found at the following links:
https://www.[domain.com]/rg-terms/
https://www.[domain.com]/rg-privacy/
Please feel free to reply to this email if you have any questions!
Further Reading
Twilio A2P 10DLC Registration Process (Internal)
A2P/Echelon Best Practices and FAQ
Twilio A2P 10DLC Registration for Sole Proprietors
Twilio A2P 10DLC How to Provision Toll Free Numbers
Twilio A2P 10DLC Registration Rejections
Twilio A2P 10DLC Campaign Rejection: Sole Proprietor Incorrect Registration