Twilio A2P 10DLC Registration Rejections

A2P Rejections Overview

This article will cover the different types of A2P 10DLC rejections and how to resolve them. You will find instructions on how to troubleshoot each campaign rejection message in the Campaign Rejection Glossary.

All A2P registration approvals are processed by Twilio and The Campaign Registry (TCR). Although the registration information that we provide to Twilio has undergone a careful legal review process to ensure compliance with Twilio and TCR, registrations can still be rejected. Because part of the registration process involves Twilio examining the client’s website for compliance, the majority of support tickets that involve A2P rejections can be resolved by working with the client to make the necessary changes to their website or to their registration information.

For a detailed explanation of the registration process, see the internal support article on the subject. A2P rejections can happen at either the Brand stage or the Campaign stage. When a client receives a rejection, they will see a message in their CRM in the text messaging settings as shown below.

Editing Data in Echelon

For some rejections, you will need to correct the data provided to Twilio for the A2P registration before resubmitting. In most cases, you will need to make these changes in Echelon. For more information on Echelon, including how to resubmit brands and campaigns, please see the A2P/Echelon Best Practices and FAQ article.

To make any adjustments to client business information, such as business name or business number, you will need to edit the submission in Echelon. If a client’s registration has already been rejected, the submission will no longer show on the company page for that client in Echelon. However, you can still locate the submission by searching for the client’s domain or UUID on the Submissions search page. If there are multiple submissions from one client, make sure that you always use the first submission in the list to ensure that you’re updating the latest version. Click the Edit button at the top right of the screen, then make any necessary changes to the Business Information or Business Address section. The other sections should not need to be updated.

To make any technical changes in Echelon (such as updating a domain or marking a brand submission as verified), use the client’s company page. The edit button at the top right of the page will allow you to edit the subaccount SID and the domain if necessary. The UUID and Enabled sections should not be edited.

In some cases, the brand verification status will not update in Echelon even after the brand is fully approved and verified in Twilio. If the brand is not marked as approved and verified in Echelon, the system will not allow you to submit a campaign. Before making any changes, check Twilio to confirm that the brand is fully verified and that the SID of the brand matches the SID listed in Echelon. The Registration Status should be Registered, as seen here:

If the brand is fully registered in Twilio but not in Echelon, click the Edit Brand button in Echelon.

Change the State to approved and the Identity State to verified (case sensitive).

Brand Rejections

Most brand rejections happen because the business information provided by the client doesn’t match Twilio’s database. If you’re working with a US client that received a brand rejection, you can generally confirm if the correct information was provided by asking them for a copy of their CP-575 EIN Confirmation Letter. For Canadian clients, ask for their CBN letter. All business numbers should be nine digits, not including any dashes. Canadian client business numbers usually end in a regional signifier (for example, 123456789RT001), but we only need to include the first nine digits for the A2P registration.

Once you have the client's CP-575 or CBN letter, compare the data on the letter to the data provided in the client’s submission in Echelon. If it all matches up, you’ll need to create a Twilio ticket and provide Twilio with a copy of the letter to dispute the rejection.

Twilio provides fairly detailed reasoning for any brand rejections on the Brand Details Page. To get to this page within Twilio, search for the client’s UUID in the Subaccount Search Page, then click on the corresponding Account Name. From there, go to the Messaging section on the left, click the Regulatory Compliance button, and click on Brands. Click on the Brand Name to see the failure details.

For brands that fail due to mismatched business registration information, Twilio will display details about the cause of the failure at the top and bottom right of the brand details page. In most cases, you’ll be able to edit the brand to include the required information on this page. If you choose to make the corrections in Twilio directly, keep in mind that the brand status will likely not update in Echelon. Make sure to manually adjust the brand status in Echelon so that the campaign registration can get kicked off.

For other types of brand rejections, the brand details screen will not provide the option to edit the client submitted data. It will instead direct you to copy certain information and create a Twilio ticket to proceed. Because turnaround times on Twilio tickets are out of our control, creating a Twilio ticket should be considered a last resort. Before creating a Twilio ticket, make sure to review the reason for the rejection at the bottom right.

In some cases, the issue can be fixed by resubmitting the brand after updating the submission in Echelon rather than getting Twilio involved. If you need to resubmit a sole proprietor brand, you will need to resubmit it manually in Twilio. See the article Twilio A2P 10DLC Registration for Sole Proprietors for details on how to submit a sole proprietor brand in Twilio.

Campaign Rejections

The procedure for campaign registration rejections varies depending on the type of rejection message. Because Twilio’s turnaround time on processing campaign submissions varies, make sure to review the campaign rejection message glossary before resubmitting a campaign or taking any other action. To view the reason for a campaign rejection in Twilio, search for the client’s UUID in the Subaccount Search Page, then click on the corresponding Account Name. From there, go to the Messaging section on the left, click the Regulatory Compliance button, and click on Campaigns. Click on the string of numbers underneath the Campaign SID to see the campaign details view.

Scroll down past the details section to view the Campaign Information section and the End User Consent section. The rejection message will appear in red underneath the section that triggered the rejection. Search the campaign rejection message glossary for details on the next steps to resolve the rejection.

Submitting Twilio Tickets

Submitting tickets to Twilio is necessary to investigate some rejections. Due to Twilio’s system of rotating tickets through multiple support agents on a daily basis, it is important to provide as much detail as possible. A Twilio support agent may provide you with a link to one of their support articles that provides details on an error, but this information usually isn’t enough to determine why they made the decision to reject a client’s registration. Always ask for actionable details on what caused the rejection. Our Twilio account manager, Natalie, will also step in for cases that require further explanation.

To submit a ticket in Twilio, click the three dots next to Docs and Support at the bottom left of any page on Twilio, then click on Help Center.

Click Submit a Ticket on the left to create your ticket.

Updates to Twilio tickets will go to your Real Geeks email account. For the quickest turnaround times on Twilio tickets, include the details specified below when creating a Twilio ticket. Copy any messages to and from Twilio support into your own ticket to track progress.

Subject: <client's domain> <rejection type> Campaign Rejection

CCs: nhannah@twilio.com

Business Impact: 2- P2 Degraded

Description: (Append these details to the bottom of your message for Twilio)

Campaign SID: <campaign SID> (Found in the Twilio Campaign details, see below)

Linked Messaging Service: <messaging service SID> (Found in the Twilio Campaign details, see below)

Brand SID: <brand registration SID> (Found in the Twilio Campaign details or in the Brand details, see below)

Account SID: <subaccount SID> (Found next to the Account Name when searching for the client's UUID in Twilio, see below)

Campaign Rejection Glossary

The campaign submission has been reviewed and it was rejected due to Terms and Conditions issues.

This rejection indicates that Twilio sees a compliance issue with the Real Geeks Terms of Use, Privacy Policy, or Opt In language. However, as of February 2024, we have an arrangement with Twilio that should prevent this error as long as all campaign descriptions include the keyword “CINC” at the very start. If you have a client with this error, check the campaign description in Twilio to see if it includes this keyword. If the keyword is missing, resubmit the campaign in Echelon.

If the CINC keyword is present and the campaign was very recently rejected, this rejection could indicate a change in Twilio’s guidelines that may affect multiple clients. Submit a ticket to Twilio using the below template. Adjust the wording as necessary for Privacy Policy or Opt In issues. If Twilio asks us to make any changes to any of the compliance language on Real Geeks websites, contact Support leadership. They will work with development for any necessary changes.

Hello,

One of our clients received a campaign rejection for the reason “The campaign submission has been reviewed and it was rejected due to Terms and Conditions issues.” The campaign description includes the CINC keyword and uses the same language as all other campaign registrations that we submit. Can you clarify what issue was identified within the Terms of Use (www.domain.com/rg-terms/) that caused the rejection? Please let me know if you require any additional information.

Campaign SID: campaign SID, found in the Twilio Campaign details

Linked Messaging Service: messaging service SID, found in the Twilio Campaign details

Account SID: the Twilio subaccount SID, found next to the Account Name when searching for the client's UUID in Twilio

The campaign submission has been reviewed and it was rejected because of provided Opt-in information.

This error happens if Twilio determines that the opt in language provided on a client's website does not meet the A2P 10DLC requirements. For details on how to troubleshoot this error, please see the article created for this error.

The campaign submission has been reviewed and rejected because a compliant privacy policy can not be verified. This rejection typically happens because Twilio is unable to check if the RG Privacy Policy meets their requirements. This could happen if custom code is overriding the RG Privacy Policy, or if the incorrect link was provided in the campaign details. Check the link provided in the campaign details, and if incorrect, resubmit the campaign via Echelon. If custom code is overriding the Privacy Policy, have the client reach out to their website design service to restore the default. If there are no issues with the Privacy Policy, please see the Terms and Conditions rejection instructions for the next steps.The campaign submission has been reviewed and rejected due to issues verifying the Call to Action (CTA) provided for the campaign. This is an older type of rejection related to opt in requirements that should no longer be an issue as long as the client’s campaign description contains the CINC keyword. If this keyword is missing, resubmit the campaign. Otherwise, refer to the instructions for the Terms and Conditions rejection.The campaign submission has been reviewed and it was rejected due to Disallowed Content.

This rejection requires that we open a Twilio ticket to ask for details on what flagged the rejection. Before submitting a ticket to Twilio, check the campaign description in Twilio to confirm that it contains the CINC keyword. If it does not, resubmitting the campaign should resolve the issue. Otherwise, submit a ticket to Twilio and ask what flagged the rejection. Twilio agents will often give a vague reply, so it is important to ask for the specific content on the client’s website that caused the rejection. It may speed up the process to review the Twilio help article on this issue and mention that you don’t see something that would result in a rejection.

The campaign for a Sole Proprietorship Brand has been rejected due to incorrect registration and failure to meet the small business Sole Proprietor (EIN) criteria set by TCR and mobile carriers.The campaign submission has been reviewed and it was rejected because of unverifiable website. This rejection happens if Twilio is unable to examine the domain provided during the campaign registration process. Usually, this is because the A2P registration was submitted before the client’s website went live. This error could also be caused if the client changed domains after submitting their A2P registration. Check the client’s company page in Echelon to confirm that the domain is up to date, and make sure that the client’s website is live before resubmitting the campaign.The campaign submission has been reviewed and rejected because the provided website URL does not match the Brand and Campaign registered. This rejection probably happened because the client’s domain was changed after they submitted their A2P registration. If the client’s website is live on the new domain, make sure that Echelon has the correct domain name on the client’s Company page and resubmit the campaign.The campaign submission has been reviewed and it was rejected because it is considered High Risk.

From Twilio's article on this rejection: “The campaign cannot be approved because it is considered Fraud or Deceptive Marketing.” Review the Twilio help article on this issue and check the client’s website to ensure that there isn’t anything obvious that could be considered fraud or deceptive. If nothing stands out, resubmitting the campaign via Echelon will likely fix this issue.

If the campaign fails again for the same reason, submit a ticket to Twilio to ask what flagged the rejection. Twilio agents will often give a vague reply, so it is important to ask for the specific content on the client’s website that caused the rejection. It may speed up the process to review the Twilio help article on this issue and mention that you don’t see anything on the client's website that would result in a rejection.

The campaign submission cannot be verified because direct lending or loan arrangement campaign and content attribute was not selected.The campaign registration request timed out. This is a rare error that likely happened because of a timeout with Twilio’s API. Try resubmitting the campaign in Echelon.The campaign submission has been reviewed and it was rejected because of an unknown reason. This is a rare rejection that typically occurred earlier in the A2P process when Twilio was still building out more specific rejection reasons. Unless the campaign was created very recently, try resubmitting the campaign in Echelon. Otherwise, create a Twilio ticket to ask for the cause of the rejection. Twilio will usually provide one of the other defined rejection reasons instead.