This article will emphasise the meaning of carrier rejection responses on Toll-Free submissions and how to handle them.
Carrier Rejections
agreeing to receive messages must be optional
-This means that the SMS opt-in is forced by submitting a form by entering a phone number.
-Solution: The phone number field must be optional, or a checkbox must be added to the SMS disclosures. Once updated, resubmit.
additional information requested - justification for more than 5 numbers per business
-This means a justification is needed when submitting 6 or more numbers in one submission or submitting 6 separate submissions for the same business.
-Solution: Provide valid explanation in the additional use case details field, on why multiple numbers are needed. Then resubmit.
business email address must use an official domain
-This means the business email domain entered in the toll-free submission does not match the business website domain, or match the contact email on the website.
-Solution: Update the email address in the submission and resubmit.
business information could not be verified - contact, email, address, or url is invalid
-This means the business details entered in the toll-free submission do not match what is present on the website.
-Solution: Make sure any business details on the website match the submission details and if they are absent, then have them added to the website. Once completed resubmit.
business registration number is missing or invalid
-This means the wrong business name was entered into the business name field, and it did not match their EIN form or the company is less than 6 months old and the IRS only does batch updates quarterly.
-Solution: EMail tfverification@telnyx.com and provide the business registration document. Do not resubmit.
consent for messaging cannot be part of other agreements
-This means the SMS opt-in has been grouped in with a product or service, or terms and conditions.
-Solution: Provide a separate opt-in for SMS consent only, or remove terms and conditions from the opt-in language. The SMS opt-in must be optional. Once edited, please resubmit.
contact name must belong to a business representative
-This means the first and last name entered into the submission details, is unintelligible or does not make sense. (Example: First Name: FRANK, Last Name: FRANK)
-Solution: Update contact name and resubmit.
disallowed content - cannabis, cbd, or other illegal substances
-This means the business website promotes, markets, or sells cannabis.
-Solution: Remove any and all cannabis related content from the website. But, if the use-case for the Toll-Free submission is 2FA, Employee Alerts, or HR/Staffing, then no action may need to be taken, which will be handled on a case by case basis. Then resubmit.
disallowed content - third-party lead generation or multi-level marketing
-This means any reference to lead generation using third party affiliates to produce leads, is prohibited.
-Solution: Remove all lead generation language from the business website. Lead alerts, and lead management is allowed. Then resubmit.
end business details must be accurate and complete
-This means the brand name or DBA within the opt-in does not match the business details in the toll-free submission.
-Solution: Make sure the brand name or DBA name has been correctly entered into the toll-free submission or update the brand name in the opt-in disclosure language. Then resubmit.
entity misclassification (legal entity type mismatch)
-This means the business entity selected does not match the official record.
-Solution: This rejection usually triggers when the sole proprietor is selected, but the business is actually a private entity with a BRN. Update business details and resubmit.
high risk - known spam campaign
-This means the business in the toll-free submission details, has been flagged by the carrier prior to joining Telnyx.
-Solution: This is usually a hard block. We can request a reimmediation, but there is less than one percent conversion rate in these cases. EMail tfverification@telnyx.com to request an appeal at the carrier level.
high risk - submission flagged for high-risk domain issues
-This means the domain details are similar to a prior flagged business or the domain age is very new.
-Solution: EMail tfverification@telnyx.com and we will appeal. Do not resubmit.
invalid or inaccessible website url
-This means the website was inaccessible with the provided website url.
-Solution: Make sure the website is live, and the domain is public. If this is an error, then EMail tfverification@telnyx.com and we will investigate.
marketing messages require express written consent
-This means marketing and promotional SMS can not be mentioned with any other use case in the same opt-in disclosure language.
-Solution: Add a separate opt-in for marketing and promotional SMS. (Note: Opt-in’s that state “receive promotional or marketing and informational SMS” will be rejected. The word informational must be defined. This is usually a transactional use case and will be in a separate opt-in. Resubmit after the correction has been made.
opt-in - consent for messaging is a requirement for service
-This means the SMS is not optional and mandatory to use or purchase service from the business.
-Solution: Make the SMS opt-in optional by adding a checkbox. Once updated, re-submit
opt-in does not match the use case
-This means the opt-in disclosure mentions a use case that does not align with the use case selected in the submission.
-Solution: Update opt-in to match use case or edit the use case in the submission to match the opt-in. Then resubmit.
opt-in example must be complete, branded, and legible.
-This means the opt-in image provided was not branded, missing details, or blurry image was provided.
-Solution: Provide a new screenshot for the opt-in link and resubmit.
opt-ins must clearly reflect the end business
-This means the opt-in is branded with something other than what was submitted for verification, or the opt-in has (business name) in the opt-in and not the actual name.
-Solution: Update opt-in and re-seubmit.
opt-in url not accessible
-This means the opt-in link provided was inaccessible or 404 not found.
-Solution: Update link and verify that it works. Then resubmit. If this is an error, then EMail tfverification@telnyx.com and we will investigate..
shaft violation - alcohol message content without a 21+ robust age gate
-This means the website or checkout page of the website does not have an age verification, to block minors from viewing any alcohol content.
-Solution: Once an age gate is added to the website, resubmit.
social platform must be established and active
-This means the social media link to facebook, instagram, or linkedin, is missing business is missing business contact details.
-Solution: Update social media page with contact details and re-submit.
submission editing timed out
-This means the submission was not resubmitted within 7 days of rejection and the carrier’s ticket ID was closed.
-Solution: Email tfverification@telnyx.com and request details on the rejection. Do not re-submit until you receive feedback on the initial rejection reason.
website is password protected or requires login
-This means the website is behind a login wall.
-Solution: The website must be made public. Then resubmit.
website must be established and active
-This means the website is missing one or more of the following requirements: Home Page, Contact Information (address/email/etc), Products/Services offered by the business, About page, Contact us page, Privacy and Terms page
-Solution: Update website and resubmit.
Please email tfverification@telnyx.com for any questions.