Campaign Failure/Rejection Reasons

You can now view rejection reasons directly in the UI. Once you are in the Trust center tab, click on "Failed" to review the Campaign Failure Reason. All failed/rejected campaigns will now display their specific failure reasons.

PLEASE NOTE: TCR (The Campaign Registry) often rejects a campaign based on the first issue they encounter, potentially overlooking other issues. Do not focus solely on the rejection reason and instruct the client on how to resolve it, as they might correct that issue, resubmit, and face rejection again for a different reason. Instead, review the entire campaign submission and the client’s website to ensure everything is correct and compliant. 

Failure/Rejection Reason #1: Message Flow

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

Approved example:

• End users opt-in by visiting - https://brandname.com/contact_us and filling in their details on the survey Users check a box to receive messages from us to provide their consent at the end of the survey: https://storage.googleapis.com/msgsndr/xxxxxxxxx.png
  

• ^ You can upload the screenshot of the opt-in to the Media file inside the sub-account, Make sure the link go straight to the form with an optional consent checkbox. If the checkbox is showing at the end of the survey, or behind an appointment form. Please supply a hosted link to an image of the opt-in
  

Possible Causes 

• Opt-in message workflow does not meet the requirements for the specific campaign type. 

• Consent is required but not adequately provided or maintained. 

• Opt-in information is shared with third-party entities.

Possible Solutions 

• Ensure compliance with Messaging Policy relating to opt-in 

• Detail All Opt-in Methods: Include all methods of opt-in, whether electronic, paper form, in-person verbal opt-in, or other means. 

• Provide Necessary Links and Documentation: If opt-in is collected through a paper form or behind a login, supply a hosted link to an image of the opt-in. If the opt-in occurs on a website, provide the relevant link. 

• Include Privacy Policy and Terms of Service: The website where opt-in occurs must contain a privacy policy and terms of service. 

• Avoid Third-Party Sharing: Make sure that opt-in information is not shared with unauthorized third parties. 

• Ensure Opt-in is Verifiable: Each campaign is manually reviewed and needs to be verifiable by a human.

Failure/Rejection Reason #2: Invalide Website URL

• The campaign submission has been reviewed and it was rejected because of unverifiable website.

Possible Causes

• An invalid URL was provided during the registration process.

• The website associated with the campaign is not functioning or 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.

Possible Solutions

• Verify that the provided website(s) are functioning correctly, and accessible.

• If the registration is for a pre-launch website, instead include a publically accessible URL to view a screenshot of the SMS opt-in flow that will appear.

• If opt-in occurs on website, provide the direct link in the Message Flow field.

• If opt-in is collected through a paper form or behind a login, supply a hosted link to an image of the opt-in. If the opt-in occurs on a website, provide the relevant link.

• Once you have made a change to address the issue, please resubmit the campaign for review.

Failure/Rejection Reason #3: Incorrect Sole Prop Brand Registration

• 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.

Possible Causes 

• Failure to meet the specified criteria for Sole Proprietor registration, entities with EINs should be registered as a Standard Brand.

• Incorrect or incomplete registration information provided during the brand registration process.

• Inconsistencies or discrepancies in the provided information.

Possible Solutions 

• Verify the accuracy and completeness of the registration information for the Sole Proprietorship Brand.

• Ensure that the brand meets the criteria defined by TCR and mobile carriers for Sole Proprietor (EIN) registration.

• If the brand does not qualify as a Sole Proprietorship, consider registering it as a standard brand according to the appropriate guidelines and requirements.

• Register a standard or acceptable campaign use case that aligns with the registered brand's classification.

•  In conclusion, first question is, does the business have an EIN? For DBAs you must use the business name and address in the EIN registry number that you use.

Failure/Rejection Reason #4: Unknown Reason

• The campaign submission has been reviewed and it was rejected because of an unknown reason.

Possible Causes

• The campaign cannot be approved because of an unknown error and may stem from an issue raised by other vetting parties in the ecosystem.

Possible Solutions

• Our Support team has the means to obtain more detailed information about this specific error. Please contact Customer Support for assistance in understanding the underlying problem and finding a resolution.

Failure/Rejection Reason #5: Inconsistencies Between Sample Message and

Use Case

• The campaign submission has been reviewed and rejected due to inconsistencies between the sample message and the intended use-case of the campaign.

Possible Causes

• Sample messages are missing, unclear, or their content does not match the campaign's use-case.

• Invalid content within the sample messages.

Possible Solutions

• Verify that the sample messages are accurate, detailed, and reflective of the actual messages to be sent under the campaign.

• Indicate templated fields within sample messages using brackets.

• At least one of the sample messages should include your business name and opt-out message.

• Ensure at least two sample messages are provided.

• Ensure that the use-case and campaign description align with each other.

• Once you have made a change to address the issue, please resubmit the campaign for review.