Website Translation Failed
Why This Rejection Happens
The carrier vetting partner attempted to review your website but could not translate the content into English to verify your brand identity and compliance. Carriers require that all brands be verifiable in English, or that the website includes a functional translation toggle.
Common Triggers: Website in foreign language only, broken translation widget, text embedded in images (cannot be translated).
Root Cause Analysis
Primary Triggers
- No English Option: The website defaults to a non-English language and lacks a visible language switcher (e.g., flag icon or dropdown).
- Incompatible Framework: The website structure prevents browser-based auto-translation tools (like Google Translate or Chrome built-in translate) from functioning correctly.
- Image-Based Text: Critical compliance text (Privacy Policy, Terms) is saved as an image file rather than HTML text, making it impossible for translation software to read.
Required Elements
| Element | Requirement | Rationale |
|---|---|---|
| Language Toggle | Visible header/footer widget | Allows the vetting agent to manually switch content to English. |
| Text Format | HTML Text (not images) | Ensures automated translation tools can parse and translate the content. |
| Legal Docs | English Version Available | Privacy Policy and Terms must be reviewable for compliance clauses. |
Step-by-Step Remediation
Install or Repair Language Switcher
If your primary audience is non-English speaking, you must provide a way for English-speaking auditors to verify your site. Add a prominent language switcher in the header or footer.
✓ Compliant Example
<!-- Google Translate Widget -->
<div id="google_translate_element"></div>
<script>
function googleTranslateElementInit() {
new google.translate.TranslateElement(
{pageLanguage: 'es'},
'google_translate_element'
);
}
</script>✗ Non-Compliant Example
<!-- Hardcoded Spanish Text Only -->
<h1>Bienvenido a nuestra tienda</h1>
<!-- No widget or link to English version -->Verify Legal Documents are Translatable
Ensure your Privacy Policy and Terms & Conditions are live text, not PDFs or images. If you link to a PDF, ensure the PDF is in English or has an English version available.
Test Browser Translation
Open your website in a Chrome Incognito window. Right-click anywhere on the page and select "Translate to English." If this fails or results in gibberish, the carrier will reject the campaign.
Carrier-Specific Requirements
All Carriers (Standard)
- Brand identity must be verifiable in English.
- Opt-in language and Privacy Policy must be accessible and readable in English for audit purposes, even if the messaging campaign is in another language.
MyTCRPlus Tools That Can Help
Website Validator
Scans your website for common structural issues that prevent verification, including translation accessibility.
Use This Tool →Brand Consistency Checker
Ensures your registered brand name matches the translated content on your website.
Use This Tool →Pre-Resubmission Checklist
- A visible language toggle (English) is available in the header or footer.
- The Privacy Policy page translates correctly into English.
- The Terms & Conditions page translates correctly into English.
- Text is rendered as HTML, not images.
- Browser-based "Translate to English" functions work without errors.
Common Mistakes to Avoid
❌ Relying on User Agent Detection
Do not auto-redirect users based on IP address without giving them a choice. If the reviewer is using a VPN or proxy that simulates a non-English region, they may be locked into that language if you don't provide a manual toggle.
❌ PDF-Only Policies
Linking to a PDF Privacy Policy in a foreign language is a guaranteed rejection. PDFs often do not translate automatically in browser viewers.
Expected Timeline
This guidance provides general information about 10DLC compliance requirements and does not constitute legal advice. Website and brand verification requirements vary based on business model and carrier standards. Organizations should consult qualified technical or legal counsel for guidance specific to their web presence. MyTCRPlus does not provide legal advisory services or regulatory representation.