Description Mismatches Use Case
Why This Rejection Happens
The campaign description you provided contradicts the "Use Case Type" you selected in the dropdown menu. Carriers require strict alignment between the category of traffic (e.g., "Marketing" vs. "Customer Care") and the textual description of that traffic.
Common Triggers: Selecting "Customer Care" but describing "Promotional offers," or selecting "Mixed" but only describing a single message type.
Root Cause Analysis
Primary Triggers
- Marketing Disguised as Care: Brands often select "Customer Care" or "Account Notifications" to avoid higher carrier fees, but the description mentions "coupons," "offers," or "sales," triggering a mismatch.
- "Mixed" Misuse: You selected "Mixed / Marketing" use case, but the description only lists "2FA codes." If it's only one type, you must select the specific single use case.
- Charity/Political Mismatch: Selecting a specialized use case (501c3 Charity or Political) while the description describes general business operations (e.g., "Staff scheduling").
Required Elements
| Selection | Description Must Contain | Forbidden Keywords |
|---|---|---|
| Marketing | Promotional offers, sales, coupons, marketing alerts. | (None - highly flexible) |
| Customer Care | Support, account mgmt, answers to questions. | "Buy now," "Discount," "Offer," "Sale" |
| 2FA / OTP | One-time passcodes, login verification. | Marketing, Promotions, Newsletters |
Step-by-Step Remediation
Review Your Selected "Campaign Type"
Check what you selected in the dropdown menu. Is it "Standard - Marketing"? "Standard - Customer Care"? "Special - Charity"?
Align the Description Text
Rewrite your description to explicitly match the category you selected. Use the category name in your sentence to remove ambiguity.
✓ Compliant (Customer Care)
Selection: Customer Care
Description: "This campaign handles customer care inquiries. Agents reply to user questions about order status and support tickets. No marketing is sent."
✗ Non-Compliant (Customer Care)
Selection: Customer Care
Description: "We send updates on orders and exclusive holiday discounts to our loyal users." (Discounts = Marketing)
Switch to "Marketing" if Unsure
If your campaign contains any promotional intent (upsells, abandoned cart, seasonal offers), you MUST select "Marketing" or "Mixed" as the use case. "Customer Care" is strictly for non-promotional support.
Carrier-Specific Requirements
T-Mobile
- Aggressively flags "Customer Care" campaigns that contain marketing keywords in the description or samples.
- Requires "Mixed" selection if you are sending both Support and Marketing messages from the same number.
AT&T
- Verifies that "Charity" and "Political" selections are backed by specific descriptions of the charitable/political activity, not just general admin tasks.
MyTCRPlus Tools That Can Help
Use Case Selector
Answer 3 questions to find the exact Use Case Category you should select for your campaign.
Use This Tool →Campaign Description Generator
Generates a compliant description tailored specifically to your selected Use Case type.
Use This Tool →Pre-Resubmission Checklist
- I have confirmed the "Use Case Type" selected in the dropdown.
- My description explicitly supports that specific Use Case.
- If I selected "Customer Care," I removed all marketing keywords.
- If I selected "Mixed," my description mentions 2+ distinct message types.
- Sample messages also align with the selected Use Case.
Common Mistakes to Avoid
❌ Selecting "Mixed" for Laziness
Don't select "Mixed" just because you aren't sure. Mixed campaigns often have lower throughput caps. If you are only sending appointment reminders, select "Account Notification" or "Customer Care" for better results.
❌ Ignoring "Special" Categories
If you are a 501c3, do not register a "Standard - Marketing" campaign. You must select "Special - Charity" to access lower carrier fees. A mismatch here causes rejection.
Expected Timeline
This guidance provides general information about 10DLC compliance requirements. Accurate classification of traffic ensures carriers can apply appropriate surcharges and filters. Misclassification to avoid fees or filters is considered a violation of carrier policies. MyTCRPlus does not provide legal advisory services or regulatory representation.