Verbal Script Missing STOP Instructions
Why This Rejection Happens
The verbal script used to collect consent does not inform the consumer how they can opt-out of messages. Carriers require that consumers be told upfront, "You can reply STOP at any time," even during a verbal enrollment process.
Common Triggers: Scripts that ask for the number but fail to mention the opt-out keyword, or assuming the opt-out info only needs to be in the first text message.
Root Cause Analysis
Primary Triggers
- Timing Misunderstanding: Many brands believe opt-out instructions only belong in the SMS itself. However, for verbal consent, the disclosure must be made at the point of collection so the user knows they have an exit strategy.
- Omission: Simply forgetting to add the phrase "Reply STOP to cancel" to the script card used by employees.
- "It's in the Terms": Relying on the Terms & Conditions to house the opt-out instructions instead of stating them verbally.
Required Elements
| Element | Required Language | Rationale |
|---|---|---|
| Opt-out Keyword | "Reply STOP to cancel" | Standard industry command for revocation. |
| Timing | During consent request | Consumer must know they aren't trapped in the subscription. |
| Clarity | Simple instruction | Avoid complex phrases like "Revoke permission via SMS." |
Step-by-Step Remediation
Locate the Verbal Script
Find the text you pasted into the "Call-to-Action / Message Flow" description field in your campaign registration.
Add the Opt-out Instruction
Append the sentence "You can reply STOP to unsubscribe at any time" to the end of the script.
✓ Compliant Script
"Do you agree to receive promotional texts from [Brand]? Msg freq varies. Msg & Data rates may apply. Reply STOP to cancel."
✗ Non-Compliant Script
"Can we text you? (Customer says Yes). Okay great."
(Missing opt-out instruction.)
Update the Campaign Description
Paste the revised script into the portal. Ensure it now contains all mandatory elements: Brand Name, Message Type, Frequency, Fees, and STOP instructions.
Carrier-Specific Requirements
T-Mobile
- Requires the consumer to be informed of their right to opt-out before the first message is sent. Verbal disclosure satisfies this.
AT&T
- Checks for the specific keyword "STOP." Do not use "Quit" or "End" as the primary instruction in the script, although the system should support them.
MyTCRPlus Tools That Can Help
Consent Form Builder
Generates scripts that automatically include the "Reply STOP" clause.
Use This Tool →Audit Documentation Generator
Create a script card for your staff that highlights the STOP instruction to ensure compliance.
Use This Tool →Pre-Resubmission Checklist
- The script contains "Reply STOP to cancel" (or similar).
- The disclosure is part of the script text.
- The Brand Name, Message Frequency, and Fees are also present.
- The updated script is pasted into the "Call-to-Action" field.
- I have verified my sample messages also include "Reply STOP" (Code 6003).
Common Mistakes to Avoid
❌ "Text NO to stop"
Standard industry keywords are STOP, CANCEL, UNSUBSCRIBE. Do not invent new keywords like "NO" or "DONE" in your script, as carriers may not recognize them as valid opt-outs.
❌ Relying on the First Text
While the first text must have opt-out info, the verbal script also needs it. The user must know they can leave before they even enter.
Expected Timeline
This guidance provides general information about 10DLC compliance requirements. The right to revoke consent is a fundamental consumer protection. Organizations should ensure their opt-out mechanisms are functional and clearly communicated at the point of data collection. MyTCRPlus does not provide legal advisory services or regulatory representation.