Why This Rejection Happens
The disclosure text on your opt-in form (the fine print near the submit button) fails to inform users how to get support. You must include the phrase "Text HELP for help" (or similar) as part of the initial consent disclosure.
Common Triggers: Forms that include opt-out ("Reply STOP") but forget the mandatory support command ("Reply HELP").
Root Cause Analysis
Primary Triggers
- Omission: The web designer thought "HELP" was redundant because there's a "Contact Us" link on the site. However, carrier rules require the SMS keyword to be disclosed explicitly.
- Space Constraints: The disclaimer was shortened for mobile, cutting the "Reply HELP" instruction.
- Misunderstanding: Believing HELP instructions only belong in the actual text messages, not on the signup form. Both are required.
Required Elements
| Element | Required Language | Rationale |
|---|---|---|
| Support Command | "Text HELP for help" | Tells users the specific keyword to trigger support. |
| Placement | Visible on Opt-in Form | User must know how to get help before subscribing. |
| Alternative | "Reply HELP for info" | Acceptable variation, but "help" is standard. |
Step-by-Step Remediation
Edit Form Disclosure Text
Go to your website form builder. Locate the legal text block near the submit button.
Insert the HELP Instruction
Add "Text HELP for help" to the sentence string. It usually pairs well with the STOP instruction.
✓ Compliant Disclosure
"Msg & Data rates may apply. Text HELP for help. Reply STOP to cancel."
✗ Non-Compliant Disclosure
"Reply STOP to opt out. Msg rates apply."
(Missing HELP instruction.)
Update Screenshot Evidence
Take a new screenshot of the form showing the added text. Upload this to your TCR application proof.
Carrier-Specific Requirements
T-Mobile
- Requires "Reply HELP" instructions to be clear and conspicuous at the point of program enrollment.
AT&T
- Strictly enforces the presence of support instructions. "Contact support at [email]" is nice, but does not replace the mandatory SMS keyword disclosure.
MyTCRPlus Tools That Can Help
Consent Form Builder
Generates HTML for your form that automatically includes the "Text HELP for help" clause in the correct legal format.
Screenshot Hosting Service
Host your updated form screenshot to prove compliance to the vetting team.
Pre-Resubmission Checklist
- The form text includes "Text HELP for help" (or "Reply HELP").
- The text is visible on the form itself (not hidden in a link).
- The HELP instruction is grouped with STOP and Fees disclosures.
- I have updated the live website or screenshot URL.
Common Mistakes to Avoid
❌ Using "Info" instead of "Help"
Do not say "Text INFO for details." The mandatory keyword is HELP. Carriers reserve this keyword specifically for support.
❌ Providing Email Only
Listing "support@brand.com" is great, but it does NOT satisfy the requirement to disclose the SMS help keyword.
Expected Timeline
Related Rejection Codes
This guidance provides general information about 10DLC compliance requirements. Providing clear instructions for consumer support is a mandatory component of A2P messaging programs. Organizations should ensure their opt-in disclosures include all required keywords. MyTCRPlus does not provide legal advisory services or regulatory representation.