Verbal Script Missing HELP Instructions

Why This Rejection Happens

You indicated that consent is collected "Verbally" (e.g., call center, in-store point of sale). However, the script you uploaded failed to tell the customer how to get help via SMS.

Root Cause Analysis

Common Missing Phrase

Reviewers look for this exact phrase in your script document:

Step-by-Step Fix

Update the Script Document

Edit your verbal script to include the specific HELP instructions. It must be read aloud to the customer.

✓ Compliant Script Example

"Great. I'll sign you up for [Brand Name] updates. You'll receive about 4 msgs/month. Msg & data rates may apply. You can reply HELP for help or STOP to cancel at any time. Do I have your permission to send these texts?"

Upload New Proof

Re-upload the corrected script (PDF or Word Doc) to the "Opt-in Method" section of your campaign registration.

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What reviewers check for code 2119

When a campaign declares verbal consent, the reviewer reads the exact script your staff speak on the phone or at the counter. The script is treated as the call to action, so it has to carry every disclosure a written opt-in form would: the brand name, what the subscriber will receive, how often, that message and data rates may apply, how to get help, how to opt out, and where the privacy policy lives. Reviewers also look for evidence that consent is captured, such as a CRM field, call recording or timestamped log, because a script on its own proves nothing about who agreed.

For code 2119 (Verbal Script Missing HELP Instructions), the missing piece is the HELP instructions. Subscribers must be told that they can text HELP for assistance. The standard wording is "Reply HELP for help". The HELP keyword must return the brand name, a support contact and opt-out instructions.

Where code 2119 comes from

Code 2119 is a campaign review reason code used to report a specific deficiency found during manual campaign vetting. CSPs surface it in the rejection notice alongside any other codes found in the same review, so check for companion codes before resubmitting. It is marked High severity: it blocks approval, but it is fully fixable by correcting the submission and resubmitting.

Example: verbal opt-in script for a veterinary clinic

The example below uses a fictional veterinary clinic, Cedar Hollow Animal Hospital, to show the difference between a submission that triggers code 2119 and one that passes.

Rejected:

Agent: "May Cedar Hollow Animal Hospital text you appointment and vaccination reminders at this number? Up to 4 msgs/month. Msg & data rates may apply. Reply STOP to opt out. Our privacy policy is at cedarhollowvet.com/privacy. Do you agree?"

Approved:

Agent: "May Cedar Hollow Animal Hospital text you appointment and vaccination reminders at this number? Up to 4 msgs/month. Msg & data rates may apply. Reply HELP for help. Reply STOP to opt out. Our privacy policy is at cedarhollowvet.com/privacy. Do you agree?"

Fix and verify before resubmitting

1. Paste the full script, word for word, into the campaign's opt-in description field; do not summarize it.
2. Add the HELP instructions where code 2119 flagged it, using the approved wording for Cedar Hollow Animal Hospital's program shown above.
3. Read the script aloud and confirm each required disclosure is spoken, not implied.
4. Attach a screenshot or document of the script if your CSP offers an attachment field.
5. Describe how agreement is recorded (agent ticks a consent field, the call is recorded, a confirmation text is sent).
6. Make sure the first text the subscriber receives repeats the disclosures from the script.
7. Resubmit with a note that references code 2119 and quotes the corrected HELP instructions.

Sample resubmission note

Many CSPs let you add a note for the reviewer when you resubmit. A short, specific note shows what changed and speeds up the second review. Example for Cedar Hollow Animal Hospital:

Cedar Hollow Animal Hospital corrected the deficiency reported as code 2119 (Verbal Script Missing HELP Instructions). Changes made: paste the full script, word for word, into the campaign's opt-in description field; do not summarize it; add the HELP instructions where code 2119 flagged it, using the approved wording for Cedar Hollow Animal Hospital's program shown above; read the script aloud and confirm each required disclosure is spoken, not implied. All URLs, keywords and auto-replies were re-tested from an external network before this resubmission, and the campaign text now matches the live opt-in exactly.

Common mistakes that keep code 2119 coming back

• Listing a support email but never mentioning the HELP keyword.
• Writing "contact us" without a working phone, email or URL.
• Forgetting to configure the HELP auto-reply at the CSP.
• Updating the script in the campaign but not retraining the staff who read it.

Related rejection codes

• Code 2128: Opt-in Form Missing HELP Instructions
• Code 6002: Opt-in Msg Missing HELP Info
• Code 30890: Subscriber HELP Message Error
• Code 5107: Opt-in Missing HELP Info
• Code 2131: Verbal Script Missing STOP Instructions
• Code 2127: Verbal Script Missing STOP Instructions
• Code 2124: Verbal Script Missing Frequency Disclosure
• Code 2123: Verbal Script Missing Message Type

Frequently asked questions about code 2119

Does code 2119 mean the whole campaign is non-compliant?

No. Code 2119 points to one gap: the HELP instructions in your verbal opt-in script. Fix that gap, check the rest of the submission against the same checklist, and resubmit. Reviewers often list only the first deficiency they find, so a full self-check prevents a second rejection.

Where exactly should the HELP instructions appear?

Place the disclosure in the script itself, immediately after the agent asks for permission to text and before the customer answers. Subscribers must be told that they can text HELP for assistance.

Do I fix my live verbal opt-in script or only the campaign text?

Both. Update the script in the campaign and retrain staff so the spoken script matches it; reviewers compare the two when consent is disputed.