Verbal Script Missing Frequency Disclosure

Why This Rejection Happens

Your verbal consent script failed to inform the user how often you will message them (e.g., "message frequency varies" or "4 msgs/mo").

Root Cause Analysis

The Fix

Add the standard frequency disclosure to your script.

✓ Correct Script

"...You'll receive recurring messages. Msg & data rates may apply..."

✗ Non-Compliant

"...We'll text you updates. Is that okay?" (How many updates?)

Download Templates

Get approved verbal scripts for all industries.

Comprehensive TCR rejection remediation powered by MyTCRPlus.com

What reviewers check for code 2124

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 2124 (Verbal Script Missing Frequency Disclosure), the missing piece is the message frequency disclosure. Subscribers must be told how often they will hear from you, for example "up to 4 msgs/month" or "Msg frequency varies". Use a specific cap for recurring marketing programs where possible; "varies" is acceptable for event-driven alerts.

Where code 2124 comes from

Code 2124 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 dental practice

The example below uses a fictional dental practice, Brightside Dental, to show the difference between a submission that triggers code 2124 and one that passes.

Rejected:

Agent: "May Brightside Dental text you appointment reminders and recall notices at this number? Msg & data rates may apply. Reply HELP for help. Reply STOP to opt out. Our privacy policy is at brightsidedental.com/privacy. Do you agree?"

Approved:

Agent: "May Brightside Dental text you appointment reminders and recall notices 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 brightsidedental.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 message frequency disclosure where code 2124 flagged it, using the approved wording for Brightside Dental'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 2124 and quotes the corrected message frequency disclosure.

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 Brightside Dental:

Brightside Dental corrected the deficiency reported as code 2124 (Verbal Script Missing Frequency Disclosure). Changes made: paste the full script, word for word, into the campaign's opt-in description field; do not summarize it; add the message frequency disclosure where code 2124 flagged it, using the approved wording for Brightside Dental'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 2124 coming back

• Omitting frequency because messages are irregular, instead of writing "Msg frequency varies".
• Stating a cap and then sending more messages than the cap allows.
• Disclosing frequency on the terms page only.
• Updating the script in the campaign but not retraining the staff who read it.

Related rejection codes

• Code 6004: Opt-in Msg Missing Frequency Disclosure
• Code 5105: Opt-in Missing Frequency Disclosure
• Code 3005A: CTA Missing Frequency Disclosure
• Code 2135: Opt-in Instructions Missing Frequency Disclosure
• Code 2131: Verbal Script Missing STOP Instructions
• Code 2127: Verbal Script Missing STOP Instructions
• Code 2123: Verbal Script Missing Message Type
• Code 2122: Verbal Script Missing Brand Name

Frequently asked questions about code 2124

Does code 2124 mean the whole campaign is non-compliant?

No. Code 2124 points to one gap: the message frequency disclosure 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 message frequency disclosure 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 how often they will hear from you, for example "up to 4 msgs/month" or "Msg frequency varies".

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.