Verbal Script Missing STOP Instructions

Why This Rejection Happens

Your verbal consent script (read by staff) did not inform the customer that they can opt-out at any time by texting "STOP".

Root Cause Analysis

The Fix

Add the "STOP to cancel" phrase to your script.

✓ Correct Script

"...Msg frequency varies. You can reply STOP to cancel at any time. Do I have your permission..."

✗ Non-Compliant

"...You can opt-out whenever you want." (How?)

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What reviewers check for code 2127

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 2127 (Verbal Script Missing STOP Instructions), the missing piece is the STOP / opt-out instructions. Subscribers must be told how to opt out before they agree. The standard wording is "Reply STOP to opt out" or "Text STOP to cancel". STOP must work immediately, and the instruction cannot be buried in the terms page only.

Where code 2127 comes from

Code 2127 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 auto repair shop

The example below uses a fictional auto repair shop, Ridgeway Auto Care, to show the difference between a submission that triggers code 2127 and one that passes.

Rejected:

Agent: "May Ridgeway Auto Care text you repair status updates and service reminders at this number? Msg frequency varies. Msg & data rates may apply. Reply HELP for help. Our privacy policy is at ridgewayauto.com/privacy. Do you agree?"

Approved:

Agent: "May Ridgeway Auto Care text you repair status updates and service reminders at this number? Msg frequency varies. Msg & data rates may apply. Reply HELP for help. Reply STOP to opt out. Our privacy policy is at ridgewayauto.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 STOP / opt-out instructions where code 2127 flagged it, using the approved wording for Ridgeway Auto Care'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 2127 and quotes the corrected STOP / opt-out 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 Ridgeway Auto Care:

Ridgeway Auto Care corrected the deficiency reported as code 2127 (Verbal Script Missing STOP Instructions). Changes made: paste the full script, word for word, into the campaign's opt-in description field; do not summarize it; add the STOP / opt-out instructions where code 2127 flagged it, using the approved wording for Ridgeway Auto Care'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 2127 coming back

• Putting opt-out instructions only in the SMS terms page.
• Using a keyword other than STOP (for example REMOVE) without also supporting STOP.
• Requiring the subscriber to call or log in to unsubscribe.
• Updating the script in the campaign but not retraining the staff who read it.

Related rejection codes

• Code 2126: Opt-in Form Missing STOP Instructions
• Code 8100: Sample Missing Opt-out Language
• Code 6003: Opt-in Msg Missing STOP Info
• Code 5108: Opt-in Missing Opt-out Info
• Code 2124: Verbal Script Missing Frequency Disclosure
• Code 2123: Verbal Script Missing Message Type
• Code 2122: Verbal Script Missing Brand Name
• Code 2107: Verbal Script Missing Fee Disclosure

Frequently asked questions about code 2127

Does code 2127 mean the whole campaign is non-compliant?

No. Code 2127 points to one gap: the STOP / opt-out 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 STOP / opt-out 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 how to opt out before they agree.

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.