Opt-in Instructions Missing HELP Instructions
Why This Rejection Happens
The "Call-to-Action" (CTA) description you provided does not confirm that support instructions are available to the consumer. You must explicitly state in your description that the opt-in disclosure includes "Text HELP for help" (or similar).
Common Triggers: Writing a description that mentions opt-out ("STOP") but forgets the mandatory support command ("HELP").
Root Cause Analysis
Primary Triggers
- Incomplete Summary: You summarized the opt-in process ("User checks box") but didn't summarize the content of the checkbox text (which must include HELP).
- Omission: The actual web form has the instruction, but your written description of the form omitted it. The vetting agent checks both for consistency.
- Alternate Support: You mentioned email or phone support but failed to mention the SMS keyword "HELP".
Required Elements
| Element | Required Phrasing in Description | Why? |
|---|---|---|
| Support Command | "Text HELP for help" | Mandatory support keyword. |
| Confirmation | "user is informed that..." | Shows you understand the requirement. |
| Consistency | Match web form / script | Don't describe it if it's not actually there. |
Step-by-Step Remediation
Review Your CTA Description
Go to the "Message Flow" or "Call-to-Action" field in your campaign registration. Read your current text.
Add the HELP Instruction
Update the description to confirm that the support instruction is presented to the user.
✓ Compliant Description
"Users opt-in via web form. The form disclosure states: 'Receive SMS alerts from [Brand]. Text HELP for help. Reply STOP to cancel.'"
✗ Non-Compliant Description
"Users opt-in via web form. They can reply STOP to cancel."
(Missing HELP instruction.)
Align with Visuals
Ensure that the screenshot or URL you provided actually shows this text. If you claim it's there in the description but the image shows otherwise, you will be rejected for inconsistency.
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 in the description field. "Call us for help" does not replace the mandatory SMS keyword disclosure.
MyTCRPlus Tools That Can Help
Campaign Description Generator
Use our wizard to generate a description that includes the mandatory HELP instruction language automatically.
Use This Tool →Pre-Resubmission Checklist
- The description text includes "Text HELP for help".
- The visual proof (URL/Image) also shows this text.
- I have not substituted "Call us" for the SMS keyword.
- I have updated the text in the portal.
Common Mistakes to Avoid
❌ "Contact Support"
Don't write "We tell them how to contact support." Be specific: "We tell them to text HELP for help."
❌ "Info" Keyword
Do not use "INFO" as the primary help keyword. Use "HELP" as it is the industry standard.
Expected Timeline
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 descriptions accurately reflect the support options provided to consumers. MyTCRPlus does not provide legal advisory services or regulatory representation.