CTA Missing HELP Instructions
Why This Rejection Happens
The "Call-to-Action" (CTA) provided in your registration fails to inform the consumer how to get help. Whether it's a physical sign, a web form, or a verbal script, the instructions must include the phrase "Text HELP for help" (or similar) at the point of opt-in.
Common Triggers: A "Text-to-Join" flyer that says "Text JOIN to 12345" but omits the mandatory "Text HELP for help" disclosure in the fine print.
Root Cause Analysis
Primary Triggers
- Design Oversight: The graphic designer removed the "legal clutter" (like Help/Stop instructions) from the flyer to make it look cleaner.
- Space Constraints: On small signs (like table tents), the disclosure was cut off or made too small to read.
- Website Disconnect: The web form has the instructions, but the description you wrote in the portal failed to mention them.
Required Elements
| CTA Type | Required Text | Placement |
|---|---|---|
| Physical Signage | "Text HELP for help" | Bottom/Footer of the sign. |
| Web Form | "Text HELP for help" | Near the submit button. |
| Verbal Script | "Text HELP for help" | Spoken during consent. |
Step-by-Step Remediation
Review Your CTA Evidence
Look at the image, URL, or script you provided. Does it explicitly say "Text HELP for help"?
✓ Compliant CTA
Flyer Footer: "Msg & Data rates may apply. Text HELP for help. Reply STOP to cancel."
✗ Non-Compliant CTA
Flyer Footer: "Msg & Data rates may apply. Reply STOP to cancel."
(Missing HELP instruction.)
Update the Asset
For Images: Edit the design file to include the missing phrase. The font size must be legible.
For Web: Add the text to your form footer.
Update the Description
Ensure the text description in the "Call-to-Action" field specifically mentions the presence of the help instruction.
"The sign includes instructions to Text HELP for help..."
Carrier-Specific Requirements
T-Mobile
- Requires support instructions to be visible before the user opts in. Telling them "how to get help" in the first text message is required, but it doesn't replace the CTA requirement.
AT&T
- Strictly checks that the keyword "HELP" is used. Do not substitute "INFO" or "SUPPORT" as the primary instruction.
MyTCRPlus Tools That Can Help
CTA Validator
Upload your CTA image, and our tool will scan it to verify if the "HELP" instruction is present and legible.
Use This Tool →Consent Form Builder
Generates compliant HTML/text blocks that always include the mandatory HELP clause.
Use This Tool →Pre-Resubmission Checklist
- The CTA (image or URL) includes "Text HELP for help".
- The text is legible (not microscopic).
- I have used the keyword "HELP" (not "Info").
- I have updated the "Call-to-Action" description text to match.
Common Mistakes to Avoid
❌ Providing Email Only
Listing "support@brand.com" on the flyer is helpful, but it does NOT satisfy the requirement to disclose the SMS help keyword.
❌ "Call Us"
Similarly, "Call 555-1234 for help" is not a substitute for the mandatory "Text HELP" instruction required by carriers.
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 opt-in materials include all required keywords to avoid rejection. MyTCRPlus does not provide legal advisory services or regulatory representation.