Invalid Brand Support Email

HIGH SEVERITY

15%

Rejection Rate

30 mins

Avg Fix Time

98%

Success Rate

Why This Rejection Happens

The email address provided for "Brand Support" or "Customer Care" in your registration profile is either invalid, unreachable, or uses a prohibited generic domain (e.g., @gmail.com) that does not match your business website URL.

Common Triggers:

Using `support@gmail.com` instead of `support@yourdomain.com`.
The email address bounced when tested by the vetting agent.
Typo in the domain name (e.g., `.con` instead of `.com`).
Using an agency or vendor email instead of the brand's own contact.

Root Cause Analysis

Regulatory Framework: TCR Brand Identity Standards; Carrier Trust Requirements.

Primary Triggers

Legitimacy Check: Carriers view custom domain emails (e.g., `info@acme.com`) as a primary signal of a legitimate business. Free email accounts are often used by spammers and are flagged as high risk.
Accessibility: The support email must be monitored. If an automated "undeliverable" reply is received during vetting, the application is rejected.

Email Acceptance Criteria

Website URL	Valid Email	Invalid Email
www.example.com	support@example.com	exampleco@gmail.com
shop.mybrand.net	help@mybrand.net	help@yahoo.com

Step-by-Step Remediation

Create a Domain Email

If you don't have one, go to your domain registrar (GoDaddy, Namecheap, Google Workspace) and set up an email alias or mailbox that matches your website domain. Even a forwarder like `sms-support@yourdomain.com` works.

Update Brand Profile

Log into your CSP portal. Navigate to the Brand Registration section. Replace the generic/invalid email with your new domain email address.

Tip: Send a test email to this address first to ensure it is receiving mail correctly.

Pre-Resubmission Checklist

I have replaced the Gmail/Yahoo address with a domain email.
The email domain matches my registered website URL.
I have verified the inbox is active and monitored.

Fix It Faster

Check your brand consistency.

Brand Checker →

Verify email vs website match.

Related Rejections

Code 30894 Invalid Brand Info Code 713 Brand Email Domain Invalid (Duplicate)

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Legal Disclaimer: Code 30881 is an identity verification measure. A matching domain email is a standard requirement for 10DLC brand trust.