Invalid Brand Support Email

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.

• 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

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

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.

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.

Related Rejections

Need Professional Email?

We can guide you on setting up Google Workspace or Microsoft 365.

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

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