Why This Rejection Happens
This code is specific to the "Subscriber Help" or "HELP Keyword" functionality. Your campaign configuration or sample messages failed to provide a valid, compliant response for users who text "HELP". The response must include the Brand Name and a support contact method.
- Sample HELP message: "How can we help you?" (Missing contact info).
- Missing Brand Name in the HELP response.
- The support email/phone provided is invalid or a placeholder.
Root Cause Analysis
Primary Triggers
- Dead End: A user texting HELP usually wants to talk to a human or get support. A generic auto-reply doesn't solve their problem, so carriers mandate contact details.
- Identity Confusion: Without the Brand Name in the HELP response, the user doesn't know who is messaging them, leading to spam reports.
The Perfect HELP Response
Copy & Paste:
Must include: 1. Brand Name. 2. Email OR Phone. 3. Fee disclosure.
Step-by-Step Remediation
Identify the Gap
Check your "Subscriber Help Message" field in TCR. Does it have an email or phone number? If not, that's the error.
Update the Message
Rewrite the message using the template above. Ensure the contact info is real and monitored.
Pre-Resubmission Checklist
- The HELP message starts with my Brand Name.
- I provided a valid support email or phone number.
Fix It Faster
Generate compliant keywords.
Related Rejections
Don't Leave Them Hanging
A helpful auto-reply reduces frustration and support tickets.
Legal Disclaimer: Code 30890 ensures compliance with 2-way communication standards. If a user asks for help, you must provide it.
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