Opt-out Keywords Missing
Why This Rejection Happens
The campaign registration form requires you to specify the keywords that users can text to unsubscribe (e.g., "STOP"). You either left this field blank, entered invalid keywords, or failed to include the mandatory industry-standard keywords.
Common Triggers: Forgetting to list "STOP" in the Opt-out Keywords field, or listing only "CANCEL" without the other required variations.
Root Cause Analysis
Primary Triggers
- Incomplete List: You only listed "STOP" but carriers often look for the full standard set (STOP, UNSUBSCRIBE, CANCEL, QUIT, END).
- Case Sensitivity: While most gateways handle case, some registration forms require uppercase input.
- Blank Field: You assumed the carrier knew the defaults and left the field empty. It must be explicitly filled.
Required Elements
| Mandatory Keywords | Recommended | Rationale |
|---|---|---|
| STOP | UNSUBSCRIBE | Primary universal opt-out command. |
| CANCEL | QUIT, END | Common synonyms users might try. |
| ARRET | (For French/Canada) | Required if messaging Canadian numbers. |
Step-by-Step Remediation
Locate the "Opt-out Keywords" Field
Go to your campaign registration form (Message Flow section). Find the field labeled "Opt-out Keywords" or "Stop Keywords."
Enter the Standard List
Copy and paste the following list exactly. Ensure they are comma-separated if required by your CSP.
✓ Compliant List
STOP, CANCEL, UNSUBSCRIBE, QUIT, END
✗ Non-Compliant List
stop (lowercase only) or NO (non-standard)
Verify Platform Support
Ensure your messaging platform (Twilio, Vonage, etc.) actually listens for all these keywords. If you list "QUIT" but your code doesn't handle it, you are non-compliant.
Carrier-Specific Requirements
T-Mobile
- Requires support for at least "STOP", "CANCEL", and "UNSUBSCRIBE".
- Checks if the keywords are functional during the live audit.
AT&T
- Rejects custom keywords (e.g., "STOPALL") if the standard ones are missing. Always include the basics first.
MyTCRPlus Tools That Can Help
Keyword Response Generator
Generates the complete list of standard keywords and response templates for your platform.
Use This Tool →Message Flow Validator
Verify that your keyword list meets the minimum carrier requirements.
Use This Tool →Pre-Resubmission Checklist
- The field contains: STOP, CANCEL, UNSUBSCRIBE, QUIT, END.
- Keywords are separated by commas (if required).
- I have removed non-standard keywords like "NO" or "FALSE."
- My platform is configured to handle all listed keywords.
Common Mistakes to Avoid
❌ Listing "Help" as an Opt-out
Do not put "HELP" in the Opt-out Keywords field. HELP is for support, not unsubscribing. It has its own field.
❌ "Text NO"
Avoid inventing your own opt-out words. Stick to the industry standards to ensure automatic carrier filtering works correctly.
Expected Timeline
This guidance provides general information about 10DLC compliance requirements. Standardized opt-out keywords ensure that consumer requests to stop messaging are universally recognized and honored. MyTCRPlus does not provide legal advisory services or regulatory representation.