Opt-in Missing HELP Info
Why This Rejection Happens
The initial confirmation message sent to new subscribers (the "Opt-in Message") failed to include instructions on how to get help. Carriers require the phrase "Reply HELP for help" (or similar) to be present in the very first message.
Common Triggers: A welcome message that includes STOP instructions but forgets the mandatory HELP command.
Root Cause Analysis
Primary Triggers
- Omission: The template creator focused on opt-out (STOP) compliance and overlooked the support (HELP) requirement.
- Character Limits: The phrase was cut to save space, assuming "contact support" via link was sufficient. It is not.
- Misunderstanding: Thinking HELP instructions are only needed if someone asks for help, rather than being proactively disclosed.
Required Elements
| Element | Required Language | Rationale |
|---|---|---|
| Support Command | "Reply HELP for help" | Tells user the specific keyword to use. |
| Alternative | "Text HELP for info" | Acceptable variation. |
| Placement | First Message | Must be in the confirmation SMS. |
Step-by-Step Remediation
Review Your "Opt-in Message"
Go to your campaign registration. Look at the "Opt-in Message" or "Sample 1" field.
✓ Compliant Message
"[Brand]: You are subscribed. Msg freq varies. Msg & data rates may apply. Reply HELP for help, STOP to cancel."
✗ Non-Compliant Message
"[Brand]: You are subscribed. Reply STOP to cancel."
(Missing HELP instruction.)
Update Your Platform
Log in to your SMS provider and add the help instruction to your automated welcome message template.
Update Registration
Paste the updated message text into the TCR portal. Ensure it matches your live system configuration.
Carrier-Specific Requirements
T-Mobile
- Requires "Reply HELP" instructions to be clear and conspicuous in the first message sent to the handset.
AT&T
- Strictly enforces the presence of both STOP and HELP instructions in the initial message flow.
MyTCRPlus Tools That Can Help
Message Flow Validator
Check if your Opt-in Message meets all compliance criteria, including help instructions.
Use This Tool →Pre-Resubmission Checklist
- The message includes "Reply HELP for help" (or similar).
- The disclosure is in the first message (Opt-in).
- I have updated the "Opt-in Message" sample in the portal.
- I have updated the live platform configuration.
Common Mistakes to Avoid
❌ "Call for help"
Do not replace the SMS instruction with a phone number. "Call 555-1234 for help" is good addition, but you must still say "Reply HELP."
❌ "Text INFO"
Stick to the standard keyword HELP. Using custom keywords like INFO as the primary instruction is risky.
Expected Timeline
This guidance provides general information about 10DLC compliance requirements. Providing clear support instructions is mandatory for A2P messaging programs. Organizations should ensure their initial confirmation message includes the required help keyword instruction. MyTCRPlus does not provide legal advisory services or regulatory representation.