Opt-in Msg Missing HELP Info

Why This Rejection Happens

The automated "Success! You are subscribed" message you provided in the registration does not tell the user how to get help.

Root Cause Analysis

The Fix

Add the phrase "Reply HELP for help" to your Opt-in Confirmation Message.

✓ Correct Message

"Welcome to Brand Updates! Msg frequency varies. Msg&data rates apply. Reply HELP for help, STOP to cancel."

✗ Incorrect Message

"You are now subscribed. Thanks!" (Missing HELP instructions)

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What reviewers check for code 6002

The opt-in confirmation message is the first text sent after someone joins. Carriers require it to confirm the enrollment and restate the program terms, because it is the subscriber's written record of what they agreed to. Reviewers check the sample confirmation message you submit for the brand name, a description of the program, message frequency, "Msg & data rates may apply", HELP instructions and STOP instructions.

For code 6002 (Opt-in Msg Missing HELP Info), the missing piece is the HELP instructions. Subscribers must be told that they can text HELP for assistance. The standard wording is "Reply HELP for help". The HELP keyword must return the brand name, a support contact and opt-out instructions.

Where code 6002 comes from

Code 6002 is a campaign review reason code used to report a specific deficiency found during manual campaign vetting. CSPs surface it in the rejection notice alongside any other codes found in the same review, so check for companion codes before resubmitting. It is marked High severity: it blocks approval, but it is fully fixable by correcting the submission and resubmitting.

Example: opt-in confirmation message for a hair salon

The example below uses a fictional hair salon, Studio Juniper Salon, to show the difference between a submission that triggers code 6002 and one that passes.

Rejected:

Studio Juniper Salon: You're subscribed to booking confirmations and monthly specials. Up to 5 msgs/month. Msg & data rates may apply. Reply STOP to opt out.

Approved:

Studio Juniper Salon: You're subscribed to booking confirmations and monthly specials. Up to 5 msgs/month. Msg & data rates may apply. Reply HELP for help. Reply STOP to opt out.

Fix and verify before resubmitting

1. Submit the exact confirmation text your platform sends, not a paraphrase.
2. Add the HELP instructions where code 6002 flagged it, using the approved wording for Studio Juniper Salon's program shown above.
3. Keep it within two segments if possible so carriers do not truncate the disclosures.
4. Trigger the flow with a test number and compare the live message with the submitted sample.
5. Make sure no marketing offer is placed before the required disclosures.
6. Confirm the same message is sent for every opt-in path (keyword, web, verbal).
7. Resubmit with a note that references code 6002 and quotes the corrected HELP instructions.

Sample resubmission note

Many CSPs let you add a note for the reviewer when you resubmit. A short, specific note shows what changed and speeds up the second review. Example for Studio Juniper Salon:

Studio Juniper Salon corrected the deficiency reported as code 6002 (Opt-in Msg Missing HELP Info). Changes made: submit the exact confirmation text your platform sends, not a paraphrase; add the HELP instructions where code 6002 flagged it, using the approved wording for Studio Juniper Salon's program shown above; keep it within two segments if possible so carriers do not truncate the disclosures. All URLs, keywords and auto-replies were re-tested from an external network before this resubmission, and the campaign text now matches the live opt-in exactly.

Common mistakes that keep code 6002 coming back

• Listing a support email but never mentioning the HELP keyword.
• Writing "contact us" without a working phone, email or URL.
• Forgetting to configure the HELP auto-reply at the CSP.
• Editing the sample in the campaign but not the auto-reply the platform actually sends.

Related rejection codes

• Code 2128: Opt-in Form Missing HELP Instructions
• Code 2119: Verbal Script Missing HELP Instructions
• Code 30890: Subscriber HELP Message Error
• Code 3003A: CTA Missing HELP Instructions
• Code 6006: Opt-in Confirmation Msg Missing
• Code 6005: Opt-in Msg Missing Fee Disclosure
• Code 6004: Opt-in Msg Missing Frequency Disclosure
• Code 6003: Opt-in Msg Missing STOP Info

Frequently asked questions about code 6002

Does code 6002 mean the whole campaign is non-compliant?

No. Code 6002 points to one gap: the HELP instructions in your opt-in confirmation message. Fix that gap, check the rest of the submission against the same checklist, and resubmit. Reviewers often list only the first deficiency they find, so a full self-check prevents a second rejection.

Where exactly should the HELP instructions appear?

Put the required elements in the opt-in confirmation text itself, ideally in the first segment. Subscribers must be told that they can text HELP for assistance.

Do I fix my live opt-in confirmation message or only the campaign text?

Both. Change the auto-reply in your messaging platform and paste the identical text into the campaign's opt-in message field.