Why This Rejection Happens
When a user replies "HELP", your automated response did not identify who the message was coming from.
Root Cause Analysis
The Fix
Start your HELP message with your brand name.
✓ Correct Message
"[Brand Name]: For help, email support@brand.com or call 555-0199. Msg&data rates apply."
✗ Incorrect Message
"For help email support@brand.com." (Who is this?)
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What reviewers check for code 6007
Carriers require every program to answer the HELP keyword. Reviewers text HELP or read your submitted HELP response and check for the brand name, a way to reach support (phone number, email or URL) and opt-out instructions. The contact details must work and must match the brand: a support email on a different domain or a disconnected phone number is treated as a failure.
For code 6007 (HELP Msg Missing Brand Name), the missing piece is the brand name. The brand name must appear so the subscriber knows exactly who is texting. Use the name consumers recognize, and keep it consistent with the registered brand; if you trade under a different name than the legal entity, use the trade name in messages and make sure the website shows the relationship.
Where code 6007 comes from
Code 6007 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: HELP response for a veterinary clinic
The example below uses a fictional veterinary clinic, Cedar Hollow Animal Hospital, to show the difference between a submission that triggers code 6007 and one that passes.
Rejected:
us: For help, call (555) 587-0042 or email frontdesk@cedarhollowvet.com. Up to 4 msgs/month. Msg & data rates may apply. Reply STOP to opt out.
Approved:
Cedar Hollow Animal Hospital: For help, call (555) 587-0042 or email frontdesk@cedarhollowvet.com. Up to 4 msgs/month. Msg & data rates may apply. Reply STOP to opt out.
Fix and verify before resubmitting
- Text HELP and INFO to the number and confirm a single reply arrives.
- Add the brand name where code 6007 flagged it, using the approved wording for Cedar Hollow Animal Hospital's program shown above.
- Call the support number and send a test email to confirm both are monitored.
- Use a support email on the brand's own domain where possible.
- Paste the exact HELP response into the campaign's HELP message field.
- Make sure the HELP reply also repeats STOP instructions.
- Resubmit with a note that references code 6007 and quotes the corrected brand name.
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 Cedar Hollow Animal Hospital:
Cedar Hollow Animal Hospital corrected the deficiency reported as code 6007 (HELP Msg Missing Brand Name). Changes made: text HELP and INFO to the number and confirm a single reply arrives; add the brand name where code 6007 flagged it, using the approved wording for Cedar Hollow Animal Hospital's program shown above; call the support number and send a test email to confirm both are monitored. 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 6007 coming back
- Using a platform or agency name instead of the business the consumer signed up with.
- Mentioning the brand only in the website header but not in the consent text itself.
- Abbreviating the brand differently across the form, script and messages.
- Configuring HELP on one number in the pool but not the others.
Related rejection codes
- Code 2122: Verbal Script Missing Brand Name
- Code 8101: Sample Missing Brand Name
- Code 6012: Sample Msg Missing Brand Name
- Code 6010: STOP Msg Missing Brand Name
- Code 6009: HELP Email Mismatch
- Code 6008: HELP Msg Missing Contact Info
- Code 30890: Subscriber HELP Message Error
- Code 611: Keyword Responses Incomplete
Frequently asked questions about code 6007
Does code 6007 mean the whole campaign is non-compliant?
No. Code 6007 points to one gap: the brand name in your HELP response. 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 brand name appear?
Set the HELP keyword auto-reply at your CSP and use the same wording in the campaign. The brand name must appear so the subscriber knows exactly who is texting.
Do I fix my live HELP response or only the campaign text?
Both. Configure the HELP auto-reply at your CSP and submit the identical text with the campaign.