Why This Rejection Happens
The email address provided in your HELP message does not match the domain of your registered Brand website (e.g., using @gmail.com or a different company URL).
Root Cause Analysis
The Fix
Update the email address to match your domain.
✓ Correct Message
"Website: acme.com
HELP: For help email support@acme.com."
✗ Incorrect Message
"Website: acme.com
HELP: For help email acme123@yahoo.com."
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What reviewers check for code 6009
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 6009 (HELP Email Mismatch), the missing piece is the support contact information. The HELP response must include a working support contact: a phone number, an email address on the brand's domain or a support URL. The contact must match the brand and be monitored.
Where code 6009 comes from
Code 6009 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 restaurant group
The example below uses a fictional restaurant group, Saltbox Kitchen, to show the difference between a submission that triggers code 6009 and one that passes.
Rejected:
Saltbox Kitchen: For help, visit our website. Up to 4 msgs/month. Msg & data rates may apply. Reply STOP to opt out.
Approved:
Saltbox Kitchen: For help, call (555) 349-5521 or email hello@saltboxkitchen.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 support contact information where code 6009 flagged it, using the approved wording for Saltbox Kitchen'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 6009 and quotes the corrected support contact information.
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 Saltbox Kitchen:
Saltbox Kitchen corrected the deficiency reported as code 6009 (HELP Email Mismatch). Changes made: text HELP and INFO to the number and confirm a single reply arrives; add the support contact information where code 6009 flagged it, using the approved wording for Saltbox Kitchen'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 6009 coming back
- Listing a personal Gmail address for a business brand.
- Using a support number that rings to voicemail only.
- Pointing to a generic platform support page instead of the brand's.
- Configuring HELP on one number in the pool but not the others.
Related rejection codes
- Code 6007: HELP Msg Missing Brand Name
- Code 30890: Subscriber HELP Message Error
- Code 611: Keyword Responses Incomplete
Frequently asked questions about code 6009
Does code 6009 mean the whole campaign is non-compliant?
No. Code 6009 points to one gap: the support contact information 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 support contact information appear?
Set the HELP keyword auto-reply at your CSP and use the same wording in the campaign. The HELP response must include a working support contact: a phone number, an email address on the brand's domain or a support URL.
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.