Why This Rejection Happens
Your automated response to "STOP" is ambiguous. It must explicitly state that the user has been unsubscribed and that no further messages will be sent.
Root Cause Analysis
The Fix
Ensure the phrase "You have been unsubscribed" and "no further messages" (or similar) is present.
✓ Correct Message
"[Brand Name]: You have successfully unsubscribed and will receive no further messages."
✗ Incorrect Message
"[Brand Name]: Goodbye!" (Ambiguous)
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What reviewers check for code 6011
Reviewers and carrier test systems send STOP and its equivalents (STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT) to verify that your program honors opt-outs immediately and replies with one confirmation message. That confirmation must identify the brand, state that no further messages will be sent, and contain no marketing. Sample messages and the opt-in flow must also tell subscribers how to opt out.
For code 6011 (STOP Msg Missing Confirmation Text), the missing piece is the confirmation text. After a subscriber opts in or opts out, a single confirmation message must be sent. Opt-in confirmations restate the program terms; opt-out confirmations state that no more messages will be sent.
Where code 6011 comes from
Code 6011 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-out handling for a physical therapy clinic
The example below uses a fictional physical therapy clinic, Motion Works PT, to show the difference between a submission that triggers code 6011 and one that passes.
Rejected:
Motion Works PT: Thanks for being a customer! Get 20% off your next visit.
Approved:
Motion Works PT: You are unsubscribed and will receive no further messages. Reply START to resubscribe.
Fix and verify before resubmitting
- Text STOP, STOPALL, UNSUBSCRIBE, CANCEL, END and QUIT to the number and confirm each returns one confirmation.
- Add the confirmation text where code 6011 flagged it, using the approved wording for Motion Works PT's program shown above.
- Confirm the number is suppressed in every sending system, including third-party tools.
- Check that the confirmation names the brand and contains no links or offers.
- Submit the exact opt-out confirmation text with the campaign.
- Verify that replying START or UNSTOP re-subscribes only when the subscriber asks.
- Resubmit with a note that references code 6011 and quotes the corrected confirmation text.
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 Motion Works PT:
Motion Works PT corrected the deficiency reported as code 6011 (STOP Msg Missing Confirmation Text). Changes made: text STOP, STOPALL, UNSUBSCRIBE, CANCEL, END and QUIT to the number and confirm each returns one confirmation; add the confirmation text where code 6011 flagged it, using the approved wording for Motion Works PT's program shown above; confirm the number is suppressed in every sending system, including third-party tools. 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 6011 coming back
- Sending nothing after STOP so the subscriber cannot tell it worked.
- Sending several messages after STOP, including a win-back offer.
- Using a confirmation that omits the brand name.
- Changing the reply at the CSP while a CRM or chatbot still sends its own response.
Related rejection codes
- Code 6006: Opt-in Confirmation Msg Missing
- Code 6010: STOP Msg Missing Brand Name
- Code 30887: Opt-out Workflow Error
- Code 5108: Opt-in Missing Opt-out Info
- Code 5101: Opt-out Keywords Missing
Frequently asked questions about code 6011
Does code 6011 mean the whole campaign is non-compliant?
No. Code 6011 points to one gap: the confirmation text in your opt-out handling. 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 confirmation text appear?
Configure the reply on the opt-out keyword handler at your CSP and paste the same text into the campaign. After a subscriber opts in or opts out, a single confirmation message must be sent.
Do I fix my live opt-out handling or only the campaign text?
Both. Configure the opt-out auto-reply at your CSP and submit the identical text with the campaign.