Fix Code 611: Keyword Responses Incomplete | MyTCRPlus

Code 611 High Priority

Keyword Responses Incomplete

HIGH SEVERITY

15%

Rejection Rate

1 hr

Avg Fix Time

99%

Success Rate

Why This Rejection Happens

The carrier vetting team found that your automated responses to mandatory keywords (STOP, HELP, UNSTOP) are either missing, incomplete, or non-compliant. Every 10DLC campaign must have autoreplies configured for these specific keywords.

Common Triggers:

Missing Brand Name in the HELP or STOP response.
HELP message does not provide a support email or phone number.
STOP message does not confirm that the user has been unsubscribed.
Placeholder text left in the template (e.g., "[Insert Brand]").

Root Cause Analysis

Regulatory Framework: CTIA Short Code Monitoring Handbook v1.8 (Section 3.1 & 3.2).

Primary Triggers

The "Silent" HELP: Users text "HELP" and receive no response, or a generic system error. Carriers test this live.
Missing Contact Info: The HELP response says "Contact us for help" but gives no email or phone number to actually do so.

Required Keyword Responses

Keyword	Required Response Elements	Rationale
STOP	Brand Name + Confirmation of opt-out + "No further messages"	Confirms compliance with federal opt-out laws.
HELP	Brand Name + Support Email OR Phone Number + "Msg & Data rates may apply"	Provides a path for user assistance.

Step-by-Step Remediation

Update "HELP" Response

Ensure your automated response for the keyword HELP includes your brand name and a valid way to contact support (email or phone).

Compliant HELP

[Brand Name]: For help, email support@example.com or call 555-123-4567. Msg&Data rates may apply.

Non-Compliant

Missing brand name and specific contact details.

Update "STOP" Response

The STOP response must explicitly state that the user is unsubscribed and will receive no further messages.

[Brand Name]: You have been unsubscribed and will receive no further messages. Reply HELP for help.

Pre-Resubmission Checklist

HELP response includes Brand Name.
HELP response includes valid support email or phone.
STOP response confirms "unsubscribed" or "opted out".

Fix It Faster

Copy compliant keyword response templates.

Response Generator →

Get pre-written responses for STOP and HELP.

Flow Validator →

Check your full keyword logic flow.

Related Rejections

Code 5103 HELP Keyword Missing Code 6007 HELP Missing Brand Code 6011 STOP Missing Confirmation

Need Technical Help?

We can help configure your SMS platform to handle keywords correctly.

Contact Support Back to Decoder

Legal Disclaimer: This guidance provides general information about 10DLC compliance requirements (Code 611). Organizations should consult qualified legal counsel for guidance specific to their messaging programs.