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.
- 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
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
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.
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.
Related Rejections
Need Technical Help?
We can help configure your SMS platform to handle keywords correctly.
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.
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