Keyword Responses Incomplete

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

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.

Need Technical Help?

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

What reviewers check for code 611

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 611 (Keyword Responses Incomplete), the missing piece is the keyword responses. STOP, HELP and their standard equivalents must each return the correct auto-reply. Carriers test the full keyword set during vetting and in production.

Where code 611 comes from

Code 611 is a vetting rejection reason applied during brand or campaign review and passed back to you by your CSP. It identifies the specific deficiency the reviewer found, so fixing exactly that item is the fastest route to approval. It has a documented fix that usually needs one targeted correction and a resubmission.

Example: HELP response 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 611 and one that passes.

Rejected:

STOP -> "Unsubscribed"   UNSUBSCRIBE -> (no reply)   CANCEL -> (no reply)   HELP -> (no reply)

Approved:

STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT -> "Motion Works PT: You are unsubscribed and will receive no further messages. Reply START to resubscribe."
HELP, INFO -> "Motion Works PT: For help, call (555) 476-2235 or email schedule@motionworkspt.com. Up to 6 msgs/month. Msg & data rates may apply. Reply STOP to opt out."

Fix and verify before resubmitting

1. Text HELP and INFO to the number and confirm a single reply arrives.
2. Add the keyword responses where code 611 flagged it, using the approved wording for Motion Works PT's program shown above.
3. Call the support number and send a test email to confirm both are monitored.
4. Use a support email on the brand's own domain where possible.
5. Paste the exact HELP response into the campaign's HELP message field.
6. Make sure the HELP reply also repeats STOP instructions.
7. Resubmit with a note that references code 611 and quotes the corrected keyword responses.

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 611 (Keyword Responses Incomplete). Changes made: text HELP and INFO to the number and confirm a single reply arrives; add the keyword responses where code 611 flagged it, using the approved wording for Motion Works PT'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 611 coming back

• Configuring STOP but not UNSUBSCRIBE, CANCEL, END or QUIT.
• Returning the same generic reply for HELP and STOP.
• Letting a chatbot intercept keywords before the opt-out handler.
• Configuring HELP on one number in the pool but not the others.

Related rejection codes

• Code 30887: Opt-out Workflow Error
• Code 5101: Opt-out Keywords Missing
• Code 6009: HELP Email Mismatch
• Code 6008: HELP Msg Missing Contact Info
• Code 6007: HELP Msg Missing Brand Name
• Code 30890: Subscriber HELP Message Error

Frequently asked questions about code 611

Does code 611 mean the whole campaign is non-compliant?

No. Code 611 points to one gap: the keyword responses 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 keyword responses appear?

Set the HELP keyword auto-reply at your CSP and use the same wording in the campaign. STOP, HELP and their standard equivalents must each return the correct auto-reply.

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.

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.

© 2025 MyTCRPlus. All rights reserved.