Why This Rejection Happens
This code appears when you do not have a public website URL for your Privacy Policy and instead opted to upload a document/PDF, but the file was corrupted, missing, or blank. Alternatively, you provided a link that requires a download rather than viewing in-browser.
- Uploading a blank PDF.
- The uploaded file format is not supported (e.g., .docx instead of .pdf).
- The URL provided triggers a file download instead of displaying a page.
- Forgetting to attach the file entirely in the "Optional" field.
Root Cause Analysis
Primary Triggers
- Accessibility Issue: Vetting agents need to verify the policy *content*. If they have to download a Word doc to see it, they will reject it for security reasons.
- Best Practice Violation: While uploading a policy is allowed for brands without websites, it is highly disfavored. A URL is always preferred.
Format Requirements
| Method | Requirement | Verdict |
|---|---|---|
| Web Link (URL) | Public HTML page (e.g., /privacy). | PREFERRED |
| PDF Upload | Must be legible, unencrypted PDF. | ALLOWED |
| Word/Docx | Editable document formats. | REJECTED |
Step-by-Step Remediation
Host the Policy Online
Instead of re-uploading a file, fix this permanently by creating a "Privacy Policy" page on your website. Even a free Google Doc published to the web is better than a file upload.
Or, Convert to PDF
If you MUST upload a file, convert your document to PDF. Ensure the text is selectable (not an image scan). Verify the file size is under 5MB. Upload it to the "Privacy Policy" section of the campaign.
Pre-Resubmission Checklist
- I have switched to a URL link if possible.
- If uploading, the file is a PDF.
- The policy text includes the required 10DLC disclosures (Code 805).
Fix It Faster
Generate a compliant policy URL.
Related Rejections
Need a Hosted Link?
Stop worrying about file uploads. We provide a permanent link for your policy.
Legal Disclaimer: Code 809 is a technical formatting rejection. It does not assess the content of your policy, only the method of delivery. Ensure the content itself is also compliant (See Code 805).
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