Automate Compliance
Validate your keywords before carriers do.
Why "STOP" Failures Cause Blocks
Under CTIA regulations and 10DLC rules, every business messaging campaign MUST honor opt-out requests. If a user replies "STOP" and continues to receive messages, it is a severe compliance violation that leads to immediate carrier blocks and potential TCPA lawsuits.
Common Root Causes
Provider Settings
Automatic opt-out handling is disabled in your Twilio/RingCentral console settings.
Missing Confirmation
You aren't sending the required "You have been unsubscribed" confirmation message.
Disclosure Gap
Your initial message doesn't explicitly say "Reply STOP to cancel," so carriers reject the campaign setup.
How to Restore Compliance
Fixing this requires both technical configuration and content updates.
-
1
Enable Automatic Handling
Log into your messaging provider (e.g., Twilio Console > Messaging > Services). Ensure "Advanced Opt-Out" is enabled. This lets the carrier handle the block list for you.
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2
Configure Responses
Set the automated response for STOP to: "You have been unsubscribed from [Brand Name] messages. No further messages will be sent."
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3
Update Sample Messages
In your TCR campaign submission, ensure at least one sample message includes "Reply STOP to cancel." Re-submit the campaign for vetting.
Mandatory Keyword Behavior
Your system must respond correctly to specific keywords to pass carrier audits.
| Keyword | Required Action | Compliant Response Example |
|---|---|---|
| STOP, CANCEL, UNSUBSCRIBE, QUIT, END | Block number, send 1 final confirmation. | "You are unsubscribed from [Brand]. No more msgs will be sent." |
| HELP, INFO | Provide support info + opt-out instruction. | "[Brand] Help: Call 1-800-XXX-XXXX or email help@brand.com. Reply STOP to cancel. Msg&Data Rates May Apply." |
| START, UNSTOP | Unblock number (resume messaging). | "You have re-subscribed to [Brand] messages. Reply STOP to cancel." |
Prevention Strategy
Ensure your opt-out mechanism stays compliant.
Sync Databases
If using multiple platforms (e.g., Salesforce + Twilio), ensure STOPs sync back to your CRM immediately.
Language Support
If sending in Spanish, support "ALTO" and "AYUDA" keywords as well.
Periodic Testing
Text "STOP" to your own number monthly to verify the auto-response is active.
Validate Your Keywords Now
Don't wait for a carrier audit. Use our free validator to check if your campaign content meets opt-out requirements.
Frequently Asked Questions
Error Codes
Find other compliance errors.
Message Validator
Check for missing keywords.
Compliance Guide
Full CTIA requirement list.
Legal Disclaimer: This content provides general information about SMS keyword compliance requirements and does not constitute legal advice. Regulatory requirements vary based on carrier enforcement policies and applicable laws (TCPA, CTIA). Organizations should consult qualified legal counsel for guidance specific to their messaging programs. MyTCRPlus does not provide legal advisory services.
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