10DLC Campaign Rejection Codes

[Meredith_W]

Before you launch your 10DLC message program, Sinch must review your campaign to make sure your message program aligns with carrier and industry requirements. Principally we look for alignment with CTIA Messaging Principles and Best Practices. For more details on 10DLC campaign requirements, refer to 10DLC Compliance Requirements and Guidance.

If Sinch rejects your 10DLC campaign, we will provide a rejection code with a description. In most cases, after addressing the reason for the rejection, you can resubmit your campaign to Sinch for review.* 

Rejection codes are grouped into categories based on the part of the 10DLC campaign that they relate to:

• Brand
• Campaign
• Call-to-Action
• Terms and Conditions
• Privacy Policy
• Opt-In Message
• HELP message
• Opt-Out Message
• Sample Messages.

Details of the rejection codes and descriptions for each of these categories can be found in the tables below:

Brand
Rejection Code	Description	Action
CR2001	Brand support email is a free email domain	If brand email domain is a free domain, like gmail or yahoo, it may be rejected. Update the brand's email address to use a branded email domain and resubmit.
CR2002	Brand's physical address is invalid	If the brand address cannot be verified or doesn't exist, the campaign may be rejected. Check the address is correct and resubmit.
CR2003	Brand is blacklisted	In some cases a brand may not be allowed to run a campaign with Sinch.
CR2004	Brand is an ISV/Reseller and not the content provider	The brand that is registered should be the end brand, i.e. the business whose name is in the message content and who the end user believes to be sending the message. Register the brand and campaign again with the correct information and resubmit.
CR2005	Brand website is missing/inaccessible or online presence could not be validated	The website associated with the brand is not live. Check the link is correct and resubmit.
CR2006	Brand associated with or website references third party job boards	Messaging content related to third party job boards is not permitted. If the brand's website indicates their message program will be sending this type of content, the campaign will be rejected.*
CR2009	Brand website references sweepstakes and declared use case is not sweepstakes	If the brand's website indicates that they are sending sweepstakes related messaging, then the campaign use case should be Sweepstakes. Register the campaign again with the correct use case and resubmit.
CR2010	Brand website references charitable donations and declared use case is not charity	If the brand's website indicates that they are soliciting charitable donations through their message program, then the campaign use case should be Charity. Register the campaign again with the correct use case and resubmit.
CR2011	Brand associated with or website references political content and declared use case is not political	If the brand's website indicates that they are sending political content through their message program, then the campaign use case should be Political. Register the campaign again with the correct use case and resubmit.
CR2012	Brand associated with or website references lead generation/affiliate marketing	Message content related to lead generation or affiliate marketing is not permitted. All promotional content must be directly related to the registered brand. If the brand's website indicates that their message program will be sending this type of content, the campaign will be rejected.*
CR2013	Brand associated with or website contains disallowed content - gambling	Message content related to gambling is not permitted. If the brand's website indicates that their message program will be sending this type of content, the campaign will be rejected.*
CR2014	Brand associated with or website contains disallowed content - high risk financial services	Message content related to high risk financial services, such as short-term loans or cryptocurrency, is not permitted. If the brand's website indicates that their message program will be sending this type of content, the campaign will be rejected.*
CR2015	Brand associated with or website contains disallowed content - illegal substances	Message content related to federally illegal drugs, such as cannabis, is not permitted. If the brand's website indicates that their message program will be sending this type of content, the campaign will be rejected.*
CR2016	Brand associated with or website contains disallowed content - SHAFT (sex/hate)	Message content related to sexually explicit or hateful content is not permitted. If the brand's website indicates that their message program will be sending this type of content, the campaign will be rejected.*
CR2017	Brand website contains disallowed content - SHAFT (alcohol/firearms/tobacco/vape) with no robust age gate	Message content related to age restricted goods, such as alcohol or tobacco, is not permitted without an age gate mechanism. An acceptable age gate would consist of, at minimum, a recipient entering a day, month, and year confirming their age at messaging opt-in prior to receiving messaging. If the brand's website indicates that their message program will be sending this type of content, and no age gate is in place, the campaign will be rejected. Implement age gate and a resubmit.
CR2018	Brand support email address is missing/invalid	Check that the brand's email was provided and is in a working state and resubmit.
CR2019	Brand support phone number is missing/invalid	Check that the brand's phone number was provided and is in a working state and resubmit.
CR2020	Brand name on website does not match registered/DBA brand name	The company name on the brand's website must match the registered brand name or DBA name shown in TCR. Update and resubmit.
CR2021	Sole proprietor brand is not small business/individual without an EIN	Campaigns registered as sole proprietor use case must be associated with a brand that does not have a registered tax ID. Register the brand as the correct entity and resubmit.
CR2022	Vetted brand does not meet minimum vetting score requirements	In some cases, a brand's vetting score may be a value that it insufficient for campaign approval.
CR2023	Brand address associated with known spam/scam complaints	The address provided in the brand registration is associated with an address that is known for sending spam and unwanted messaging. If this is the case, the campaign will be rejected.

Campaign (Declared Use Case, Description, and Campaign Attributes)
Rejection Code	Description	Action
CR3001	Campaign description is not unique or duplicate campaign	Sinch may reject a campaign if it appears that the content has been duplicated and indicates the disallowed practice of snowshoeing. Make sure that only one campaign is registered for your use case.
CR3002	Campaign description does not sufficiently describe the service the message program is providing to the end user	It must be clear from your campaign description what the purpose of your message program is. Add more details to the description and resubmit.
CR3003	Campaign description does not match declared use case(s)	The use case described in the campaign description must match the registered use case. Update the description or register the campaign again with the correct use case and resubmit.
CR3004	Campaign description does not match sample messages	The use case described in the campaign description must match the use case demonstrated in the sample message content. Update the description or sample message content and resubmit.
CR3005	Campaign description references third party job boards	Messaging content related to third party job boards is not permitted. If the campaign description indicates the message program will be sending this type of content, the campaign will be rejected.*
CR3008	Campaign description references lead generation/affiliate marketing	Messaging content related to lead generation or affiliate marketing is not permitted. All promotional content must be directly related to the registered brand. If the campaign description indicates the message program will be sending this type of content, the campaign will be rejected.*
CR3009	Campaign description references sweepstakes and declared use case is not sweepstakes	If the campaign description indicates that the brand is sending sweepstakes related messaging, then the campaign use case should be Sweepstakes. Update the description or register the campaign again with the correct use case and resubmit.
CR3010	Campaign description references charitable donations and declared use case is not charity	If the campaign description indicates that the brand is soliciting charitable donations through their message program, then the campaign use case should be Charity. Update the description or register the campaign again with the correct use case and resubmit.
CR3011	Campaign description references political content and declared use case is not political	If the campaign description indicates that the brand is sending political content through their message program, then the campaign use case should be Political.  Update the description or register the campaign again with the correct use case and resubmit.
CR3012	Campaign description contains disallowed content - gambling	Message content related to gambling is not permitted. If the campaign description indicates that the message program will be sending this type of content, the campaign will be rejected.*
CR3013	Campaign description contains disallowed content - high risk financial services	Message content related to high risk financial services, such as short-term loans or cryptocurrency, is not permitted. If the campaign description indicates that the message program will be sending this type of content, the campaign will be rejected.*
CR3014	Campaign description contains disallowed content - illegal substances	Message content related to federally illegal drugs, such as cannabis, is not permitted. If the campaign description indicates that the message program will be sending this type of content, the campaign will be rejected.*
CR3015	Campaign description contains disallowed content - SHAFT (sex/hate)	Message content related to sexually explicit or hateful content is not permitted. If the campaign description indicates that the message program will be sending this type of content, the campaign will be rejected.*
CR3016	Campaign description contains disallowed content - SHAFT (alcohol/firearms/tobacco/vape) with no robust age gate	Message content related to age restricted goods, such as alcohol or tobacco, is not permitted without an age gate mechanism. An acceptable age gate would consist of, at minimum, a recipient entering a day, month, and year confirming their age at messaging opt-in prior to receiving messaging. If the campaign description indicates that the message program will be sending this type of content, and no age gate is in place, the campaign will be rejected. Implement age gate and resubmit.
CR3017	Machine-to-Machine use case selected for subscriber-facing message program	The Machine-to-Machine (M2M) use case is restricted to non-subscriber facing message programs only. Register the campaign again with the correct use case and resubmit.
CR3018	Brand referenced in campaign description does not match registered/DBA brand	The company name referenced in the campaign description should match the registered brand name or DBA name shown in TCR. You can use a shortened brand name in your messages, but it can't be so different that it's not clear who the sender is. Update the campaign description and resubmit.

Call-to-Action (Message Flow)
Rejection Code	Description	Action
CR4001	Call-to-action does not obtain sufficient consent	The call-to-action must show that the appropriate type of consent is gained for the message program. If it does not, update the call-to-action and resubmit. Refer to CTIA Messaging Principles and Best Practices for more info.
CR4002	Call-to-action does not contain registered/DBA brand name	The company name referenced in the call-to-action must match the registered brand name or DBA name shown in TCR.You can use a shortened brand name in your messages, but it can't be so different that it's not clear who the sender is. Update the call-to-action and resubmit.
CR4003	Call-to-action does not contain HELP instructions (e.g. Reply HELP for help) or HELP instructions in Terms & Conditions	The call-to-action must include instructions on how the end user can receive further support from the brand regarding the message program (e.g. Reply HELP for help), or this information must be present in the brand's terms and conditions. Update the call-to-action and resubmit.
CR4004	Call-to-action does not contain STOP instructions (e.g. Reply STOP to cancel)	The call-to-action must include instructions on how the end user can opt-out of the message program (e.g., Reply STOP to opt-out). Update the call-to-action and resubmit.
CR4005	Call-to-action does not contain message frequency disclosure for recurring message program	The call-to-action must include the frequency at which messages will be sent to end users (e.g.,#msgs/mo, msg frequency varies, recurring messages, etc.). Update the call-to-action and resubmit.
CR4006	Call-to-action does not contain "message and data rates may apply" disclosure	The call-to-action must include the message and data rate disclosure, as mandated by U.S. carriers. Update the call-to-action and resubmit.
CR4007	Call-to-action does not contain complete terms and conditions OR link to complete terms and conditions	The call-to-action must include a link to the message program terms and conditions, or the complete message program terms and conditions language. Update the call-to-action and resubmit.
CR4008	Call-to-action does not contain link to privacy policy OR state that mobile opt-in data will not be shared with third parties	Mobile opt in data (i.e. the end user's phone number) cannot be shared with third parties. The call-to-action must include a link to the message program privacy policy, or language referring to the privacy policy, that indicates that mobile opt-in data will not be shared. Update the call-to-action and resubmit.
CR4009	Call-to-action does not obtain express written consent for promotional message content	For promotional message programs, the call-to-action must show that express written consent was obtained from the end user before sending promotional message content. Update the call-to-action and resubmit. Refer to CTIA Messaging Principles and Best Practices for more info.
CR4010	Call-to-action contains disallowed content - gambling	Message content related to gambling is not permitted. If the call-to-action indicates that the message program will be sending this type of content, the campaign will be rejected.*
CR4011	Call-to-action contains disallowed content - high risk financial services	Message content related to high risk financial services, such as short-term loans or cryptocurrency, is not permitted. If the call-to-action indicates that the message program will be sending this type of content, the campaign will be rejected.*
CR4012	Call-to-action contains disallowed content - illegal substances	Message content related to federally illegal drugs, such as cannabis, is not permitted. If the call-to-action indicates that the message program will be sending this type of content, the campaign will be rejected.*
CR4013	Call-to-action contains disallowed content - SHAFT (sex/hate)	Message content related to sexually explicit or hateful content is not permitted. If the call-to-action indicates that the message program will be sending this type of content, the campaign will be rejected.*
CR4014	Call-to-action does not contain robust age gate for age-restricted message program (alcohol/firearms/tobacco)	Message content related to age restricted goods, such as alcohol or tobacco, is not permitted without an age gate mechanism. An acceptable age gate would consist of, at minimum, a recipient entering a day, month, and year confirming their age at messaging opt-in prior to receiving messaging. If the call-to-action indicates that the message program will be sending this type of content, and no age gate is in place, the campaign will be rejected. Implement age gate and resubmit.
CR4015	Call-to-action is missing/inaccessible	There is no call-to-action URL provided in the campaign description, or the URL provided is inaccessible. You must provide evidence of a compliant opt-in process via either a live opt-in URL, or a URL to a hosted opt-in image (screenshot or mock-up). Update the call-to-action description to include the call-to-action URL and resubmit.

Terms and Conditions
Rejection Code	Description	Action
CR5001	Terms and conditions are missing/inaccessible	There is no terms and conditions URL available to review, or the URL provided is inaccessible. Update the link and resubmit.
CR5002	Terms and conditions do not contain registered/DBA brand name	The company name referenced in the terms and conditions must match the registered brand name or DBA name shown in TCR. You can use a shortened brand name in your messages, but it can't be so different that it's not clear who the sender is. Update the terms and conditions and resubmit.
CR5003	Terms and conditions do not contain message frequency disclosure for recurring message program	For recurring message programs, the terms and conditions must include the frequency at which messages will be sent to end users (e.g.,#msgs/mo, msg frequency varies, recurring messages, etc.). Update the terms and conditions and resubmit.
CR5004	Terms and conditions do not contain program description	The terms and conditions must include a description of the purpose of the message program. Update the terms and conditions and resubmit.
CR5005	Terms and conditions do not contain customer care contact information	The terms and conditions must include information on how the end user can contact the brand to receive further support regarding the message program. Update the terms and conditions and resubmit.
CR5007	Terms and conditions do not contain opt out instructions	The terms and conditions must include information on how the end user can opt-out of the message program (e.g., Reply STOP to opt-out). Update the terms and conditions and resubmit.
CR5009	Terms and conditions do not contain statement that carriers are not liable for delayed or undelivered messages	The terms and conditions must include the statement that carriers are not liable for delayed or undelivered messages, as mandated by U.S. carriers. Update the terms and conditions and resubmit.
CR5010	Terms and conditions do not contain link to privacy policy	The terms and conditions must a link to the privacy policy. Update the terms and conditions and resubmit.
CR5011	Terms and conditions do not contain sweepstakes terms and declared use case is sweepstakes	If the campaign use case is Sweepstakes, then the terms and conditions should contain the sweepstakes terms or a link to the sweepstakes terms. Update the terms and conditions and resubmit.

Privacy Policy
Rejection Code	Description	Action
CR6001	Privacy policy is missing/inaccessible	There is no privacy policy URL available to review, or the provided URL is inaccessible. Update the link and resubmit.
CR6002	Privacy policy does not state that no mobile opt-in data will be shared with third parties or affiliate	Mobile opt in data (i.e. the end user's phone number) cannot be shared with third parties. The privacy policy must indicate that mobile opt-in data will not be shared with third parties. Update the privacy policy and resubmit.
CR6003	Privacy policy references mobile opt-in data sharing with third parties	Mobile opt in data (i.e. the end user's phone number) cannot be shared with third parties. If the privacy policy indicates this, the campaign will be rejected. Update the privacy policy and resubmit.

Opt-In Message
Rejection Code	Description	Action
CR7001	Opt-in message does not contain registered/DBA brand name	The company name in the opt-in message must match the registered brand name or DBA name shown in TCR. You can use a shortened brand name in your messages, but it can't be so different that it's not clear who the sender is. Update the opt-in message and resubmit.
CR7002	Opt-in message does not contain HELP instructions (e.g. Reply HELP for help)	The opt-in message must include instructions on how the end user can receive further support from the brand regarding the message program (e.g. reply HELP for help). Update the opt-in message and resubmit.
CR7003	Opt-in message does not contain opt-out instructions (e.g. Reply STOP to stop)	The opt-in message must include instructions on how the end user can opt-out of the message program (e.g., Reply STOP to opt-out). Update the opt-in message and resubmit.
CR7004	Opt-in message does not contain message frequency disclosure (#msgs/mo, msg frequency varies, recurring messages, etc.)	The opt-in message must include the frequency at which messages will be sent to end users (e.g.,#msgs/mo, msg frequency varies, recurring messages, etc.). Update the opt-in message and resubmit.
CR7005	Opt-in message does not contain "message and data rates may apply" disclosure	The opt-in message must include the message and data rate disclosure, as mandated by U.S. carriers. Update the opt-in message and resubmit.
CR7006	Opt-in message not provided	Recurring message programs must send the end-user an opt-in message with HELP and STOP instructions, as well as the message frequency and "message and data rates may apply" disclosure. Update the campaign and resubmit.

Help Message
Rejection Code	Description	Action
CR8001	HELP message does not contain registered/DBA brand name	The company name in the HELP message must match the registered brand name or DBA name shown in TCR. You can use a shortened brand name in your messages, but it can't be so different that it's not clear who the sender is. Update the HELP message and resubmit.
CR8002	HELP message does not contain support contact (email, phone number or support website)	The HELP message must include customer care contact info (such as a email address, phone number or link to a support website) informing the end user how they can receive further support from the brand regarding the message program. If a link is provided, the support website must be directly related to the message program. Update the HELP message and resubmit.
CR8003	HELP message support contact email address does not match registered brand support email address	If an email address is provided in the HELP message as the customer care contact info, it should match the email address that was registered as the support contact email shown in TCR. Update the HELP message and resubmit.

Opt-Out Message
Rejection Code	Description	Action
CR9001	Opt-out message does not contain registered/DBA brand name	The company name in the opt-out message must match the registered brand name or DBA name shown in TCR. You can use a shortened brand name in your messages, but it can't be so different that it's not clear who the sender is. Update the opt-out message and resubmit.
CR9002	Opt-out message does not indicate that no further messages will be sent	The opt-out message must clearly indicate that the end user will no longer receive further messages from the brand/message program. Update the opt-out message and resubmit.

Sample Messages
Rejection Code	Description	Action
CR1101	Sample message(s) do not contain registered/DBA brand name	The company name in the sample messages must match the registered brand name or DBA name shown in TCR. You can use a shortened brand name in your messages, but it can't be so different that it's not clear who the sender is. Update the sample messages and resubmit.
CR1103	Sample message(s) contain public URL shortener	Public URL shorteners such as bit.ly or tinyURL are not permitted to be sent in 10DLC message content. Update sample messages to use a branded URL shortener and resubmit.
CR1104	Sample message(s) use case does not match declared use case(s)	The use case indicated in the sample messages must match the registered use case. Update the sample messages or register the campaign again with the correct use case and resubmit.
CR1105	Sample message(s) reference sweepstakes and declared use case is not sweepstakes	If the sample messages indicates that the brand is sending sweepstakes related messaging, then the campaign use case should be Sweepstakes. Update the sample messages or register the campaign again with the correct use case and resubmit.
CR1106	Sample message(s) reference charitable donations and declared use case is not charity	If the sample messages indicates that the brand is soliciting charitable donations through their message program, then the campaign use case should be Charity. Update the sample messages or register the campaign again with the correct use case and resubmit.
CR1107	Sample message(s) reference political subject matter and declared use case is not political	If the sample messages indicates that the brand is sending political content through their message program, then the campaign use case should be Political. Update the sample messages or register the campaign again with the correct use case and resubmit.
CR1110	Sample message(s) reference third-party job boards	Messaging content related to third party job boards is not permitted. If the sample messages indicate that the message program will be sending this type of content, the campaign will be rejected.*
CR1111	Sample message(s) contain disallowed content - gambling	Message content related to gambling is not permitted. If the sample messages indicates that the message program will be sending this type of content, the campaign will be rejected.*
CR1112	Sample message(s) contain disallowed content - high risk financial services	Message content related to high risk financial services, such as loans or cryptocurrency, is not permitted. If the sample messages indicates that the message program will be sending this type of content, the campaign will be rejected.*
CR1113	Sample message(s) contain disallowed content - illegal substances	Message content related to federally illegal drugs, such as cannabis, is not permitted. If the sample messages indicates that the message program will be sending this type of content, the campaign will be rejected.*
CR1114	Sample message(s) contain disallowed content - SHAFT (sex/hate)	Message content related to sexually explicit or hateful content is not permitted. If the sample messages indicates that the message program will be sending this type of content, the campaign will be rejected*
CR1115	Sample message(s) contain disallowed content - SHAFT (alcohol/firearms/tobacco/vape) with no robust age gate	Message content related to age restricted goods, such as alcohol or tobacco, is not permitted without an age gate mechanism. An acceptable age gate would consist of, at minimum, a recipient entering a day, month, and year confirming their age at messaging opt-in prior to receiving messaging. If the sample messages indicates that the message program will be sending this type of content, and no age gate is in place, the campaign will be rejected. Implement age gate and resubmit.

*Campaigns rejected for disallowed content should not be resubmitted. Refer to Sinch's Disallowed Content Policy for a complete list of prohibited message content.