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.
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