Sinch Community

Here are the top reasons Sinch may reject your campaign, and what you should do to avoid them:   Insufficient opt-in: This means that you failed to convey how you get consent from the end user to send messages. Make sure you show the opt-in from the end-user's perspective. For example, if your opt-in happens to be online, you must specify where on the website the opt-in occurs and showing clear and visible language where the customer understands giving their phone number means they are signing up to receive SMS. Opt-in language in Terms & Conditions or Privacy Policy is NOT considered compliant opt-in.  End-business and ISV/Reseller information mismatch: This means you as an ISV (Independent Software Vendor) are providing messaging services on behalf of the actual end-business and filling your information rather than the client, whose business/brand will be on the actual messages. ISV/Resellers would need to provide your client's business information instead of your own when filling out the TFN Verified Sender Form.  Insufficient privacy policy: This means it's not clear in your privacy policy that you won't share or sell the end user's personal info to a third party for marketing purposes. It is important to review a business’s privacy policy (if present on the business’s main website) to ensure all applicable messaging terms and conditions (e.g., how to opt-out, customer care contact information,...etc.) are covered.    If Sinch rejects your Toll-Free Verification, we will provide a rejection reason with further explanation. In most cases, after addressing the reason for the rejection, you can resubmit your campaign to Sinch for review. Refer to Why was my Toll-Free Verification rejected and can I resubmit? article for a detailed explanation of these rejection(s) and corrective action(s).  ... View more

Each of the below are rejection reasons due to forbidden messaging categories and are therefore ineligible for resubmission for Toll-Free Verification.    Please note that in addition to Toll-Free Messaging content restrictions, any use cases that violates Sinch’s A2P Messaging in the United States & Canada - Disallowed Content policy are not allowed, regardless of number/sender type or destination country.    Rejection Category  Rejection reason  Content Violation - SHAFT - Sex - Not Eligible for Resubmission  Submission included content such as nudity, pornography, sex toys, or other adult content  Content Violation - SHAFT - Hate - Not Eligible for Resubmission  Submission included speech that is hateful, profanity, violent, incites violence, or similar speech  Content Violation - SHAFT - Firearms - Not Eligible for Resubmission  Submission included: Firearms, Ammo, Gun Ranges (Common for guns to be sold at Gun Ranges)  Content Violation - SHAFT - Tobacco / Vape - Not Eligible for Resubmission  Submission included products such as: Cigarettes, Cigars, Tobacco Products (Chew, etc.), Vape, Vape Juice, or similar items  Content Violation - SHAFT - CBD/Marijuana - Not Eligible for Resubmission  Submission included products such as: Cannabis, Marijuana, CBD, THC, Hemp or similar items  Known Spam Campaign - Not Eligible for Resubmission  Spam/Fraud team has flagged the number/business/traffic for spam or fraud  Disallowed Content - Loan Marketing - Not Eligible for Resubmission  Submission includes mortgage, auto, student, personal, payday or other loans being marketed  Disallowed Content - 3rd Party Debt Collection - Not Eligible for Resubmission  Submission includes information around the practice of hiring a 3rd party agency or company to collect unpaid debts on behalf of a creditor.  Disallowed Content - Gambling - Not Eligible for Resubmission  Submission includes Casino, Betting, or Gambling  Disallowed Content - Sweepstakes - Not Eligible for Resubmission  Submission includes sweepstakes, contests, or other prize awards  Disallowed Content - Stock Alerts - Not Eligible for Resubmission  Submission includes information around stock, the stock market, and similar content  Disallowed Content - Cryptocurrency - Not Eligible for Resubmission  Submission includes Cryptocurrency, NFTs, Block chain and other similar currencies  Disallowed Content - Risk Investment - Not Eligible for Resubmission  Submission represents a fiscal transaction where end users are promised a return on initial investment  Disallowed Content - Debt Reduction - Not Eligible for Resubmission  Submission includes content about consolidating or reducing debt  Disallowed Content - Credit Repair - Not Eligible for Resubmission  Submission includes content about repairing/improving credit  Disallowed Content - 3rd Party Lead Generation - Not Eligible for Resubmission  Terms and Conditions and/or Privacy Policy pages states personal customer information is shared outside of the end business with Partners, Affiliates, 3rd Parties or other businesses that the mobile user has not directly opted in to receive SMS or have their information shared with, not only for Customer Care purposes but also for Marketing.  Disallowed Content - Federally Illegal Substances - Not Eligible for Resubmission  Any federal illegal substances in the US and Canada  Known Phishing Campaign - Not Eligible for Resubmission  Spam/Fraud team has flagged the number/business/traffic for phishing campaigns  High Risk - Fraud - Not Eligible for Resubmission  Spam/Fraud team has flagged the number/business/traffic for spam or fraud  High Risk - Deceptive Marketing - Not Eligible for Resubmission  Submission was assessed for deceptive marketing tactics such as: Deceptive Work-From-Home programs, Risk Investment Opportunities, Pyramid Schemes, “Get Rich Quick”, “Build Your Wealth” and “Financial Independence” offerings.  ... View more

If your Toll-Free verification request fails for eligible reasons, you can correct and resubmit your request. For a full list of eligible rejection reasons see below. If eligible, you can resubmit your Toll-Free verification after correcting the identified content violation.    Rejection types eligible for resubmission  Each of the following below are rejection reasons for TFN Verification. To resolve these issues, please take the corrective action(s) outlined in the table below, and then re-submit your Toll-Free Verification request with the updated information.   Rejection category  Rejection reason  Correction needed  Content Violation - SHAFT - Alcohol with no robust age gate - Eligible for Resubmission with robust age gate  Age gate on site or in submission was similar to:  “Are you 21+”   “Click Yes or No”  Changing the Age gate to be collecting the Birthday in the form of Month/Day/Year. Alcohol-related content is allowed in the US only for TFN. The minimum legal drinking age is 21 in the US.    Example: Please Enter Your Birthday: MM/DD/YYYY Campaign Violation - Age Gate Not Present / Not Acceptable - Eligible for Resubmission with Robust Age Gate implemented  Age gate on site or in submission was similar to:  “Are you 18/21+”   “Click Yes or No”  Changing the Age gate to be collecting the Birthday in the form of Month/Day/Year.    Example: Please Enter Your Birthday: MM/DD/YYYY  High Risk - Public URL Shortener - Correct to branded URL domain  URL link is a free public domain link associated with high abuse rates  Update URL link to show brand or paste full unshortened link to website    Example: http://bit.ly/12345 -> https://sunshinecafe.com/12345  High Risk - Non-secured URL - correct to https://  Rejected for insecure URL in message contents - only secure URL links may be sent for A2P Messaging  Adding the https protocol    Example: sunshinecafe.com -> https://www.sunshinecafe.com  Missing Information - No messages samples provided  Sample messages field was filled with “N/A”, “see attached” or not included.  Submission should include sample messages of the content that the end-user/mobile handset will be receiving in the SMS.  Include SMS messages that the end business will be sending out to the customer’s mobile handset.    Example:  "Sunshine Cafe: Welcome to Sunshine Cafe Alerts. Msg freq. varies. Msg & Data rates may apply. Reply STOP to end or HELP for help." "Thank you for being a loyal customer of Sunshine Cafe. Enjoy 10% off your next order. Reply STOP to opt out."  High Risk - No Business Name (Branded) in the Messages Samples Provided = SPAM  The message samples provided are not branded with the business name, which may be flagged as spam and/or have the number blocked with the wireless carriers.  Check if the Business Name is included in the message samples and every message to avoid the number from being filtered or blocked with the wireless carriers.   Example: "Sunshine Cafe: Welcome to Sunshine Cafe Alerts. Msg freq. varies. Msg & Data rates may apply. Reply STOP to end or HELP for help." "Thank you for being a loyal customer of Sunshine Cafe. Enjoy 10% off your next order. Reply STOP to opt out." Invalid Information - Can't Verify Business Information - Correct Business Information / Address / Contact / URL - Eligible for Resubmission  End-user business information could not be verified, was not provided, is not valid  Check if the end-user business is registered in their country/state’s database and provide the end business information in all fields    Example:   ISV/Reseller: GrubStop LLC  Business Name: Sunshine Cafe  Corporate Website: https://www.sunshinecafe.com  Business Address: 123 4th St, Suite 100  City: Orlando  State: Florida  Zip Code: 32812  Country: United States  Business Contact First Name: John  Business Contact Last Name: Doe  Business Contact Email: jdoe@sunshinecafe.com  Business Contact Phone Number: 555-555-5555 Please see this page for more information on checking a business address and registration status: 10DLC, Toll-Free and Short Code Number Brand Identity Resources Invalid Information - Can't Validate URL - Website is not accessible / not available - Eligible for Resubmission  Corporate URL link/Website provided did not resolve, is not yet live, says “Coming Soon”, password protected, 404 error… etc.  Ensure the Corporate URL link/Website is live, working, and publicly accessible    Example: https://www.sinch.com/  Invalid Information - ISV Contact Information Provided, Need Assigned End User - Eligible for Resubmission  Business information provided is an ISV (ISV (Independent Software Vendor/Reseller) and not the actual business name that will be on the TFN’s welcome/confirmation message, HELP message, or STOP message.  Providing the end-business name, address, first and last name contact, email address, and URL link that will be directly engaging with the SMS subscriber/mobile handset    Example: ISV/Reseller: GrubStop LLC  Business Name: Sunshine Cafe  Corporate Website: https://www.sunshinecafe.com  Business Address: 123 4th St, Suite 100  City: Orlando  State: Florida  Zip Code: 32812  Country: United States  Business Contact First Name: John  Business Contact Last Name: Doe  Business Contact Email: jdoe@sunshinecafe.com  Business Contact Phone Number: 555-555-5555  Opt-in - Not sufficient for campaign type - Express Written Consent Required - Eligible for Resubmission  Use case is Marketing/Promotional, but does not show express written consent in the opt-in  Express written consent is when someone explicitly agrees, either in writing or digitally, to receive marketing/promotional messages such as calls or texts.    This approval cannot be part of a transaction, terms of service, or privacy policy page. It must be a stand-alone approval for sending SMS messages when user signs-up.    Example:  “By entering your number, you agree to receive marketing and promotional messages from [Business Name] at the number provided and agree to [Business Name] terms and privacy policy at [link]. Message & data rates may apply. Reply STOP to cancel. Reply HELP for info." Please see this page for more information on opt-in requirements: What opt-in documentation is required for Toll-Free sender verification?  Opt-in - Consent for messaging is a requirement for service - Eligible for Resubmission  Opt-in provided does not include language that the mobile user is consenting to receive SMS messaging. Users signing up their email address is not consent for SMS.  There must be clear and visible language where the customer understands giving their phone number means they are signing up to receive SMS.   At a minimum, the user must be informed something like "By entering your number, you agree to receive text messages…" upon sign-up.     This does not include the customer simply providing their phone number as part of a transaction, filling out a form, agreeing to their T&Cs or Privacy Policy etc.    Please see this page for more information on opt-in requirements: What opt-in documentation is required for Toll-Free sender verification?  Opt-in - No opt-in provided - Eligible for Resubmission  Opt-in field was left blank, filled with “N/A”, “see attached” - but not included  Opt-in image/URL does not show where or how the handset end user opts in to receive SMS  “Opt-in” is part of Terms of Service or Privacy Policy  Opt-in links provided are behind login/password secure links  Opt-in links are expired or private such i.e. Google Drive  Opt-in links provided go to a page where information needs to be filled into progress through. i.e Job Application form where information needs to filled in to progress to opt in page  Opt-in field includes only “Online”, “Text to Join”, “Keyword”  Opt-in image provided was not clear/high resolution enough for consent language to be read  No verbal script provided if opt-in is done in person or over the phone  For Bulk CSV files - opt in URL link was not provided on the CSV file  Provide the opt in collected showing the approval and consent from the end user to receive SMS to their mobile handset.  Provide updated opt in that is outside of terms or service or privacy policy.  Provide active and publicly accessible opt-in URL links.  Provide URL link or screenshot, provide the keyword and where the end user finds this keyword, etc.   Provide as much detail as possible with screenshots, pictures of POS, pictures of signage with Keywords or other means to show how the user opts in to their mobile handset.  Provide a clear and readable image for opt in assessment.  Provide a verbal script and detailed process on the opt-in showing and explaining how approval and consent from a user is done through in-person or telephone conversations.  Provide the opt in URL link on the Bulk CSV file  Please see this page for more information on opt-in requirements: What opt-in documentation is required for Toll-Free sender verification?  Opt-in is shared with 3rd Parties - Remove language for information sharing / Add language that opt-in is not allowed - Eligible for Resubmission  Opt-in language and/or Privacy Policy page includes that SMS will come from another business the customer is signing up with but also from other affiliates, partners, etc.  Opt-in must be 1-to-1, can't be shared with 3rd parties, and can't be implied. Update Opt-in language and Privacy Policy to make it clear that users’ personal info. will not be shared or sold to third parties for the purpose of marketing and/or sweepstakes.   Example statement: "No mobile information will be shared with third parties/affiliates for marketing/promotional/sweepstakes purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties."  Campaign Violation - Single Number Used for Multiple Businesses - please assign a TFN per business - Eligible for resubmission  One number is being used to send messages for multiple businesses. VSFs should be submitted for one TFN per end business  Get 1 number for each business    Example:  1-833-000-0001: Sunshine Cafe  1-833-000-0002: Jane’s Carwash  1-833-000-0003: John’s Pizza Shop  Additional Information Requested - Justification for more than 5 numbers / business  More than 5 numbers listed with the same business name and address  Explain why 1 business at 1 location/address needs more than 5 numbers. Are they for different agents at one location? Are they used for different departments in a single location? Different locations (like a franchise) - if so, provide the address to each location    Example:  1-833-000-0004: ABC Bank - Chicago  1-844-000-0005: ABC Bank - Seattle  1-855-000-0006: ABC Bank - Austin  1-866-000-0007: ABC Bank - Miami  1-877-000-0008: ABC Bank - Los Angeles  1-888-000-0009: ABC Bank - Boston  ... View more

Toll-free verification compliance guidance is based on the CTIA Messaging Principles and Best Practices document.  By complying with the principles provided here, the toll-free sender verification process should be straightforward and your toll-free campaigns should run without issue.   Note: If your toll-free number (TFN) has significant reported end user complaints, some wireless operators may slow down or suspend your campaign or numbers to prevent unwanted messaging on the toll-free network.    Below are specific requirements you must apply to any TFN verification request. Think of this as a checklist of things you should comply with in order to keep your messaging from getting flagged as spam, and to ensure your toll-free verification request is approved in a timely manner.  While it may not work 100% of the time, a thorough authenticity check can help you identify red flags early on for businesses who may intend to send spam and/or phishing text messages. All the below demonstrates the veracity of the business owners, thus strengthening their credibility and legitimacy for compliance standards within the A2P Messaging Industry.   Business Information: Business name, address and contact info should correspond to the company who will be responsible for the content of the message.  The business name should be the same name that is in the production message content, such as the confirmation message and HELP auto response messages and other production message content. Is the business legitimate? Does the business have a physical office address (not a resident's home address)? Is the business registered in their state or country's database? You can check a business registration status found in 10DLC & Toll Free Number Brand Identity Resources for reference. You can search a business in Better Business Bureau to see if the business is accredited in North America. Is the business a sole proprietorship or partnership? Sole proprietorships or partnerships should use DBAs ("doing business as") if they want to designate the company name as something other than the last names of the company’s owners. Example: "Summer Sprinkler Systems Inc." dba "John's Plowing Specialists" Is all required information for the end business (not ISV/Reseller) provided? What information is required for Toll-Free sender verification? Is the business considered an ISV (Independent Software Vendor) or Reseller? ISV/Reseller should NOT provide their own business info. for Toll-Free sender verification. TFN Verification is for the end business. What business contact information should I provide for Toll-Free sender verification? Is the business website the URL of the end business/content creator (not ISV/Reseller) Is the website accessible to the public and displaying the content on the business website?   Expected Message Volume per Month: Is there an estimated amount provided on how many messages the end-business intend to send every month?   Use Case Summary: Clear, understandable program description, does it match the supplied message flow? Explanation on exactly what service the program is providing to its customers and the purpose of the brand's messages (i.e. appointment reminders, OTP alerts, etc.). The more descriptive the better it is to prevent push back and processing delays with verification. What are some use cases for a TFN? Multiple TFNs listed? Does the use case summary provide an explanation on why the brand needs more than 5 numbers? Typical business cases for multiple TFNs include multiple store locations, contact centers, regional coverage or testing environments for the various stages of their development cycle (Dev Test, QA, UAT, and Pilot). Verification supports up to 5 toll-free numbers for a single entity without needing to provide an explanation. How many Toll-Free numbers can I submit for verification?  Testing/Internal Employee Use Cases: Must be clear that the messages will be for testing or for the end-business's internal employees only. Example statements:  “Internal SMS/MMS testing only" "Internal testing only – no production traffic" "Text messages will only be sent to (Business Name)'s internal employees and no production traffic will be sent out to the public"   Ineligible Use Cases: Not all uses cases are allowed for business messaging. Deceptive, fraudulent, unwanted, or illicit content is not allowed. What content is not allowed to be sent from a Toll-Free number?   Content Messages: Ensure the Program (brand) name is included in every message. Do not include public URL shorteners (like bit.ly links) in message content What are some of the best practices when it applies to Toll-Free Messaging?   Opt-In Description ("Call to Action"):  The opt-in description should clearly describe how the business obtains the end user’s phone number in order to send a text message. The opt-in description must be specific – not “through the website”, or “over the phone”. Provide a link to, image of, or scanned copy of opt-in mechanism. What opt-in documentation is required for Toll-Free sender verification? Opt-in consent must be specific to the end business sending the message. Lead generation is not permitted. End users can only grant one-to-one consent to a particular message sender individually. A business cannot share opt-in consent with other entities.  Marketing/Promotional Use Cases For marketing use cases, it’s important that users have opted-in to receive marketing content via express written consent (ex. checkbox on online form). Example Marketing/Promotional opt-in: OTP/2FA Use Cases For One-Time-Passcode (OTP) and Two Factor Authentication (2FA) use cases, it’s important that users have opted-in to receive OTP/2FA content via informed consent in which the end user’s phone number is obtained/the end user is informed they will be receiving a text message at the phone number they provide. Example 2FA opt-in:     Terms and Conditions/Privacy Policy: It is important to review terms and conditions documents to ensure all applicable messaging terms and conditions (e.g., how to opt-out, customer care contact information, and any applicable privacy policy) are covered. It should be clear from privacy policy documents that the end user’s personal info will not be shared or sold to third parties for the purpose of marketing, especially if found on the business's website within their global privacy policy page. Example statement for inclusion in privacy policy: “No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties."   Reference article - CTIA Messaging Principles and Best Practices ... View more