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