TCR Campaign Submission Troubleshooting Guide

Introduction

If your TCR campaign registration is rejected, don’t worry. Most rejections can be resolved with a few simple updates.

This guide explains:

• Why your campaign was rejected
• What the rejection message means
• How to fix the issue
• What to review before resubmitting

Before You Resubmit

Review these common requirements first:

• SMS consent must be optional
• Terms & Conditions and Privacy Policy must be publicly accessible
• Your business name must appear in sample messages
• At least one sample message must include: Reply STOP to opt out
• Any website links included in your campaign must be functional and publicly accessible
• Your campaign description, opt-in process, and sample messages must all describe the same use case

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Call-To-Action (CTA) Verification Rejected

Issue Verifying Call to Action Error Message

“The campaign submission has been reviewed and rejected due to issues verifying the Call to Action (CTA) provided for the campaign.”

Why this happens

The consent methods described in your campaign registration do not match the consent methods described elsewhere in the submission.

Example

Your campaign description says:

Customers opt-in through our website and during in-person meetings.

But the “How do end-users consent to receive messages?” section only describes website opt-in.

How to Fix It

Update your consent details to explain every opt-in method you use:

• Website opt-in
• Verbal consent
• In-person consent
• Paper forms
• Event registrations

OR remove references to consent methods you are not using.

Example Verbal Consent Explanation

If collecting verbal consent, you may use language similar to the following:

Customers provide verbal consent to receive SMS messages from [COMPANY NAME] during a meeting or direct conversation with their agent. Before obtaining consent, the agent asks:

“Can I have your permission to send you text messages regarding [service/account updates]? Message frequency varies, and message and data rates may apply. You can reply STOP at any time to opt out, or HELP for support. You can view our Privacy Policy and Terms & Conditions on our website at [WEBSITE LINK]. Consent to receive text messages is optional and is not a condition of receiving our services. Is that okay?”

If the customer verbally agrees, the agent records the customer’s consent and sends a one-time opt-in confirmation message to the mobile number provided by the customer. The confirmation message identifies Capital Preservation Group and asks the customer to reply YES to confirm consent. It also states that message frequency varies, message and data rates may apply, provides STOP and HELP instructions, and includes links to the Terms & Conditions and Privacy Policy.

No ongoing SMS messages are sent unless the customer replies YES to confirm consent. If the customer does not reply YES, no further SMS messages are sent.

After confirmation, customers may receive customer care messages related to their relationship with Capital Preservation Group, including appointment reminders, scheduling updates, and follow-ups. Customers may reply STOP at any time to opt out or HELP for assistance.

Tip

Tip: Verify that you submitted the Contact Us form used for SMS opt-in, not another form or link on your website. Only submissions through the designated Contact Us form are recognized for TCR registration.

Consent Is Required to Receive Services Error

Error Message

“The campaign submission has been reviewed and rejected because consent cannot be a required condition for service or transaction completion.”

Why This Happens

Your website makes SMS consent mandatory if users cannot submit the form unless the SMS checkbox is selected.

Requirements

• Your SMS checkbox must:
• Be separate from other consents
• Be unchecked by default
• Be optional
• Allow users to submit the form without opting into text messages

How to fix it

• Confirm that users are able to submit your Contact Us form without checking the sms opt-in.

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Rejection Types

Description

Error Message	What It Means	Try This
’DESC_VAGUE’	Description lacks specificity about who receives messages and why.	Include your target audience and business context.
‘DESC_MULTI_PURPOSE’	Description lists multiple unrelated purposes.	Focus on your primary use case to match the LOW_VOLUME category.'
'DESC_NO_TRIGGER’	Description does not explain what triggers a message.	Specify events like “appointment reminders 24 hours before” or “policy renewal notices.

Samples

Error Message	What It Means	Try This
SAMPLE_NO_BRAND	Sample messages do not include your registered business name	Add your company name to identify the sender.
SAMPLE_GENERIC	Sample messages are too generic and could apply to any business.	Include details specific to your company and services
SAMPLE_USE_CASE_MISMATCH	Sample message content does not match the declared use case.	Ensure samples reflect the messaging described in your description.
SAMPLE_ONLY_OPTIN	All samples are opt-in confirmation messages.	Include at least one sample of actual campaign content (e.g., an appointment reminder).‘,
SAMPLE_ONLY_OPTOUT	Samples only contain opt-out confirmations.	Include examples of the actual messages you will send to clients.
SAMPLE_NO_OPTOUT	No sample includes opt-out instructions	Add “Reply STOP to opt out” to at least one sample message

Opt-in / Message Flow

Error Message	What It Means	Try This
OPTIN_ASSERTS_NOT_EXPLAINS	Message flow states that consent exists but does not explain how it is obtained.	Describe the specific opt-in mechanism.’,
OPTIN_NO_URL	No URL provided for the web-based opt-in form.	Include the specific page where customers consent to receive messages
OPTIN_VAGUE_MECHANISM	Opt-in mechanism is too vague to verify.	Specify where and how customers provide SMS consent (e.g., “checkbox on example.com/contact”)
OPTIN_OFFLINE_NO_DOCUMENTATION	Verbal or paper consent is claimed without describing how it is documented.	Explain your record-keeping process
OPTIN_MISSING_DISCLOSURE	Opt-in flow is missing required disclosures.	Include message frequency, “message and data rates may apply,” and opt-out instructions.‘
Marketing consent combined with other consents	Based on the review, the main issue is with the opt-in process for marketing messages. According to A2P 10DLC guidelines, if your campaign includes both service-related and marketing/promotional messages (a “mixed use case”), you must provide a separate, clearly labeled checkbox for marketing consent.	What you need to do: 1. Update your website’s opt-in form to include a second, optional checkbox specifically for marketing/promotional SMS consent. 2. Ensure this checkbox is not pre-checked and is not required to submit the form. 3. Clearly label the checkbox to indicate it is for marketing messages. 4. Make sure your Privacy Policy and Terms of Service links are included and easily accessible in the opt-in flow.

Cross Field Consistency

Error Message	What It Means	Try This
CROSS_USE_CASE_SAMPLE_MISMATCH	Declared use case does not match the intent of your sample messages	Align your samples with the described purpose.
CROSS_BRAND_NAME_INCONSISTENT	Brand name in sample messages does not match the registered business name.	Use your exact registered name.
CROSS_DESCRIPTION_SAMPLE_MISMATCH	Description and sample messages describe different types of content	Ensure they tell the same story.
CROSS_OPTIN_DESCRIPTION_MISMATCH	Opt-in mechanism does not align with the customer journey described	Ensure consistency between message flow and description.
CROSS_WEBSITE_OPTIN_MISMATCH	Website domain in the opt-in description does not match your registered brand domain	Correct any inconsistency,

Financial Services

Error Message	What It Means	Try This
FIN_USE_CASE_CATEGORY_WRONG	A financial advisory business should typically use LOW_VOLUME or CUSTOMER_CARE, not a marketing category.

Privacy Policy

Error Message	What It Means	Try This
PRIVACY_THIRD_PARTY_SHARING	Privacy policy does not address the prohibition on sharing SMS consent data with third parties	Add additional language to your privacy policy
PRIVACY_GENERIC	Privacy policy appears to be a generic template that does not specifically address SMS or text messaging.	Add additional language to your privacy policy
PRIVACY_BUNDLED_OPTIN	SMS opt-in consent is bundled with other unrelated consent requirements.	SMS consent must be separate and voluntary.
PRIVACY_MISSING_SMS_DISCLOSURE	Privacy policy does not disclose your SMS messaging program or mention text messaging.	Add additional language to your privacy policy
PRIVACY_NO_THIRD_PARTY_CLAUSE	Privacy policy is missing the required clause: “No mobile information will be shared with third parties for marketing purposes.”	Add this to your privacy policy “No mobile information will be shared with third parties for marketing purposes.”’

Terms and Conditions

Error Message	What It Means	Try This
TOS_NO_SMS_TERMS	Terms and conditions page has no dedicated section for SMS or text messaging terms.	Update your Terms and Conditions.
TOS_BUNDLED_OPTIN	SMS consent is bundled with general terms acceptance.	Consent to receive texts must be separate from agreeing to terms.
TOS_MISSING_CARRIER_DISCLAIMER	Terms are missing the required carrier disclaimer.	Add “Message and data rates may apply.”

Invalid Website URL (Error Code 30891)

What this means: The campaign submission was rejected because of unverifiable website.

Why did this happen: Reasons why a website is unverifiable include—

• An invalid URL was provided during the registration process
• The website associated with the campaign is not functioning or is inaccessible
• Opt-in flow is not found on website provided.
• Lack of proper indication in the campaign description if the registration pertains to a pre-launch website.

Try this: Verify that the provided website(s) are accessible and are functioning correctly. If the website(s) are geographic specific, please indicate this in the campaign description and provide a link to a screenshot. If opt-in occurs on website, provide the direct link in the Message Flow Field; or, if opt-in is collected through a paper form or behind a login, supply a hosted link to an image of the opt-in.

Note

📌 Note: Please note: If you wish to include any hyperlinks in your text messages, you MUST provide the valid link so the 3rd-party reviewer can confirm the link does not redirect to a prohibited site or violate terms of service.

Website URL Validation Issue (Error Code 30907)

What this means: The campaign submissions was rejected because the provided website URL does not match the Brand and Campaign registered

Why did this happen: This could have occurred if the website URL submitted does not correspond to the Brand information or the campaign’s intended use as registered; or, if there is a discrepancy between the Brand details and the campaign details on provided website.

Try this: Confirm the website content aligns with the registered Brand and Campaign details; and update website URL to the correct URL (if entered incorrectly).

Note

❌ Failed Example: If you indicate that your contacts opt-in to messages via the website, but provide a website address that does not function, your campaign will be rejected.

Invalid Brand Support Email (Error Code 30881)

What this means: The campaign was rejected because the support email is invalid.

Why did this happen: The support email is either invalid or associated with a public domain email (ie, gmail.com, yahoo.com, hotmail.com)

Try this: Verify that brand support email is valid and not associated with a public domain email.

Note

❌ Failed Example: You register a brand as Acme Inc, but you provide an email address with a public domain such as jdoe@gmail.com

The Failed example does not include an email address associated with the brand. Instead of jdoe@gmail.com, use a professional email address associated to your domain jdoe@acme.com

✅ Successful Example: “You have successfully been unsubscribed from Acme Corporation. You will not receive any more messages from this number.

Compliant Privacy Policy Required (Error Code 30908)

Caution

🚨Warning: Both a Terms and Conditions policy and a Privacy Policy are pre-requisites. You MUST have both to register your campaign, no exceptions.

What this means: The campaign submission was rejected because a compliant privacy policy cannot be verified or was not included.

Why did this happen: Possible causes of having a campaign rejected due to a Compliant Privacy Policy Requirement error include:

• Missing Privacy Policy: a compliant privacy policy was not located on the website provided or Message Flow during the review process.
• Policy Inconsistencies: discrepancies in the provided privacy policy such as multiple privacy policies.
• Mobile Information Sharing: Privacy policy indicates end-user mobile information is shared with third parties/affiliates.

Try this:

1. Verify privacy policy is accessible to end-users and meets the compliance standards for the collection and use of mobile phone numbers for messaging.
2. Include a direct link to the privacy policy within the Message Flow. Once you have made a change to address the privacy policy error, please resubmit the campaign for review.
3. Ensure that Privacy Policy states that no mobile information will be shared with third parties/affiliates for marketing/promotional purposes.

Tip

🔎 Tip: A compliant Privacy Policy must state that no mobile information will be shared with third parties/affiliates for marketing/promotional purposes. Information sharing to subcontractors in support services, such as customer service is permitted. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.