Avaya Cloud Office : Troubleshooting TCR rejection codes

We’ve put together a list of TCR rejection codes, so you know what you need to fix in your application before resubmitting.  From the section Phone System > Enhanced Business SMS > 10DLC TCR Registration you will see your registration status.  If rejected, there will be an information on the rejection reason:


 

TCR rejection codes and their meaning

Rejection code     Reason     What you need to do   601 The content you submitted for the campaign has info that doesn’t match what you’ve selected in the SMS TCR Registration form. In the SMS message details section of the SMS TCR Registration form, you must specify if your messages will include: Phone numbers Embedded links Age-restricted content Direct lending or loan agreement information   Your sample message must match your company’s work industry. If your messages will contain URLs, make sure to include the exact URLs in the sample messages.     Note: You can only select  one  work industry.   602 Your sample messages don’t match your work industry. You need to draft messages that reflect what your business does. For example, if you’re a clothing store, your messaging shouldn’t reference appointment reminders. 603, 9601, 9602, and 9603 Your website, brand name, and/or sample messages don’t match. Everything you enter in the SMS TCR application should reflect your work industry. For example, if your work industry is  Healthcare and life sciences , your message details should relate to healthcare. 611 Your keyword response messages (opt-in/START, HELP, opt-out/STOP) don’t include the required information. Update your keyword responses: Your opt-in message must include your brand name, message frequency, and SMS fee disclosures (i.e. “Message and data rates apply”). The opt-in message must inform the recipient how to opt out of receiving messages and how to receive help. Your help message must include your brand name and the website, email address, or phone number to contact for support. Your opt-out message must include your brand name, confirmation that no additional text messages will be sent to the recipient, and instructions on how to opt back in.   Note: The TCR registration form will auto-populate keyword messages, make sure you also include this additional information.   701 and 9901 One or more of your sample messages mentions marijuana or kratom.  Don’t resubmit the application . Companies that promote, sell, or otherwise reference marijuana, kratom, or similar substances, are prohibited content and have no chance of approval. 702 One or more of your sample messages mentions guns or ammunition. Don’t resubmit the application . Guns, ammunition, and related slang words are prohibited content and have no chance of approval. 703 One or more of your sample messages mentions explicit or sexual content. Don’t resubmit the application . Explicit or sexual content is prohibited and has no chance of approval. 704 One or more of your sample messages mentions gambling. Don’t resubmit the application . Gambling and any related slang terms are prohibited content and have no chance of approval. 705 One or more of your sample messages contains hate speech. Don’t resubmit the application . Hate speech is prohibited content and has no chance of approval. 706 One or more of your sample messages refers to alcohol. You can’t submit sample messages about alcohol without providing proof of age-gating (ex., date of birth entry page). 707 One or more of your sample messages talks about tobacco or vaping. Don’t resubmit the application . Tobacco-related content is prohibited and has no chance of approval. 708 One or more of your sample messages intends to generate leads to your business and/or referrals to another company that isn’t yours. Remove any language that is lead-related or referral messaging to other third-party companies from your sample message. 709 One or more of your sample messages includes information on high-risk financial services (ex., stock markets, hedge funds, crypto, NFTs, etc.) Don’t resubmit the application . You can’t use SMS messaging to generate leads for hedge funds, stock market investments, etc. 710 You’ve registered your company information, not the specific brand. If you own multiple brands, you must register the exact brand that’s sending messages. For example, if you’re a software company but also own a doctor’s office, you need to enter the doctor’s office information across your application, not information on the software company. 711 You’ve used the same Employer Identification Number (EIN) for multiple brands registered. You can only use one Employer Identification Number (EIN) for a brand. If you own multiple brands, each one should have its own EIN. 712 Your registration indicates that you’re a direct lending arrangement company. You must answer  Yes  to the form question about direct lending or loan agreements if you plan to send messages with that content. Your sample messages should clearly state that you’re a direct loan lender. 713 You didn’t use an email address with your company domain. Your email address should contain your company domain. For example, [email protected] is correct, not [email protected]. 802 You’re trying to register as a sole proprietor. If your business isn’t an official LLC or Corp you’ve registered with the IRS or Canada Revenue Agency, TCR won’t accept your application. 803 Your website has no language about users opting in to SMS. Mobile carriers require businesses to obtain recipients' consent before collecting phone numbers for SMS messaging opt-ins. If you obtain opt-in consent using a website form, the checkbox for SMS consent should be unchecked by default and not required. The consent language should read: “I consent to receive SMS from [Business Name]. Reply STOP to opt-out; Reply HELP for support; Message & data rates may apply; Messaging frequency may vary. Visit [privacy policy URL] to see our privacy policy and [Terms URL] for our Terms of Service.” 804 Your website doesn’t include anything about getting consent from customers. If you provide SMS messaging as an option (such as a ‘Contact Us’ page intake form) on your website, the page must be publicly visible.   On the website form, the checkbox for SMS consent should be unchecked by default and not required. The consent language should read: “I consent to receive SMS from [Business Name]. Reply STOP to opt-out; Reply HELP for support; Message & data rates may apply; Messaging frequency may vary. Visit [privacy policy URL] to see our privacy policy and [Terms URL] for our Terms of Service.”   805 You don’t have a privacy policy on your website or the privacy policy doesn’t comply with TCR requirements. Your website must include a privacy policy that clearly, in an easily understandable way, informs consumers what personal information is being collected, how it is used, and how it is being shared.   The privacy policy must also state that SMS consent won’t be shared with third parties.   806 Unable to verify how you’re receiving consent from customers. Your call-to-action (CTA) information for customers to opt in to your brand is unclear or missing important details. Make sure your opt-in process instructions explicitly detail where you’ll obtain consent. If you use a website form, the checkbox for SMS consent should be unchecked by default and not required. The consent language should read: "I consent to receive SMS from [Business Name]. Reply STOP to opt-out; Reply HELP for support; Message and data rates apply; Messaging frequency may vary.”   You must also include a phone number field, an optional text box for additional information, and your online privacy policy must be easily accessible from the form.   If you obtain verbal consent, provide the exact script used to ask the customer to opt in. The script must be entered word for word in the text box popup that appears when you select  We ask them verbally  in the TCR Registration form. For example, “Do you agree to receive conversational text messages from [Business Name]? The message frequency will vary and message and data rates may apply. Text HELP for help. Text STOP to cancel. Visit [Privacy Policy URL] for privacy policy and [Terms URL] for Terms of Service.” If you obtain written consent, Submit a RingCentral support case and send a copy of a signed document that includes a consent checkbox and phone number field. The consent language should read: "I consent to receive SMS from [Business Name]. Reply STOP to opt-out; Reply HELP; Message and data rates apply; Messaging frequency may vary.” 851 You didn’t include a link to an online privacy policy or verbiage for the disclosures stating that no mobile opt-in data will be shared with third parties. Your keyword responses must also comply with TCR requirements. Your website must include a privacy policy that clearly, in an easily understandable way, informs consumers what personal information is being collected, how it is used, and how it is being shared.   The privacy policy must also state that SMS consent won’t be shared with third parties.     Please also review your keyword responses:   Your opt-in message must include your brand name, message frequency, and SMS fee disclosures (i.e. “Message and data rates apply”). The opt-in message must inform the recipient how to opt out of receiving messages and how to receive help. Your help message must include your brand name and the website, email address, or phone number to contact for support. Your opt-out message must include your brand name, confirmation that no additional text messages will be sent to the recipient, and instructions on how to opt back in.   Note: The TCR registration form will auto-populate keyword messages, make sure you also include this additional information.   852 You need to include a link to a compliant privacy policy or its language, and add instructions in your brand's help message or Terms and Conditions on how to get support. Provide a link to your privacy policy or include its language to confirm that mobile opt-in data won’t be shared with third parties.   Provide a link or language in your brand’s help message or Terms and Conditions with instructions on how to get further help.   861 You need to include compliant and accurate to-action (CTA) information for customers to opt in to your brand and make sure your keyword messages include the required information. Make sure your opt-in process instructions explicitly detail where you’ll obtain consent and include a link to your Terms and Conditions. If you use a website form, the checkbox for SMS consent should be unchecked by default and not required. The consent language should read: "I consent to receive SMS from [Business Name]. Reply STOP to opt-out; Reply HELP for support; Message and data rates apply; Messaging frequency may vary.”   You must also include a phone number field, an optional text box for additional information, and your online privacy policy must be easily accessible from the form.   If you obtain verbal consent, provide the exact script used to ask the customer to opt in. The script must be entered word for word in the text box popup that appears when you select  We ask them verbally  in the TCR Registration form. For example, “Do you agree to receive conversational text messages from [Business Name]? The message frequency will vary and message and data rates may apply. Text HELP for help. Text STOP to cancel. Visit [Privacy Policy URL] for privacy policy and [Terms URL] for Terms of Service.” If you obtain written consent, Submit a RingCentral support case and send a copy of a signed document that includes a consent checkbox and phone number field. The consent language should read: "I consent to receive SMS from [Business Name]. Reply STOP to opt-out; Reply HELP; Message and data rates apply; Messaging frequency may vary.”   Please also review your keyword responses:   Your opt-in message must include your brand name, message frequency, and SMS fee disclosures (i.e. “Message and data rates apply”). The opt-in message must inform the recipient how to opt out of receiving messages and how to receive help. Your help message must include your brand name and the website, email address, or phone number to contact for support. Your opt-out message must include your brand name, confirmation that no additional text messages will be sent to the recipient, and instructions on how to opt back in.   Note: The TCR registration form will auto-populate keyword messages, make sure you also include this additional information.   9102 Your campaign description was insufficient. Make sure your business description and how you intend to use text messaging is detailed and accurate. 9103 You didn’t include the opt-in language required on your website if you use a form to collect phone numbers. If you use a website form, the checkbox for SMS consent should be unchecked by default and not required. The consent language should read: “I consent to receive SMS from [Business Name]. Reply STOP to opt-out; Reply HELP for support; Message & data rates may apply; Messaging frequency may vary. Visit [privacy policy URL] to see our privacy policy and [Terms URL] for our Terms of Service.”   You must also include a phone number field, an optional text box for additional information, and your online privacy policy must be easily accessible from the form.   9104 You didn’t provide enough details on how you obtain consent from recipients outside of your website. Provide a thorough description of how your consumer consents to receive text messages. For example, if consent is obtained via physical forms (patient intake forms, attorney retainer agreements, employee handbooks, etc.), please describe how, where, and when this process happens (it typically happens when you obtain the phone number). 9105 You didn’t provide the exact URL where the opt-in consent is obtained. Include the exact URL where opt-in consent verbiage can be found on your website. 9106 Opt-out language missing from sample messages. Edit your sample messages and make sure to include opt-out language (i.e., "Reply STOP to opt out.") in at least one. 9107 A screenshot of your SMS opt-in consent language is required. Submit a RingCentral support case with a screenshot showing where you are obtaining consent from customers to opt in to receive messages.   The checkbox for SMS consent should be unchecked by default and not required. The consent language should read: "I consent to receive SMS from [Business Name]. Reply STOP to opt-out; Reply HELP; Message and data rates apply; Messaging frequency may vary.” Additionally, your online privacy policy must be easily accessible from the form.   9108 There is no privacy policy on your website or it is not compliant. Add or edit your privacy policy to make sure it is compliant.   Your privacy policy must clearly state that SMS consent won’t be shared with third parties.   9109 The opt-in language on your website is not specific to SMS. Create a separate opt-in checkbox on your website with language specific to SMS messaging and no other forms of communication. 9110 Your website URL is missing or the URL you entered is not working. Verify you entered the correct website URL into the form and the website is active. 9112 The SMS opt-in checkbox must not be prechecked or mandatory. Edit the SMS consent checkbox on your website to make sure it is not prechecked and it is optional. 9201 You’ve included prohibited content in one or more of your sample messages. Refer to the SMS content policies to ensure your campaign doesn’t violate them. 9202 You didn’t provide an age gate for alcohol-related messages. Resubmit the application once you can show proper proof of age-gating. The best practice would be a manual entry of MM/DD/YYYY collected prior to accessing the opt-in page. Your website will be checked for age-gating. 9208 You have a lead generation or affiliated marketing company that buys, sells, or shares SMS opt-in phone numbers. Don’t resubmit the application . Your sample messages and/or privacy policies reflect lead generation/affiliate marking, which isn’t allowed. 9209 Your campaign indicates high-risk financial services marketing, lead generation, credit repair, or debt relief/collection. Don’t resubmit the application . Your messages or privacy policies reflect high-risk financial services, which aren’t allowed. 9210 Your provided information for a reseller/non-compliant KYC rather than the agency or software provider behind the brand. Ensure your campaign complies with Know Your Customer (KYC). The brand is the message sender - the EIN and company information should reflect the message sender. 9212 Your campaign appears to be a direct lending arrangement, but you didn’t indicate that in your application. Resubmit the application and specify that your messages will include information about direct lending or loan agreements. 9301 Campaign attributes don’t match your website and/or sample message content. Verify your campaign attributes match the type of content on the website and sample messages. 9302 Inconsistency between sample message and use case. Verify your sample messages match your selected use case. For example, if your use case is conversational, your sample messages must be informal and not automated. 9303 Inconsistency between website, brand name, and/or sample messages or inconsistent sample messages. Verify the website content, sample messages, and brand are all consistent. 9304 An inauthentic website can’t be verified. Your website should provide clear information about your business, including the products or services offered, physical address, and contact details. 9401 You included a public shortened URL in your sample messages. Carriers prohibit publicly shared shortened URLs (i.e., bitly.co, tinyurl.com, etc.). Please edit your sample messages and provide the full URLs. 9402 You didn’t include a URL when referencing it in your sample messages. Add full-length URLs to your sample messages. 9403 You provided incorrect opt-in/opt-out/help keywords or messages. Edit your messages to include opt-in, opt-out, and/or help keywords. 9500 Your application included a conversational campaign associated with a non-profit brand. Resubmit the application using an automated messaging campaign. 9501 Your submission was a duplicate of a previous application. No action is required. 9502 Your application included an invalid use case. Resubmit the application with a use case that aligns with your intended form of communication. 9503 You must enter at least three unique sample messages. Edit your sample messages to make sure they are unique day-to-day business activities. 9504 You submitted an invalid low-volume conversational campaign use case. Resubmit an application with a valid low-volume conversational campaign use case. 9789 and 9799 Your campaign has been suspended because it is not in compliance with RingCentral’s SMS content policies. Resubmit an application in compliance with the SMS content policies.

 

Additional rejection Scenarios

Confirm your legal business information

TCR checks your business information against what you’ve submitted to a state or federal government during initial registration. You can review the IRS SS-4 letter you received from the government and compare it to your details in the TCR form:

1. Legal business name
2. Tax ID/EIN
3. Business address
   • 

If you don’t have a copy of your SS-4, you can request another copy from the IRS. If you haven’t registered with your state or federal government, you’ll need to do so before registering with the TCR.

Your  opt-in, opt-out, and help messages are too vague, copied from someone else

When you run an SMS campaign, the TCR requires you to provide customers with keywords to opt-in, opt-out, or get help. In addition to the keywords, you must provide an example sentence you plan to send to a customer for each action. The message examples must be between 20-320 characters.

You can’t register without providing each of these message types. These are the most common keywords and messages your business can use in campaigns to send customers.
 

Message type	Keywords	Sample message
Opt-in	START, SUBSCRIBE	Thanks for subscribing to receive notifications and alerts from Acme Business. Reply STOP to unsubscribe, reply HELP for help
Opt-out	STOP, UNSUBSCRIBE	You have been successfully unsubscribed. You will no longer receive messages from Acme business. Reply START to resubscribe.
Help	HELP	Thank you for contacting Acme Business. Someone will reach out to you via phone call shortly.

You have missing or incomplete sample messages

You need to provide the TCR with three unique sample messages. These messages inform TCR of how you plan to communicate with your customers. Our guidelines provide specific examples to give you an idea of what to submit. Go to our Setting up TCR registration article, click the Campaign tab, and scroll down to Obtaining consent for more information.

You can’t include prohibited content in your sample messages.

• Information that violates our terms of service, including the acceptable use policy
• Pornographic or adult entertainment promotions
• Harassing, defamatory, libelous, deceptive, or fraudulent content
• Content on controlled substances under federal law
• Third-party affiliate/lead generation links
• Misleading links
• Written to evade mobile carriers’ legal policies (e.g., misspelling, uncommon capitalization, etc.)

 

You provided a shortened public URL

If you plan to include a link in your messages, you can’t use a publicly shortened URL (ex., bit.ly/1234).  We recommend creating shortened links based on your domain.

For example, if we wanted to include a shortened link in our SMS messages, we might create a link with the URL address https://ringcentr.al/3KGgyb5. TCR would accept this link because it includes our brand name and counts as a shortened link.
 

You didn’t provide legal acknowledgment

You must check the box acknowledging you’ve read and accepted the RingCentral SMS Policy and CTIA A2P guidelines. If you don’t check these boxes, TCR will reject your application automatically.

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