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What if my TCR Campaign was Rejected?

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Emily Myers
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All TCR campaigns are subject to a manual review process by the downstream Direct Connect Aggregator (DCA). During this review, DCA will look at your campaign submission to ensure that the opt-in process and privacy policy are compliant with CTIA guidelines. If they cannot verify this, the DCA / TCR will issue a rejection. 

If your TCR campaign shows as Rejected, don't worry! This article will go over the most common rejection reasons and how to resolve them. After making the recommended changes, you can submit a new TCR campaign in Hustle. Email support@hustle.com with any questions; we are here to help you get this resolved as quickly as possible 🙌 

 

Please note: A rejection will increase the overall timeline to campaign approval. We strongly advise that you take the recommended steps as quickly as possible, and reach out to support@hustle.com for any help needed. 

 

Skip to rejection reason: 

 

803: Need Opt In Language on Website

Explanation: If you received this rejection reason, then you indicated in your campaign registration that you collect opt-ins via the website, but during the manual review TCR found that forms collecting phone numbers on the website provided did not include opt-in language.

Opt-in language means clear and explicit notice on all forms collecting phone numbers that filling out this form means you are opting in to receive text messages from the organization.

For example:  "By providing your cell phone number, you agree to receive calls and texts to your number from <Organization>  on issues and ways to get involved. Msg frequency varies. STOP to quit. Msg and data rates may apply. <Link to Privacy Policy>" 

 

Resolution: Ensure that all forms collecting information on the provided website have opt-in language, then submit a new campaign registration in Hustle. 


If opt-in language exists on your website, please reach out to support@hustle.com and share us the URL to your opt-in forms with clear opt-in language, as well as the URL to your Hustle admin panel. 

 

804/806: Insufficient Opt-In Methods 

Explanation: Based on the information provided in the registration, TCR was unable to verify - they need a link to a working website or complete CTA information if opt-in occurs outside of the website. If you indicated in the registration that you collect opt-ins via the website, TCR was unable to find a place on the website where folks can opt-in to receive text messages. Or if you indicated opt-in occurs elsewhere, the information included was not sufficient for TCR to verify. 

Resolution: Submit a new campaign registration in Hustle - if collecting opt-ins via the website, please provide a working website link to the page where opt ins are collected in your campaign registration. In Section 3 Contact Opt In Methods, provide a clear and concise description of how an end user signs up to receive messages. Please note that opt-in must be 1 to 1, can't be shared with third parties, and can't be implied. For examples of compliant opt-in methods based on campaign approvals, check out The 10DLC Prep Checklist. 

If there is a place to collect opt ins on the website, please email support@hustle.com with a direct link to where opt-ins are collected, and the URL to your Hustle admin panel. 

 

805 Rejection: Privacy Policy

Explanation: If you indicated in the campaign registration that you collect opt-ins via the website, TCR requires there be a compliant privacy policy clearly available on the site. 

Per 5.2.1 of the CTIA Guidelines, message senders are to maintain a privacy policy that is easily accessed by the consumer. It should be referenced in Section 3 Contact Opt-in Methods. We recommend linking directly to your Privacy Policy in the campaign registration. TCR may reject a campaign for this reason if there is no privacy policy present OR if the privacy policy is non-compliant. Privacy policies are generally non-compliant if they indicate that the organization shares consumer information with third-parties for marketing purposes. 

If your brand does engage in information sharing with third parties, we recommend adding language to your privacy policy to specify that text messaging is excluded. For example: "Text messaging opt-in is excluded from information sharing with third parties."

Resolution: 

Ensure your website has an easily accessible privacy policy. If it does, check the policy for any language that indicates the sharing of consumer information with third-parties. If your organization does share information with third-parties, you may need to add a disclaimer to the policy to specify that text messaging opt-in is excluded from the information sharing. Once this is in place, submit a new campaign registration in Hustle.

Check out The 10DLC Prep Checklist for more information on privacy policy requirements & resources ✨!

If your website already has a compliant privacy policy or you are unsure of the issue with your privacy policy, please reach out to support@hustle.com with a link to your privacy policy and the URL to your Hustle admin panel. 

 

 

611: Opt in/out confirmation communications

Explanation: TCR found missing information in your keyword response messages.

Resolution: Please update your keyword response messages and re-submit your campaign:

  • The opt-in confirmation message must contain the brand name, instructions on how to request help, message frequency, "message and data rates may apply" disclosure, and instructions on how to opt-out.
  • The HELP response must include the brand name and a toll-free number, email, or website where the consumer can reach out for help.
  • The STOP/opt-out confirmation message must contain the brand name, confirmation of opt-out, and confirmation they will receive no further messages.

 

851: Privacy Policy Disclosure Communications

Explanation: TCR found missing information in the Privacy policy disclosures.

Resolution:

  • Update your privacy policy to meet compliance requirements and make sure to include a statement that mobile opt-in data will NOT be shared with third parties. 
  • Please ensure your keyword responses are compliant with the requirements listed in rejection code 611.

852: Missing Privacy Policy/Terms & Conditions Disclosure in Communications

Explanation: TCR found a non-compliant Privacy Policy or Terms & Conditions. 

Resolution:

  • Include instructions on how the end user can receive further support from the brand regarding the message program (for example, Reply HELP for help), or this information must be present in the brand's terms and conditions.
  • Ensure your Terms and Conditions have an SMS disclosure that includes the types of messages consumers can expect to receive, texting cadence, message and data rate notices, privacy policy links, and opt-out instructions.
  • Make sure your Privacy Policy indicates that mobile opt-in data will not be shared.

861: Opt in/out Confirmation Compliant CTA 

Explanation: TCR found non-compliant and/or inaccurate CTA information.

Resolution:

  • Include a detailed explanation of your opt-in collection methods.
  • Ensure your Terms and Conditions have an SMS disclosure that includes the types of messages consumers can expect to receive, texting cadence, message and data rate notices, privacy policy links, and opt-out instructions.
  • Ensure your keyword responses are compliant with the requirements listed in rejection code 611.

602 & 603 Inaccurate Registration in Sample Messages

602:

Explanation: TCR found there was inconsistency between the sample messages you submitted in the campaign registration and the selected use-case. 
For example, if you select the charity use case, but sample messages show that you are sending appointment reminders.

Resolution: We recommend that you either update your sample messages or change the use case to better align and reflect the content you intend to send. 

603:

Explanation: TCR found there was inconsistency between the website, brand name, description, and/or sample messages submitted, or inconsistent sample messages. For example, if the Brand name is ABC Physicians, but sample messages included in the registration were about sales for a clothing shop, or included a website that seemed to be for a different entity. 

Resolution: You'll need to submit a new registration to ensure that the sample messages match with your brand name, description, and website - i.e. they should all show clearly the same entity name. 

Sample Messages Best Practices

You will be rejected if you do not provide sample messages when submitting your campaign. Sample messages are required and not including them will lead to rejection, since providers need this information.

Resolution: You will need to confirm that there are sample messages in your campaign submission. Hustle automatically adds opt-out language to sample messages. But it is imperative across the board for future reference that there is opt-out language in messages.

Example: Hi [Contact name] this is [your name] with [Insert Business Name:] You have an appointment for Tuesday at 3:00 PM. Reply YES to confirm, NO to reschedule. Reply STOP to unsubscribe.

 

Other Rejections

For any other rejection reasons, please reach out to support@hustle.com and we will help you get this resolved ✨

 

Please note that when you submit your new campaign it will enter the same manual vetting wait time. If your campaign is not approved within one business week, please reach out to support@hustle.com. 


We understand that rejections are frustrating, and while this process is outside our control we will do everything in our power to help you resubmit and get your campaign approved for messaging. Please don't hesitate to reach out to the Hustle support team with any questions about your opt in language, privacy policy, or submitting a new campaign. 

 

 

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