Important: Do not skip any steps in this process or your registration may be delayed, preventing you from sending text messages. You must complete each step.
10DLC registration is a compliance framework that ensures that mobile operators know who is originating text messages from business phone numbers and for what purpose. Mobile operators also want to know how businesses are gathering permission (consent) from consumers before they text them. The 10DLC registration requires Zoom customers to provide very specific information for the mobile carrier’s review.
Below is a checklist that we recommend Zoom customers follow to ensure that their campaigns are approved. You can also use this checklist to make corrections if your campaign has been rejected.
Campaign Name: Ensure the campaign name contains the name of your organization. A good campaign name example is {company name} phone campaign or {company name} contact center campaign
Campaign Description: Ensure that you provide a detailed description for what your campaign does. The Zoom 10DLC registration wizard provides three examples of campaign descriptions for reference. Please ensure that you have provided sufficient detail and described exactly what you use SMS for.
Campaign type: Select the applicable option from the dropdown menu.
Opt-in to SMS Messaging: in this section, ensure that you select how you are getting permission from end customers to message them. You must clearly specify this in the description. There are several examples that the registration wizard provides for reference. Multiple options can be selected.
Note: If you are not using your website to collect phone numbers via a Contact us form or a similar form, you need to explicitly state this in the description of your chosen Opt-in mechanism. The website in question, is the website you provided at the time of registering your Brand. For example, if you select your Opt-in mechanism as Verbal, and you are not using your website to collect phone numbers, please add "Our website is not used to collect consumer opt-in for this 10DLC campaign".
I have selected all applicable Opt in options and provided details.
Website updates: Your online presence is a key part of campaign vetting by carriers. This is the website you provided at the time of your Brand registration. Ensure that the following are in place.
If you have a “Contact Us” form on your website which captures phone numbers as a mandatory field, you must add the following disclaimer clearly under the Contact Us webform
“By providing a telephone number and submitting the form you are consenting to be contacted by SMS text message. Message & data rates may apply. Reply STOP to opt out of further messaging.”
Note: This step can be skipped if you are not collecting phone numbers via the web forms on your Brand website.
If you have a “Contact Us” form on your website which captures phone numbers, you can also make it a non-mandatory field. In this case, if a customer voluntarily provides you with a phone number, it is considered as their consent.
Ensure that your website has a privacy policy section
Ensure that your privacy policy clearly states that the phone numbers you collect and the consent you received will not be shared with 3rd party providers.
If your privacy policy does mention that you share data with third parties, you must make a carve out/exclusion for sharing phone numbers and opt-in consent that you collect from your consumers. Please ensure your privacy policy is amended to reflect this before campaign submission
Note: Consent cannot be passed on to third parties, meaning, consent granted to Bob’s bait shop to send text messages cannot be re-used by Charlie’s car shop. An example of a carve-out is provided below but please consult your legal advisor to make amendments to your privacy reflecting this change: No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All other categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties
Opt-in, Opt-out and Help keywords and messages: Zoom will auto-populate these fields with industry best practice expectations. The enforceability of these options is under your control as a customer and can be set by you as the administrator. Please refer to this article for more details.
URL Links: If you are planning to send URL links, select this option as “yes”. It defaults to “No”
Age Gated Content: If you are planning to send content aimed at adults, please select this option as “yes”
Lending or loan arrangements: If you are a business that deals with any kind of financing, lending, or loans, please select this option as “Yes”. The campaign will be rejected if this option is not selected.
Sample Messages: These sample messages are reviewed by carriers and you must provide good examples. Many campaigns are rejected because sample messages are not provided correctly.
Ensure that the name of your organization (Brand) is a part of the sample message. Please see reference examples from Zoom
Ensure that you have more than one sample message
Final review: Ensure that you have entered all the information correctly and accurately. Mistakes can lead to rejection of campaigns and you will need to restart the process.
I have fully reviewed the campaign details.
Rejections: If your campaign was rejected after review, please refer to the below list for the most common rejection reasons and their remediation:
| Rejection reason | Solution |
|---|---|
| Brand email inconsistent with brand details | The email address provided at the time of brand creation does not match the brand details in other sections of the campaign. The customer will need to recreate the brand and campaign to ensure consistency across the brand, campaign, opt-in messages, etc. |
| Brand name inconsistent with online presence | The brand name provided for registration does not match the name of the website provided during brand registration. Ensure that if you are registering a brand like "Acme Inc", the website also should be that of "Acme Inc" and not some other website. |
| Brand name inconsistent with sample msg | The brand name used in the sample messages is not the same as the brand name that was used for registration. You must ensure that these are the same. |
| Campaign description and CTA inconsistent | This error is received if there are discrepancies between your campaign description and your consent method. e.g you mentioned you only used the campaign for conversational messaging but chose only the website as a method of consent. Ideally, you would choose verbal as a method of consent in this case. Ensure that the campaign description aligns with the consent method. |
| Campaign description needs more details | You have not provided sufficient details about your campaign. You need to describe: Who is sending messages? Who is receiving messages? What kind of messages are being sent? Ensure that you update the campaign with details that answer the above questions. |
| Campaign doesn't match use case | This rejection is received when you have stated that you want to use the campaign for one purpose but the purpose does not match the campaign use case. Ensure that you clearly describe what your campaign aims to do and that it aligns with the unified communications use case. |
| CTA inconsistent with brand online presence | Your method of consent mentioned something inconsistent with what is described on your website. For example, you use a written form or verbal consent as an opt-in method, but your website clearly states that you are collecting consent via your web form. Ensure that the method of consent matches what is on your website. |
| CTA missing brand | Your consent method does not mention your brand. Ensure that you add this to your consent method description. |
| CTA missing disclosures (Msg&Data rates may apply) | Your consent method is missing the following language: Message and Data rates apply. Messaging frequency may vary. For more information, refer to the privacy policy on our website. Ensure that you add this to your consent method. |
| CTA missing HELP/STOP instructions | Your consent method does not mention: For help, reply Help. For stop, reply STOP. Ensure that you add this line to your consent method. |
| CTA/Message flow needs more details | Your consent method does not provide enough detail. Please describe how you gather user consent in detail. It could be verbally captured, captured via the website, or inbound SMS, or written forms. |
| Direct Lending/Loan Arrangement inconsistent on website/online presence | Your website mentions that you have direct lending/loan arrangements but you didn't check this box during your resubmission. Ensure you check this box and resubmit. |
| Disallowed Content (Adult/Sexual Content) | You engage in prohibited SMS content. Your campaign will not be approved. |
| Disallowed Content (Cannabis/CBD/Hemp Products) | You engage in prohibited SMS content. Your campaign will not be approved. |
| Disallowed Content (Credit Repair Programs) | You engage in prohibited SMS content. Your campaign will not be approved. |
| Disallowed Content (Debt Collection Programs) | You engage in prohibited SMS content. Your campaign will not be approved. |
| Disallowed Content (Drugs) | You engage in prohibited SMS content. Your campaign will not be approved. |
| Disallowed Content (Gambling/Sweepstakes) | You engage in prohibited SMS content. Your campaign will not be approved. |
| Disallowed Content (High-Risk Financial Services) | You engage in prohibited SMS content. Your campaign will not be approved. |
| Disallowed Content (Job Postings) | You engage in prohibited SMS content. Your campaign will not be approved. |
| Disallowed Content (Lead Generation) | You engage in prohibited SMS content. Your campaign will not be approved. |
| Disallowed Content (Third Party Data Sharing) | You engage in prohibited SMS content. Your campaign will not be approved. |
| Fraudulent 10DLC Brands Registration | The brand that was used for registration is found to be associated with a business flagged for fraudulent transactions. Your campaign will not be approved. |
| HELP_STOP/MT missing instructions | Your Help messaging does not state: Reply Help to get help, reply STOP to stop. Please add this and resubmit. |
| HELP/MT missing brand | Your Help message does not have your brand name listed. Ensure this is added to your help message. |
| HELP/MT missing keywords | Your campaign submission does not have the keyword for HELP. Please add this keyword back. |
| HELP/MT missing support contact info | The help message is missing contact information. Ensure that you add a valid email or phone number or website to the help message. |
| Opt-in/MT missing brand | Your opt-in message is missing Brand information. Please add this to your opt-in message and resubmit |
| Opt-in/MT missing disclosures | The opt-in message is missing disclosures. Please add "Message and Data rates may apply. Message frequency may vary. Please refer to our privacy policy for more details." |
| Opt-in/MT Missing keywords | The opt-in message is missing the START keyword. Please resubmit and add the start keyword to your opt-in message. |
| Opt-In/Out/HELP messages are missing the brand name. The HELP message is missing support contact information. | Please add the name of your brand to these outgoing message categories to resolve this rejection reason. |
| Privacy Policy missing \does not share\ statement | Your privacy policy mentions that you share or sell consumer personal data to third parties and affiliates. Your privacy policy must be updated to remove this language. |
| Privacy Policy/Statement missing from online presence | Your website does not have a privacy policy. Please add a privacy policy to your website. |
| Sample msg missing brand | Your sample messages are missing the Brand information. Ensure you add the brand to your sample messages and resubmit it. |
| Sample msg missing disclosures | Your sample message is missing "Reply stop to Cancel. Reply Help for Help." Add this while resubmitting your campaign. |
| Sample msg needs more detail | Your sample messages need more details. Very short sample messages (e.g., "Hi, reply stop to Cancel") will get rejected. These should convey the nature of your SMS. |
| Social Media pages must represent company/brand | The social media pages you added are personal pages and not business pages. Ensure that this is a business social media page. |
| STOP/MT missing brand | STOP message does not include details of your brand. Ensure you resubmit with brand information populated on the STOP message. |
| STOP/MT missing keywords | The STOP keyword is missing from your campaign submission in the Opt Out message section. Please update this and resubmit. |
| Verbal/in-person form for consent; provide script or screenshot | Verbal consent does not have the required script. Please resubmit the campaign. Zoom provides the default script that is required by carriers for verbal opt-in. |
| Webform requires TN; update CTA/missing disclaimer | Your website has forms (e.g. Contact Us, Get a quote, etc.) which collect phone numbers mandatorily. You must add the Zoom-provided disclosure below the form. The disclosure is as follows: “By providing a telephone number and submitting the form you are consenting to be contacted by SMS text message. Message & data rates may apply. Reply STOP to opt out of further messaging.” |
| Website must be age-gated | Your website needs to check and confirm with visitors that they are over 18 years of age. Please update your website to address this and resubmit your campaign. |
| Website/online presence needs to be valid & working | Your website was not found to be working or was not accessible. Please ensure that you use a valid working and secure website when you create a brand. If you used a website that was not working at the time of brand creation, you need to create your brand again with a working website and then create a new campaign. |
| Website/online presence unsecured; could not access | Please ensure that you use a valid working and secure website when you create a brand. If you used a website that was not secure at the time of brand creation, you need to create your brand again with a secure website and then create a new campaign. |
| Submitted brand name is different than the brand name identified in the sample messages. Please resubmit as one brand | You created a brand with one name and you have used a different Brand name in the sample messages. Both of them should match, otherwise the campaign will be rejected. |
| Brand URL is blocked for Phishing links | The carrier was not able to access the website that you have provided at the time of Brand registration and/or the URL is considered as a malware-propagating website. Update your website, make it secure with SSL, and resubmit the campaign. Ensure that it is accessible to a third party. |
| Please include all methods for consumer opt-in in the Call to Action and resubmit | You have not selected all consumer opt-in methods. You are probably collecting opt-ins through more channels beyond verbal opt-in but have not selected the option and provided details as a part of campaign registration. |
A campaign can be rejected for many other reasons. A comprehensive list of rejection reasons can be found in Commonly encountered TCR errors and SMS content restrictions.