What contact information does my website need for 10DLC?

A reviewer who opens your site should be able to answer three questions fast: Who is this business? What do they do? How do I reach them? Twilio error 30919 lists a website that doesn't show the business name, contact details, and services as a reason to reject a campaign. Contact details also matter to the people you text, because they need a way to get help.

What contact details do reviewers look for?

Is a street address required?

Not universally. CTIA 5.3.2 says web addresses in your messages, and the sites they lead to, should clearly identify who owns the site and include contact information, "such as a postal mailing address". That is guidance for sites you link in texts. Twilio asks for contact details, and Plivo asks for a Contact Us page. If you have a business address, showing it is a simple way to look like a real, reachable business. If you work from home and don't want your home address public, check with your provider about what they accept.

What should my Contact Us page include?

1. Your business name, the same as your registration (and DBA if you use one).
2. A business email on your own domain.
3. A business phone number, ideally the one in your brand registration (Plivo).
4. A mailing address, if you have one you can list (CTIA 5.3.2 recommends one for sites linked in messages).
5. Business hours or how fast you reply (optional, helpful).
6. A link to your privacy policy and SMS terms.
7. Your SMS opt-in form, if this is where people sign up.

Why does the support email matter so much?

Your brand registration includes a contact email, and it gets checked. Twilio error 30881 flags three problems: disposable emails, public email domains not tied to your brand, and email domains that don't align with your company name or website. For public for-profit companies, TCR's Authentication+ step sends a PIN to the brand's business contact email, which must be completed within 30 days. A real inbox on your domain avoids all of these problems.

Where else should contact info appear?

• SMS terms. Telnyx, Bandwidth, and Vonage ask for customer care contact details in your terms.
• HELP reply. Twilio error 30890 says your help message needs your brand name plus a phone number or email.
• Opt-in confirmation. CTIA 5.1.2.1 says the first message in a recurring program should include customer care contact information.
• Footer. An easy place for reviewers to spot it on every page.

What are common contact info mistakes?

• A site with only a form and no email, phone, or name.
• A gmail.com or yahoo.com support email.
• An email on a different company's domain.
• Contact details that don't match the registration.
• A Contact page that is blank, broken, or "coming soon".
• Reusing one email or address for many client brands. Twilio caps each at 10 uses across TCR registrations.

How does 10DLC Site handle it?

Each site shows your business name and the contact details you provide, and the same details appear in your SMS terms. Because the site sits on a new .com that matches your brand name, your website and brand line up from the start.

Sources

• CTIA Messaging Principles and Best Practices (May 2023)
• Twilio error 30919
• Twilio error 30881
• Twilio error 30890
• Twilio: Collect business information for A2P 10DLC
• Plivo A2P 10DLC registration guidelines
• Telnyx 10DLC Campaign Compliance Guide

Want to know if reviewers can find your contact details? Check your site free, or see pricing.