Why was my 10DLC campaign rejected because the opt-in could not be verified?

Carriers want proof that every person you text asked for it. Reviewers rely on two things: your Message Flow description and the opt-in page they can open. Twilio calls opt-in a major cause of rejections.

What does this rejection mean?

It means the reviewer could not confirm how consent is collected, or found a broken rule. Twilio error 30909 says the message flow or call to action is incomplete or could not be verified. Error 30896 says the flow is unclear. CTIA asks that the call to action show the program, sender, fees, opt-out steps, and privacy policy, not buried in fine print.

See the full requirement at opt-in form.

Why does it happen?

1. Not every opt-in path is listed. Twilio 30909 says to list every path, such as web, paper, and in person, in one message flow.
2. The form cannot be found. No direct link to the signup page (Twilio 30922).
3. The checkbox is pre-checked or tied to accepting your terms (Twilio 30925).
4. Consent is required to buy or sign up (Twilio 30923), or people cannot decline and still finish (30931).
5. The disclosure is incomplete. It lacks message type, frequency, "Message and data rates may apply", or opt-out steps, or it sits only in a linked document (Twilio 30924).
6. Marketing and informational consent are merged (Twilio 30913).
7. Consent covers more than texts. Telnyx declines forms that mix text and email consent, pop-up legal links, and mandatory phone fields.
8. Proof is not public. Screenshots are gated or were never hosted. Twilio also has error 30917, titled "All opt-in methods must include complete workflow descriptions."

How do I fix it?

1. Put your form on a public page with no login.
2. Make the phone field optional.
3. Add a separate SMS checkbox, unchecked by default, that is not required to submit.
4. If you send marketing texts, give marketing its own unchecked checkbox.
5. Put the full disclosure right next to the checkbox.
6. Link your privacy policy and terms as normal links, not pop-ups.
7. Host screenshots of any gated, in-store, or paper opt-in at a public URL.
8. Rewrite your Message Flow to name each opt-in path and paste the direct form URL.

Here is a sample checkbox disclosure. It is sample language, not legal advice; adapt it to your business.

[ ] Yes, I agree to receive appointment reminders and account updates by text from [Business Name] at the number I provided. Message frequency varies. Message and data rates may apply. Consent is not required to buy anything. Reply STOP to cancel or HELP for help. See our Privacy Policy and SMS Terms.

How do I resubmit?

Twilio advises editing the rejected campaign, not deleting it, and charges its vetting fee once per campaign. Vonage lists $15 per vetting event, Telnyx describes $15 per submission or resubmission, and Bandwidth says a $15 fee applies to rejected campaigns that need resubmission. Twilio says standard campaigns can take up to several weeks.

What error code will I see?

See the 10DLC website requirements hub.

Sources

• Twilio Error 30909: Message Flow / Call to Action incomplete or unverified
• Twilio Error 30896: Opt-in error
• Twilio Error 30917: All opt-in methods must include complete workflow descriptions
• Twilio Error 30923: Message consent cannot be required for service use
• Twilio Error 30924: Missing or non-compliant consent language
• Twilio Error 30925: Opt-in must be unchecked by default
• Twilio Error 30931: Opt-in must allow consumers to decline
• Twilio Error 30913: Marketing and informational consent must be separate
• Twilio Error 30922: Website does not meet campaign verification requirements
• Vonage: 10DLC Campaign requirements
• Vonage: 10DLC Pricing and Fees
• Telnyx: 10DLC Campaign Compliance Guide
• Bandwidth: New requirements for 10DLC vetting
• CTIA Messaging Principles and Best Practices (May 2023)

Curious whether a reviewer can find and verify your opt-in? Run a free site check. Our sites include a compliant opt-in form; details are on pricing.