10DLC Rejection Reasons and How to Fix Them
10DLC Rejection Reasons and How to Fix Them
If your brand or campaign registration was rejected, the Compliance Centre shows a rejection reason. Here's what each one means and how to resolve it.
Brand Rejection Reasons
Business name mismatch
Cause: Your legal business name doesn't match public records (IRS, state registry, SEC). Fix: Use the exact legal name from your EIN letter or state incorporation documents. "Smith & Co LLC" is different from "Smith and Co LLC" or "Smith & Company."
Invalid EIN / Tax ID
Cause: The EIN you provided doesn't match the business name in IRS records. Fix: Verify your EIN at the IRS website. If you recently formed your business, your EIN may take 2–4 weeks to appear in the IRS database.
Website not found or not matching
Cause: The website URL you provided is down, parked, or doesn't match your business name. Fix: Ensure your website is live, loads without errors, and clearly displays your business name. A "Coming Soon" page is not sufficient.
Insufficient business information
Cause: TCR couldn't find enough public information to verify your business. Fix: Ensure your business is registered with your state, has a D-U-N-S number, and appears in public business directories. For newer businesses, file your annual report with your state first.
Duplicate brand
Cause: A brand with this EIN is already registered (possibly by another JustCall account or another messaging provider). Fix: Contact JustCall support. If you have multiple JustCall accounts, consolidate your 10DLC registration under one.
Campaign Rejection Reasons
Sample messages don't match use case
Cause: Your sample messages don't align with the campaign type you selected. E.g., marketing samples in a "Customer Care" campaign. Fix: Rewrite samples to match your declared use case. If you send multiple types, use the "Mixed" campaign type.
Missing opt-out language
Cause: None of your sample messages include opt-out instructions. Fix: Add "Reply STOP to unsubscribe" (or equivalent) to at least one sample message.
Vague opt-in description
Cause: Your message flow description doesn't clearly explain how recipients consent. Fix: Be specific: describe the exact form, page, or interaction where consent is collected. Include the URL if it's a web form. Mention that the consent checkbox is unchecked by default.
Prohibited content
Cause: Your campaign includes content that carriers block regardless of consent:
- Cannabis/CBD (even in legal states)
- Firearms or ammunition sales
- Gambling (with exceptions for licensed operators)
- High-risk financial services (payday loans, crypto speculation)
- Adult content Fix: If your business is in a restricted category, contact JustCall support for guidance on carrier-specific exceptions.
Too many use cases in one campaign
Cause: Your campaign description covers too many unrelated messaging scenarios. Fix: Either narrow the campaign to one primary use case, or explicitly select the "Mixed" campaign type and describe each use case separately in the description.
Missing business information in messages
Cause: Your sample messages don't identify who's sending them. Fix: Include your business name in every sample message. "Hi, this is [Business Name]…" or sign off with your name.
How to Resubmit
- Go to Settings → Compliance Centre → 10DLC Registration.
- Click on the rejected brand or campaign.
- Review the rejection reason.
- Click Edit to update the information.
- Fix the specific issue described in the rejection reason.
- Click Resubmit.
There is no penalty for resubmitting. You can resubmit as many times as needed.
When to Contact Support
Contact JustCall support if:
- The rejection reason is unclear or generic.
- You've resubmitted multiple times with the same result.
- Your business is in a restricted industry and you need carrier-specific guidance.
- You believe the rejection is an error (your information is accurate but verification failed).