Decode a 10DLC rejection · Critical
Your rejection said something like this
“HELP keyword response not provided or non-compliant”
This means your campaign did not declare a compliant HELP reply. When someone texts HELP they must get a response that names your business and gives a support contact.
What this maps to
A rejection worded like that is the known 10DLC reason HELP response not provided or non-compliant. Carriers require a HELP keyword response that identifies the brand and gives a contact method.
The fix
Provide HELP copy that names the brand and includes a support contact (phone, email or URL). Keep it under 320 characters.
Other ways this rejection is worded
Providers, TCR and the carriers phrase the same reason differently. If yours read more like one of these, it still maps to HELP response not provided or non-compliant:
- “HELP message is missing”
- “HELP response does not identify the brand or give a contact”
Common questions
What does the 10DLC rejection "HELP keyword response not provided or non-compliant" mean?
This means your campaign did not declare a compliant HELP reply. When someone texts HELP they must get a response that names your business and gives a support contact. It maps to the known rejection reason "HELP response not provided or non-compliant". The fix: Provide HELP copy that names the brand and includes a support contact (phone, email or URL). Keep it under 320 characters.
What has to be in a 10DLC HELP response?
Your brand name and a support contact (phone, email, or URL), typically with a note that message and data rates may apply and that STOP cancels. Keep it under 320 characters.