My registration failed-- now what?
We are working closely with our provider, Bandwidth, to make sure that your website is compliant for text message registration that is now being required by all mobile carriers. If you are unsure of what needs to be added to your website, or if your initial registration failed, here is a guide to some updates that can be made.
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Privacy Policy is not compliant
Call to action for opt-in is not compliant on site
Privacy Policy is not compliant
Usually, your Privacy Policy is only missing a couple of key pieces.
Consent
For the Privacy Policy to be compliant, you must clearly state that you will not share mobile information that you collect with third parties or affiliates for marketing or promotional purposes. You're able to say that you might share third party information, but you must have a statement that ensures that you're not sharing mobile information.
What to add to your privacy policy
I have a statement saying that I share other info to third parties:
"Mobile information will not be shared with third parties/affiliate for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any other third parties."
I don't have a statement about sharing info with third parties:
"Your mobile information will not be shared with third parties/affiliates for marketing/promotional purposes."
Opt-out instructions
Even if there is an opt-in statement on your contact form, you'll also need to provide some opt-out information in your privacy policy.
What to add to your privacy policy:
"If you wish to be removed from receiving future communications, you can opt out by texting STOP at any time."
Opt-in statement on contact form is not compliant
This can be tricky! There are a few requirements that will make or break your campaign's approval if you are collecting phone numbers on your website in any capacity.
Forced Consent
Forced consent is the top reason for registration failure when it comes to opt-in statements. If you have 'phone number' set as a required field for form submission, and only a statement that says 'by providing your number you are opting-in' is forced consent. There needs to be a way for the respondent to not opt-in to texting.
How to get users to opt-in:
- Entering a phone number through a website
- Example: Customers opt-in by visiting www.examplewebsite.com and adding their phone number. They then check a box agreeing to receive text messages from the example brand.
- Note: If using a website to collect opt-in, our aggregator should be able to find the place on your website where the customer is opting in. If this is missing, the campaign will be rejected.
- Clicking a button on a mobile webpage
- Note: Please provide a website somewhere in the campaign registration (in the brand details, campaign description, or the sample messages) if this is where the opt-in is being collected.
- Sending a message from the consumer’s mobile device that contains an advertising keyword
- Example: Consumers opt-in by texting START to (111) 222-3333.
- Important: If consumers can opt in by texting a keyword, the response should include the brand name, confirmation of opt-in enrollment to a recurring message campaign, how to get help, and a clear description of how to opt out.
- Signing up at a point of sale (POS) or another message sender on-site location
- Opting in over the phone using interactive voice response (IVR) technology
- Example: "Levitate: You’re now opted-in to our platform notifications. To opt out, reply STOP."
Good opt-in statement:
