Text Registration vetting rejection guide
Did your registration form submission get declined by Bandwidth? Below, we have listed common errors associated with vetting rejection that you can use as a guide to update your site and/or your submission. All information below has been sourced directly from Bandwidth and applied to common scenarios we are seeing here at Levitate.
As of November 2024, we've found that Bandwidth has specifically gotten much more restrictive as to what kind of language they will accept. If the language on your site varies from what we have provided in our Help article on Privacy Policy & Opt-in language you will likely be rejected.
How do I access and edit my original submission?
Reach out to your Success Specialist or our Support team to provide a special link for editing your original submission. Once you edit, you will be prompted to resubmit.
| Error Description | Action to Resolve |
|---|---|
| Campaign Attributes do not match website and/or sample message content | Make sure that you've submitted the right form of opt-in collection— if your website collects phone numbers on any form, it will need to be disclosed on your form. If you do not collect phone numbers, the sample message must be compliant. If you get this message, reach out to your Success Specialist or our Support team so that you can edit your original submission. |
| Inaccurate Registration. Inconsistency between sample message and use case. | At Levitate, we are submitting all campaigns as a low-volume non-marketing use case. If anything in regards to marketing is mentioned on your site or submission, you are likely to get declined. You will need to update your opt-in language and/or privacy policy using our provided, compliant language, and reach out to your Success Specialist to update your form once your updates have been made. The form will need to be updated with a new screenshot of opt-in language before resubmitting. |
| Inaccurate Registration. Inconsistency between brand name, and/or sample messages or inconsistent sample messages. | When submitting your registration form, you're asked to fill out relevant information to identify your business. Example: If the Brand name is ABC Health Insurance, they would be rejected if they had sample content sent out regarding sales for a clothing shop, or if the website linked is for a marketing firm. A good example would be the brand ABC Health Insurance sending out appointment reminders, turning 65 birthday messages, and the like. |
| Opt-in message/Confirmation MT must contain brand name, HELP, opt-out, message frequency, and associated fees disclosures. Opt-out message must contain brand name and that no further messages will be sent. HELP message must contain brand name and contain support contact. | For the opt-out message, and HELP message, Levitate will provide compliant information upon submission. If you get this error, it is likely that you just have the wrong language on your contact form, at the checkbox where the consumer is either opting in or not clicking the checkbox. It needs to match, verbatim, what's listed in our Help article detailing required language. Once your opt-in language has been updated, reach out to your Success Specialist. Your registration form will need to be updated with a new screenshot of your contact form before you can resubmit. |
| Misleading Registration. Based on the details submitted, Campaign appears to be a Direct Lending Arrangement but the appropriate Content Attribute was not selected. | If you are a direct lender, we provide a spot on the submission form to disclose this. When vetting, Bandwidth can identify direct lenders that did not disclose and decline their registration. To fix this, reach out to your Success Specialist to update your form and resubmit. Being a direct lender will not impact your ability to text but failing to disclose your business as such will. |
| Opt-in language is required on the website if used to collect mobile numbers. | The website provided did not include opt-in language where the customer provided a phone number. You will need to add compliant language and a checkbox for opting in to the form where customers provide their mobile numbers. You can find the compliant language to add to your site here. |
| Unable to verify, need a website/working website or complete CTA information if opt-in occurs outside of the website. | Please provide a working website link and a clear and concise description of how an end user signs up to receive messages. Opt-in must be 1 to 1, can't be shared with third parties, and can't be implied. Websites that are not secured, or are domain parking spots (i.e. you own the domain but do not have a live website) will be rejected. Bottom line: you must have a website in order to be registered to text |
| Compliant privacy policy is required on website. | Message senders are to maintain a privacy policy that is easily accessed by the consumer. It should be referenced in the call-to-action/opt-in. You may receive this denial if there is no privacy policy present OR if the privacy policy is non-compliant. The non-compliance generally would be around the sharing of consumer information with third parties for marketing purposes. Steps toward approval would be adding a compliant privacy policy or editing the non-compliant privacy policy. Once you add a privacy policy, or update your current one, you will need to update your registration form and have it resubmitted. |
| Unable to verify, needs compliant and accurate CTA information. Update with specific path for mobile opt-in. | Either the CTA is inaccurate and doesn't explain where the customers opt into the campaign (website, verbal, written, etc.), or the opt-in is on the website but there is no phone field to add the phone number. We are mostly seeing this error come across when the business does not have any opt-in information or checkbox on their contact form. |
| Add link and/or verbiage for compliant privacy policy disclosures (state that no mobile opt-in data will be shared with third parties). Opt-in message/Confirmation MT must contain brand name, HELP, opt-out, message frequency and associated fees disclosures. Opt-out message must contain brand name and indicate that no further messages will be sent. HELP message must contain brand name and contain support contact (email, phone number, or support website). | Opt-in message tied to your contact form must be compliant. Bottom line: the phone number field cannot be required, the opt-in field cannot be required, and the opt-in language must contain your brand name, STOP and HELP options, messaging rates, frequency rates, and use case. Once updated, you will need to update your registration form and resubmit. |
| Needs a compliant Privacy Policy. Add link and/or verbiage for compliant Privacy policy disclosures (state that no mobile opt in data will be shared with third parties). Include instructions on how the end user can receive further support from the brand regarding the message program (for example, Reply HELP for help), or this information must be present in the brand's terms and conditions. | Your website's privacy policy must be compliant. Bottom line: your privacy policy needs to state that consumer mobile information will not be shared with third parties for any reason. There also needs to be information on opting out. We have created a compliant privacy policy, that you can add to your site and customize with your contact information. You can also add our addendum to your existing privacy policy to cover mobile compliance. See your options here. Once added or updated, you will need to update your registration form with the link to your privacy policy and resubmit. |