A brand support phone number is required
The requirementstatement
Every brand must supply a support phone number.
- Severityseverity
- BlockingBLOCKINGBreaking this rule gets the submission rejected. There is no partial credit.
- When it bitesphase
- Gates approvalapprovalGet this wrong and the brand or campaign is refused at registration.
- What is checkedobject
- brand.phone
- Where it liveslayer
- BrandBRAND
- How Ekas settles itdetectability
- DeterministicDETERMINISTIC
- Settled in code from the values you submitted. No model involved, no judgement call, same answer every time.
- What the fix involvesfailureClass
- Fix the fieldRETRY_FIELD
- A better value in the form fixes it. Ekas can rewrite it and re-check.
- Who requires itauthorities
- TCRAWSBandwidth
- When it appliesapplicabilityText
- Applies to every 10DLC registration.
Why this rule existsrationale
The support number is what a carrier investigating a complaint, and a consumer answering HELP, are given as the route to a person. A brand with no number reachable behind it is exactly the shape of the traffic 10DLC exists to filter, so its absence weighs more than the effort of supplying it suggests.
How to fix itremediation
Supply a number that reaches your business during business hours, and use the same one in your HELP auto-reply. Done when the field is populated and the number answers.
A compliant exampleexample
phone: +14155550134
Common mistakespitfalls
- A number that rings to an unmonitored voicemail satisfies the field and fails the check a reviewer actually runs, which is to call it.
Rules you will hit next
4 other rules read brand.phone. Fixing one field to satisfy a single rule is how a resubmission trades one rejection for another, so read these before you change anything.
BRD-072Sole proprietor mobile number has a reuse limitBlockingBLOCKINGBRD-103The support phone must be in E.164BlockingBLOCKINGBRD-104The support phone must reach the businessHighHIGHBRD-106The business phone should be findable in a web searchMediumMEDIUMBRD-001A legal company name is required for every entity but a sole proprietorBlockingBLOCKINGBRD-002Legal name must match the IRS record for the EINBlockingBLOCKING
BRD-102 is one of 196 brand rules in the 915-rule 10DLC registry. Free to cite under CC BY 4.0.