Brand contact email must not be a role or distribution address
The requirementstatement
The brand business-contact email must be an individual mailbox, not a role or group address such as info@ or sales@.
- Severityseverity
- HighHIGHRejected by at least one carrier or provider, and a common cause of failure at the rest.
- When it bitesphase
- Gates approvalapprovalGet this wrong and the brand or campaign is refused at registration.
- What is checkedobject
- brand.email
- 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
- TCRAWSTwilio
- When it appliesapplicabilityText
- Applies to every 10DLC registration.
Why this rule existsrationale
The contact address receives the Authentication+ verification PIN, and a shared inbox either loses it or is not monitored inside the short expiry window. Several providers reject role addresses outright for that reason, which surprises brands who deliberately used a "professional" address.
How to fix itremediation
Use a named individual mailbox on the business domain that someone actually monitors — the verification PIN expires quickly and cannot be resent indefinitely.
A compliant exampleexample
jane.doe@acmecoffee.com rather than info@acmecoffee.com
Rules you will hit next
3 other rules read brand.email. 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-108The brand support email must be well formedBlockingBLOCKINGBRD-109Brand contact email must not use a free consumer domainBlockingBLOCKINGBRD-114Disposable mailboxes are refused outrightBlockingBLOCKINGBRD-006Submit every name line above the address on a multi-line IRS recordHighHIGHBRD-007TCR takes only the first line of the IRS-registered nameHighHIGHBRD-010Take the legal name from the CP-575 or 147C, never a W-2 or W-9HighHIGH
BRD-112 is one of 196 brand rules in the 915-rule 10DLC registry. Free to cite under CC BY 4.0.