{
  "id": "BRD-121",
  "slug": "brd-121",
  "title": "The support contact must be the end customer's, not the agency's",
  "statement": "The brand contact email must reach the business being registered, not the ISV, agency or reseller that filed the registration.",
  "rationale": "The contact address is where a carrier investigation and a consumer complaint land, so an agency address puts a middleman between the regulator and the business that owns the consent. It also drives a specific failure the agency never sees: the verification mail goes to the agency, the customer never learns their brand needs action, and the registration stalls while both sides wait for the other.",
  "layer": "BRAND",
  "layerSlug": "brand",
  "object": "brand.email vs the registering tenant",
  "severity": "HIGH",
  "detectability": [
    "AI_FORM"
  ],
  "failureClass": "RETRY_FIELD",
  "authorities": [
    "Twilio"
  ],
  "codes": [
    {
      "provider": "Twilio",
      "code": "30881",
      "remediable": true
    },
    {
      "provider": "Twilio",
      "code": "30894",
      "remediable": true
    }
  ],
  "applicabilityText": "Applies to every 10DLC registration.",
  "universal": true,
  "remediation": "Put the end customer's own support mailbox in the brand email field — the one printed on their website. Your own address belongs on the CSP or reseller record, where it will still receive the API notifications. Done when the brand email is on the customer's domain.",
  "example": "brand email: support@acmecoffee.com — not support@northstarplatform.io on a brand registered for Acme Coffee",
  "pitfalls": [
    "A shared mailbox you monitor on the customer's behalf still has to be on their domain. Forwarding is fine; the address is what is compared."
  ],
  "phase": "approval",
  "automated": true,
  "url": "https://ekas.io/rules/10dlc/brand/brd-121/",
  "markdown": "https://ekas.io/rules/10dlc/brand/brd-121.md",
  "registry": "https://ekas.io/rules/10dlc/",
  "updated": "2026-07-25",
  "licence": "CC BY 4.0 — https://creativecommons.org/licenses/by/4.0/"
}