Customer-care contact must be reachable from the point of consent
The requirementstatement
The call-to-action must give the consumer a way to reach a person — a support email, phone number, or help page.
- 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
- consent disclosure text
- Where it liveslayer
- Consent flowCONSENT_FLOW
- How Ekas settles itdetectability
- AI · crawlCRAWLAI · visionVISION
- Needs your live site or policy page fetched and read. Ekas crawls it the way a reviewer would. Needs the pixels: a screenshot of the opt-in surface, a scanned paper form, an MMS attachment.
- What the fix involvesfailureClass
- Fix the websiteTERMINAL_WEBSITE
- The fix lives on your site. No amount of rewording the form clears it.
- Who requires itauthorities
- CTIAT-MobileAWS
- When it appliesapplicabilityText
- Applies to every 10DLC registration.
Why this rule existsrationale
A consumer who wants to ask a question before agreeing, or to complain afterwards, needs somewhere that is not the messaging channel itself. Where there is nowhere, the complaint goes to the carrier instead, and carrier complaints are the input that throttles a campaign. CTIA lists it as a call-to-action element for that reason rather than as a courtesy.
How to fix itremediation
Add a support email or phone number to the consent block, or link a contact page from inside it. Use the same contact that your HELP auto-reply gives, so the two agree. Done when a consumer can reach you without having joined the programme first.
A compliant exampleexample
Questions? Email support@acmecoffee.com or call 415-555-0134. Reply STOP to unsubscribe, HELP for help.
Common mistakespitfalls
- Pointing only at the HELP keyword is circular for someone deciding whether to opt in — they cannot text HELP to a programme they have not joined.
Rules you will hit next
6 other rules read consent disclosure text. Fixing one field to satisfy a single rule is how a resubmission trades one rejection for another, so read these before you change anything.
CON-060The opt-in language must actually say SMS or text messageBlockingBLOCKINGCON-080The disclosure must name the programme the consumer is joiningBlockingBLOCKINGCON-123Every entity allowed to send must be named in the consentBlockingBLOCKINGCON-125Consent must not be claimed on behalf of unnamed partnersBlockingBLOCKINGCON-DISC-BRANDConsent disclosure must identify the sending brand by nameBlockingBLOCKINGCON-DISC-NOT-CONDITIONPromotional consent must state it is not a condition of purchaseBlockingBLOCKING
CON-088 is one of 101 consent flow rules in the 915-rule 10DLC registry. Free to cite under CC BY 4.0.