Consent disclosure must explain how to get help
The requirementstatement
The disclosure must tell the consumer they can reply HELP for assistance.
- 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
- CTIATCRTwilio
- When it appliesapplicabilityText
- Applies to every 10DLC registration.
Why this rule existsrationale
HELP is the industry-standard way a confused recipient finds out who is texting them and how to reach a human. Without it, a consumer who does not recognise your sender ID has no route other than reporting the message as spam.
How to fix itremediation
Add "Reply HELP for help." to the consent disclosure, and make sure your HELP auto-reply actually names your brand and gives a real support contact.
A compliant exampleexample
Reply STOP to unsubscribe, HELP for help.
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-DISC-HELP is one of 101 consent flow rules in the 915-rule 10DLC registry. Free to cite under CC BY 4.0.