HELP reply support contact must be on the brand domain
The requirementstatement
The support email given in the HELP response must be on the registered brand domain.
- Severityseverity
- MediumMEDIUMUsually survives review, but lowers your trust score or invites a manual look you would rather avoid.
- When it bitesphase
- Gates approvalapprovalGet this wrong and the brand or campaign is refused at registration.
- What is checkedobject
- campaign.help_message + brand.website
- Where it liveslayer
- Message contentMESSAGE_CONTENT
- 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
- CTIATCR
- When it appliesapplicabilityText
- Applies to every 10DLC registration.
Why this rule existsrationale
A HELP reply pointing at a domain unrelated to the brand looks like a redirection to a third party, which is precisely what reviewers screen for. It also breaks the CTIA requirement that help routes actually reach the sender rather than a dead end.
How to fix itremediation
Use a support address on the brand's own domain in the HELP reply, matching the brand website.
A compliant exampleexample
Acme Coffee: for help email support@acmecoffee.com. Reply STOP to unsubscribe.
Rules you will hit next
Other message content rules at the same severity. A registration is judged as a whole, not rule by rule.
MSG-015A message must not render as ten or more segmentsMediumMEDIUMMSG-026Samples must not contain mustache or curly-brace template tokensMediumMEDIUMMSG-038A registered domain can substitute for the brand name in a sampleMediumMEDIUMMSG-116embeddedPhone must ignore the HELP support numberMediumMEDIUMMSG-SPAM-STYLEMessages must not use spam-signal formattingMediumMEDIUMMSG-VARIABLESTemplate variables must use square-bracket notationMediumMEDIUM
MSG-075 is one of 122 message content rules in the 915-rule 10DLC registry. Free to cite under CC BY 4.0.