SMS terms must give a working support contact
The requirementstatement
The SMS terms must provide a support email or phone number a consumer can actually reach.
- 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
- terms body
- Where it liveslayer
- Policy pagesPOLICY_PAGE
- How Ekas settles itdetectability
- AI · crawlCRAWL
- Needs your live site or policy page fetched and read. Ekas crawls it the way a reviewer would.
- What the fix involvesfailureClass
- Fix the policyTERMINAL_POLICY
- The fix lives in your privacy policy or SMS terms. Ekas can generate the missing clauses.
- Who requires itauthorities
- CTIATCR
- When it appliesapplicabilityText
- Applies to every 10DLC registration.
Why this rule existsrationale
CTIA requires help routes not to be dead ends: the contact in your terms must lead to a human. A support address on a domain the brand does not own, or one that bounces, converts a compliance document into a broken promise.
How to fix itremediation
Include a monitored support email on the brand's own domain, or a phone number that is answered, in the SMS terms.
A compliant exampleexample
For help with our messaging programme, email support@acmecoffee.com or call 415-555-0134.
Rules you will hit next
5 other rules read terms body. Fixing one field to satisfy a single rule is how a resubmission trades one rejection for another, so read these before you change anything.
POL-170Terms must contain a dedicated SMS/messaging sectionBlockingBLOCKINGPOL-176SMS terms must state message frequency and that rates may applyHighHIGHPOL-180SMS terms must state consent is not a condition of purchaseHighHIGHPOL-184SMS terms must list the supported opt-out and help keywordsHighHIGHPOL-182SMS terms must carry a carrier non-liability disclaimerMediumMEDIUMPOL-020A non-English site needs an English policyMediumMEDIUM
POL-190 is one of 157 policy pages rules in the 915-rule 10DLC registry. Free to cite under CC BY 4.0.