{
  "id": "POL-229",
  "slug": "pol-229",
  "title": "The support contact in the terms must match the HELP reply",
  "statement": "The support email or phone number in the SMS terms must be one the HELP auto-reply also gives.",
  "rationale": "A subscriber who texts HELP and a subscriber who reads the terms should reach the same place, and when they do not, one of the two routes is usually a mailbox nobody watches. The mismatch appears when support changes address and only the auto-reply is updated, because that is the one somebody tests.",
  "layer": "POLICY_PAGE",
  "layerSlug": "policy-page",
  "object": "SMS terms contact block vs campaign.help_message",
  "severity": "HIGH",
  "detectability": [
    "DETERMINISTIC"
  ],
  "failureClass": "TERMINAL_POLICY",
  "artifact": "sms_terms",
  "authorities": [
    "CTIA"
  ],
  "applicabilityText": "Applies to every 10DLC registration.",
  "universal": true,
  "remediation": "Use the same support address and number in the HELP reply and in the terms. Done when at least one contact route appears in both, and both are monitored.",
  "example": "HELP reply and SMS terms both give support@acmecoffee.com.",
  "notes": "Requires an overlap rather than an identical set: a HELP reply that gives an email and a phone number while the terms give only the email is consistent, and failing it would push brands to pad both documents.",
  "phase": "approval",
  "automated": true,
  "url": "https://ekas.io/rules/10dlc/policy-page/pol-229/",
  "markdown": "https://ekas.io/rules/10dlc/policy-page/pol-229.md",
  "registry": "https://ekas.io/rules/10dlc/",
  "updated": "2026-07-25",
  "licence": "CC BY 4.0 — https://creativecommons.org/licenses/by/4.0/"
}