Overview
This article helps 8x8 Work administrators in the U.S. and Canada resolve SMS campaign registration rejections. It explains rejection codes from U.S. carriers and The Campaign Registry (TCR) with steps for resubmission. Note that Disallowed Content rejections are permanent and cannot be resubmitted.
Applies to
Regions: United States and Canada only
Services: SMS
Platform: 8x8 Admin Console
Campaign: Use Case, Description and Attributes
These rejections relate to the campaign description or declared use case you submitted. They are fixable. Update the information and resubmit.
Sample Campaign Description: We use SMS to communicate directly with our clients and employees. We send an acknowledgment message to clients to let them know we received their inquiry. Messages are for direct communication, appointments scheduled, and support assistance. We don't do any marketing SMS.
Code | What Went Wrong | What To Do |
|---|---|---|
CR3001 | Campaign description is not unique or looks like a duplicate of another campaign. | Ensure the campaign is unique. Delete duplicates, and make the description specific to your business. |
CR3002 | Campaign description is too vague; it doesn't clearly explain what your message program does. | Rewrite the description to clearly explain: (1) message type, (2) recipients, and (3) message purpose/action. Be specific. |
CR3003 | The campaign description doesn't match the use case you selected. | Compare the description with the selected use case (e.g., Notifications, Marketing). Either rewrite the description or change the use case to ensure they match. |
CR3004 | The campaign description doesn't match your sample messages. | Ensure the description and sample messages are consistent (e.g., if description says "reminders," samples shouldn't be promotional). Fix one or both. |
CR3009 | Your description mentions sweepstakes, but you didn't select 'Sweepstakes' as your use case. | Update the use case to "Sweepstakes" or remove sweepstakes language from the description. |
CR3010 | Your description mentions charitable donations, but you didn't select 'Charity' as your use case. | Update the use case to "Charity" or remove donation-related language from the description. |
CR3011 | Your description references political content, but your use case isn't set to 'Political'. | Update the use case to "Political" or remove political language from the description. |
CR3017 | You selected the Machine-to-Machine (M2M) use case, but your messages are going to real people (subscribers). | Since messages go to real subscribers, select the correct use case (e.g., Notifications, Alerts, Marketing). M2M is for system-to-system only. |
CR3018 | The brand name mentioned in your campaign description doesn't match what's registered in TCR. | The brand name in the description must exactly match the registered brand name (or a recognizable short version). Update and resubmit. |
CR3005 | Your description mentions third-party job boards. | Remove third-party job board references. Only the direct hiring company can register. Resubmit as the direct hiring brand. |
CR3008 | Your description references lead generation or affiliate marketing. | Remove language referencing lead generation or affiliate marketing, as only your own brand's promotions are allowed. Rewrite if for your own business. |
CR3012 | Your description mentions gambling content. | This content is prohibited and cannot be resubmitted. Review Sinch's Disallowed Content Policy. |
CR3013 | Your description mentions high-risk financial services (e.g., payday loans, crypto). | This content is prohibited and cannot be resubmitted. Review Sinch's Disallowed Content Policy. |
CR3014 | Your description mentions federally illegal substances (e.g., cannabis, controlled drugs). | This content is prohibited and cannot be resubmitted. Review Sinch's Disallowed Content Policy. |
CR3015 | Your description contains sexually explicit or hate-based content. | This content is prohibited and cannot be resubmitted. Review Sinch's Disallowed Content Policy. |
CR3016 | Your description mentions age-restricted content (alcohol/tobacco/firearms/vape) but no age gate is in place. | Implement an age gate on your opt-in page requiring full date of birth (day, month, year). Update information and resubmit. |
Call-to-Action (Message Flow / Opt-In)
These codes mean there's something missing or wrong in how you collect consent from your subscribers. The Call-to-Action (CTA) is what people see before they agree to receive your messages, like a form, landing page, or sign-up box.
Code | What Went Wrong | What To Do |
|---|---|---|
CR4001 | Your opt-in process doesn't properly get consent from the user. | Review the opt-in flow to ensure clear, voluntary, and documented consent, including: (1) sender identity, (2) message types, and (3) user agreement. Update CTA and resubmit. |
CR4002 | Your CTA doesn't include your registered brand name. | Ensure the registered brand name (or recognizable short version) is clearly visible in the opt-in form/CTA text. Update and resubmit. |
CR4003 | Your CTA is missing HELP instructions (e.g., 'Reply HELP for help'). | Add "Reply HELP for assistance" instructions to your CTA or terms. Update and resubmit. |
CR4004 | Your CTA doesn't tell users how to opt out (e.g., 'Reply STOP to cancel'). | Include clear opt-out instructions required by U.S. carriers (e.g., "Reply STOP to unsubscribe at any time"). Update and resubmit. |
CR4005 | Your CTA doesn't say how often messages will be sent. | Add a message frequency disclosure (e.g., "4 msgs/month," "Message frequency varies," or "Recurring messages"). Update and resubmit. |
CR4006 | Your CTA is missing the 'Message and data rates may apply' disclosure. | Add the required phrase "Message and data rates may apply" to your opt-in form. Update and resubmit. |
CR4007 | Your CTA doesn't include your Terms & Conditions (T&C) or a link to them. | Add a link to the full Terms & Conditions (T&C) or include the full T&C text in the opt-in form. Update and resubmit. |
CR4008 | Your CTA doesn't include a Privacy Policy or state that user phone numbers won't be shared with third parties. | Add a Privacy Policy link to the opt-in form, OR state clearly that user data/phone numbers will NOT be sold or shared with third parties. Update and resubmit. |
CR4009 | Your promotional campaign doesn't show that you got express written consent. | For promotional texts, users must give active, explicit consent (e.g., checking an unchecked box or clicking "Sign Me Up"). Pre-checked boxes are not allowed. Update and resubmit. |
CR4014 | Your CTA allows sign-ups for age-restricted content (alcohol, tobacco, vaping) without a proper age gate. | Add a date-of-birth entry field (day/month/year) for real age verification on your opt-in page. Update and resubmit. |
CR4015 | No CTA URL was provided, or the link provided doesn't work. | Provide a working, live, and accessible link to your opt-in page or a hosted screenshot/mockup. Update and resubmit. |
CR4010 | Your CTA references gambling content. | This content is prohibited and cannot be resubmitted. Review Sinch's Disallowed Content Policy for a full list of prohibited topics. |
CR4011 | Your CTA mentions high-risk financial services. | This content is prohibited and cannot be resubmitted. Review Sinch's Disallowed Content Policy for a full list of prohibited topics. |
CR4012 | Your CTA mentions federally illegal substances. | This content is prohibited and cannot be resubmitted. Review Sinch's Disallowed Content Policy for a full list of prohibited topics. |
CR4013 | Your CTA contains sexually explicit or hateful content. | This content is prohibited and cannot be resubmitted. Review Sinch's Disallowed Content Policy for a full list of prohibited topics. |
Terms & Conditions
These codes relate to the Terms & Conditions (T&C) page linked in your campaign. Your T&C must cover several required disclosures specific to your SMS program. Note: This only applies if you already have a Terms & Conditions page on your website. If not, you can simply add the required SMS disclaimer on the “Contact Us” page or anywhere you collect phone numbers from customers.
Code | What Went Wrong | What To Do |
|---|---|---|
CR5001 | Your T&C link is broken or was not provided. | Check that the provided T&C link is working and publicly accessible. Fix the link or add the URL, then resubmit. |
CR5002 | Your T&C page doesn't mention your registered brand name. | Ensure your registered brand name (or recognizable version) appears in the T&C document. Update T&C and resubmit. |
CR5003 | Your T&C doesn't mention how often users will receive messages. | Add a message frequency disclosure (e.g., "up to 4 messages per month" or "Message frequency varies") to your T&C. Update and resubmit. |
CR5004 | Your T&C doesn't describe what your message program is about. | Add a short section to the T&C explaining the purpose of your SMS program (e.g., "sends order updates and promotional offers"). Update and resubmit. |
CR5005 | Your T&C doesn't include how users can get support. | Add support contact information (email, phone, or support page link) for messaging program questions. Update and resubmit. |
CR5007 | Your T&C doesn't explain how users can opt out. | Add opt-out instructions (e.g., "To stop receiving messages, reply STOP at any time.") to your T&C. Update and resubmit. |
CR5010 | Your T&C doesn't link to your Privacy Policy. | Add a clickable link to your Privacy Policy within your T&C document. Update and resubmit. |
CR5011 | Your use case is 'Sweepstakes' but your T&C doesn't include sweepstakes rules. | If running a sweepstakes, your T&C must include or link to the official rules. Add rules and resubmit. |
Privacy Policy
These codes are about what your Privacy Policy says, or doesn't say, about how you handle user data, especially their phone numbers.
Code | What Went Wrong | What To Do |
|---|---|---|
CR6001 | Your Privacy Policy link is broken or wasn't provided. | Ensure the Privacy Policy URL is working and publicly accessible. Fix the link and resubmit. |
CR6002 | Your Privacy Policy doesn't clearly state that user phone numbers won't be shared with third parties. | Add a specific, required line to the Privacy Policy stating phone numbers will not be sold, shared, or transferred to third parties for marketing. Update and resubmit. |
CR6003 | Your Privacy Policy actually says you DO share user data with third parties. | Update the Privacy Policy to explicitly state that mobile opt-in data/phone numbers will NOT be shared or sold. If other data is shared, phone number data must be clearly excluded. Update and resubmit. |
CR6004 | The brand name in your Privacy Policy doesn't match what's registered. | Ensure the brand name in your Privacy Policy matches the registered brand name in TCR (or a recognizable version). Update Privacy Policy and resubmit. |
Mandatory Messages (Opt-In, HELP & Opt-Out)
Carriers require specific auto-reply messages for opt-in confirmation, HELP requests, and STOP/opt-out commands. These codes mean one of those required messages is missing something.
Opt-In Confirmation Message
Code | What Went Wrong | What To Do |
|---|---|---|
CR7001 | Your opt-in confirmation message doesn't include your brand name. | Add your registered brand name to the opt-in confirmation message. Update and resubmit. |
CR7002 | Your opt-in message doesn't tell users how to get help. | Add HELP instructions to the opt-in message. Update and resubmit. |
CR7003 | Your opt-in message doesn't include how to unsubscribe. | Add opt-out instructions (STOP) to the opt-in message. Update and resubmit. |
CR7004 | Your opt-in message doesn't say how often messages will be sent. | Include message frequency disclosure in the opt-in message. Update and resubmit. |
Add the required "Message and data rates may apply" disclosure to the opt-in message. Update and resubmit. | Your opt-in message is missing 'Message and data rates may apply'. | Add this required disclosure to the opt-in message. Example:Thank you for contacting “Summerset”. Text "START" if you wish to receive our message. Text “STOP” to end, or “HELP” for further assistance. Message frequency will vary. Msg & Data Rates May Apply. Update and resubmit. |
CR7006 | No opt-in confirmation message was submitted. | Create and add a required opt-in confirmation message containing: brand name, HELP/STOP instructions, message frequency, and "Message & Data Rates May Apply." Resubmit. |
HELP Message
Code | What Went Wrong | What To Do |
|---|---|---|
CR8001 | Your HELP auto-reply message doesn't include your brand name. | Update your HELP message to include your brand name. Resubmit. |
CR8002 | Your HELP message doesn't include a way to contact your support team. | Add a support contact (email, phone, or support page link) to your HELP reply. Resubmit. |
CR8003 | The email in your HELP message doesn't match the support email registered in TCR. | Ensure the support email in your HELP message exactly matches the support email registered during brand registration. Update and resubmit. |
Opt-Out (STOP) Message
Code | What Went Wrong | What To Do |
|---|---|---|
CR9001 | Your opt-out confirmation message doesn't include your brand name. | Update your STOP reply to include your brand name and confirm unsubscription. Update and resubmit. |
CR9002 | Your opt-out message doesn't clearly confirm that no more messages will be sent. | Add a clear statement confirming the user has been unsubscribed (e.g., "You will no longer receive messages from us."). Update and resubmit. |
Sample Messages
Sample messages are example texts you submit to show what your campaign looks like. These codes mean something in those samples needs to be fixed.
Code | What Went Wrong | What To Do |
|---|---|---|
CR1101 | Your sample messages don't include your brand name. | Add your brand name at the start or end of every sample message. Update and resubmit. |
CR1103 | Your sample messages use a public URL shortener like bit.ly or TinyURL. | Use a branded short URL (using your own domain) instead of public link shorteners (like bit.ly or TinyURL). Update samples and resubmit. |
CR1104 | The use case shown in your sample messages doesn't match what you selected. | Ensure sample messages match the selected use case, or change the use case to match your samples. Make everything consistent and resubmit the campaign. |
CR1105 | Your samples reference sweepstakes but your use case isn't 'Sweepstakes'. | Re-register with the "Sweepstakes" use case if applicable, or remove sweepstakes language from your sample messages. Update and resubmit the campaign. |
CR1106 | Your samples mention charitable donations but your use case isn't 'Charity'. | Re-register under the "Charity" use case if applicable, or remove charitable giving language from your samples. Update and resubmit the campaign. |
CR1107 | Your samples contain political content but your use case isn't 'Political'. | Re-register under the "Political" use case, or remove political content from your samples. Update and resubmit the campaign. |
CR1110 | Your sample messages reference third-party job boards. | Remove any references to third-party job boards. |
CR1111 | Your samples contain gambling-related content. | This content is prohibited and cannot be resubmitted. Review Sinch's Disallowed Content Policy. |
CR1112 | Your samples mention high-risk financial services. | This content is prohibited and cannot be resubmitted. Review Sinch's Disallowed Content Policy. |
CR1113 | Your samples reference federally illegal substances. | This content is prohibited and cannot be resubmitted. Review Sinch's Disallowed Content Policy. |
CR1114 | Your samples contain sexually explicit or hateful content. | This content is prohibited and cannot be resubmitted. Review Sinch's Disallowed Content Policy. |
CR1115 | Your samples include age-restricted content (alcohol, tobacco, firearms, vape) with no age gate. | Implement an age gate (date-of-birth: day/month/year) on your opt-in page before users subscribe. Update the campaign to reflect the age gate and resubmit. |
Disallowed Content: Cannot Be Resubmitted
Note: Campaigns in this category are permanently rejected and cannot be resubmitted. The content type itself is not allowed on any U.S. or Canada messaging product, regardless of the number type (Long Code, Toll-Free, or Short Code).
Code | What Was Found | What This Means |
|---|---|---|
CR1111 / CR2013 / CR3012 / CR4010 | Gambling content, including raffles, betting, bingo (unless on an approved Short Code with carrier approval). | This content is not permitted and is permanently rejected. Cannot be resubmitted. Review Sinch's Disallowed Content Policy before registering a new campaign. |
CR1112 / CR2014 / CR3013 / CR4011 | High-risk financial services: payday loans, short-term high-interest loans, cryptocurrency, stock alerts, third-party debt collection, debt consolidation, credit repair. | This content is not permitted and is permanently rejected. Cannot be resubmitted. Review Sinch's Disallowed Content Policy before registering a new campaign. |
CR1113 / CR2015 / CR3014 / CR4012 | Illegal substances: cannabis, CBD, kratom, synthetic cannabinoids, or any Schedule 1–4 controlled substance (unless it's a CBC-approved prescription program). | This content is not permitted and is permanently rejected. Cannot be resubmitted. Review Sinch's Disallowed Content Policy before registering a new campaign. |
CR1114 / CR2016 / CR3015 / CR4013 | SHAFT violations (Sex/Hate): sexually explicit content, pornography, hate speech, profanity, or content that incites violence. | This content is not permitted and is permanently rejected. Cannot be resubmitted. Review Sinch's Disallowed Content Policy before registering a new campaign. |
CR2006 / CR3005 / CR1110 | Third-party job boards: only the direct hiring company is allowed to send job-related messages. | This content is not permitted and is permanently rejected. Cannot be resubmitted. Review Sinch's Disallowed Content Policy before registering a new campaign. |
CR2012 / CR3008 | Lead generation / affiliate marketing: all third-party promotional use cases are forbidden. Consent must come directly from the end user to the registered brand. | This content is not permitted and is permanently rejected. Cannot be resubmitted. Review Sinch's Disallowed Content Policy before registering a new campaign. |
Disallowed Content Policy
Review the Disallowed Content policy here.
Important
Campaigns marked with 'cannot be resubmitted' involve disallowed content. Do not attempt to resubmit these. Contact support if you believe your content was flagged in error. For all other campaigns, after making the required changes, resubmit through your campaign portal.