SMS usage and content policies for disallowed content

OverviewThis article covers 8x8's SMS usage and content policies for A2P 10DLC campaigns in the US and Canada. It outlines consumer consent requirements, required website copy, disallowed content categories, campaign registration guidelines, and rejection codes. All business SMS messages sent through 8x8 Work are subject to carrier-level content enforcement.

Note

8x8 SMS does not automate opt-in, opt-out, or HELP responses. When consumers send STOP, START, or HELP, your team must respond manually.

Consumer consent

You must obtain your customer's consent before sending any SMS messages. Carriers can request an opt-in audit at any time, and campaigns without documented consent are rejected or suspended.

Consent types

Valid opt-in methods

At least one of the following must be described in your campaign's call-to-action field:

• Submitting a web form that includes SMS consent language

• Clicking a button on a mobile webpage

• Texting an advertising keyword (e.g., texting JOIN to a short code)

• Replying to a business-initiated message (consent limited to that topic)

• Signing up at a point-of-sale or in-person location

• Opting in over the phone via IVR

Opt-in records you must keep

Retain the following for every opt-in, in case a carrier requests proof:

• Timestamp of when consent was obtained

• Method used (web form, paper form, SMS keyword, phone, etc.)

• Exact language the consumer agreed to

• The specific campaign the consent applies to

• IP address, if consent was given online

• Consumer phone number

• Name or identifier of the individual who consented

Opt-out rules

Consumers must always be able to opt out. Your program must:

• Support opt-out via text, phone, or email at any time

• Honor STOP and plain-language equivalents: stop, end, unsubscribe, cancel, quit

• Treat minor variations (capitalization, punctuation) as valid opt-outs

• Send one confirmation message and then stop all messaging immediately

Note

Capitalization does not matter. "STOP", "stop", "Stop", and "STOP!" are all valid opt-out requests.

Required website copy

If your website collects phone numbers, you must add both items below before your campaign can be approved.

• SMS disclaimer - Place near your phone number field, above the Submit button. Copy this text exactly: "By providing my phone number to [Company Name], I agree and acknowledge that [Company Name] may send text messages to my wireless phone number for any purpose. Message and data rates may apply. Message frequency will vary, and you will be able to opt out by replying STOP; assistance can be found by texting HELP. For more information on how your data will be handled please visit: [Privacy Policy URL]"

• Privacy policy statement - Add to your Privacy Policy page, Contact Us page, or home page. Copy this text exactly:
  "No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. All categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties."

Disallowed content categories

The following content types are blocked by US wireless carriers regardless of opt-in status. Campaigns containing this content will be rejected and, in most cases, cannot be resubmitted.

Summary of disallowed categories

Category Detail & Sample Messages

High-risk financial services

Rejection codes: CR1112, CR2014, CR3013, CR4011  |  Numeric: 709  |  Cannot resubmit

Covers payday loans, short-term high-interest loans, cryptocurrency promotions, stock-pick alerts, and third-party financial services. First-party lenders (e.g., a bank sending its own account alerts) may be permitted with express written consent. Cryptocurrency and stock platforms may only send 2FA messages; no promotional content is permitted.

Not allowed:

• "Get cash fast! $500 payday loan — approval in 10 min. Reply YES to apply. Text STOP to opt out."

• "Crypto Alert: BTC just dropped 8%! Buy the dip now at CoinFast.io. Reply STOP."

Allowed: "First National Bank: Your account ending in 4821 has a payment due of $320 on June 5. Log in at fnb.com to pay. Msg & Data rates may apply. Reply STOP to opt out."

Get rich quick / MLM

Rejection reason: minimal effort for substantial financial gains  |  Cannot resubmit

Phrases such as "earn from home", "passive income", "financial freedom", or "be your own boss" will trigger rejection even if your business is legitimate. MLM products or services associated with unsolicited messages are prohibited. Legitimate brokerage and investment firms may be approved for account-management messages only.

Not allowed: 

• "Make $3,000/week from home! No experience needed. Limited spots. Text JOIN to 55555."

• "OPPORTUNITY: Work 2 hrs a day, full-time income. Visit earnfast.biz. Reply STOP."

Allowed: "HerbaLife Orders: Your order #4821 has shipped. Arrives June 3. Track at hl.com/track. Reply STOP."

Cannabis, CBD and controlled substances

Rejection codes: CR1113, CR2015, CR3014, CR4012  |  Numeric: 701  |  Cannot resubmit

This ban covers all message types, not just promotions. Order confirmations, appointment reminders, and 2FA codes are also prohibited if the business involves cannabis, CBD, hemp, kratom, or prescription drugs. No approved SMS path exists for these businesses on standard A2P channels.

Note

Recommended alternatives include email marketing, in-app push notifications, and direct mail.

Not allowed: 

• "Green Leaf Dispensary: Your order is ready for pickup. Show this text for 10% off. Reply STOP."

• "CBD Relief: New hemp oil drops — 30% off this week. Shop at cbdrelief.com. Reply STOP."

Gambling and raffles

Rejection codes: CR1111, CR2013, CR3012, CR4010  |  Numeric: 704  |  Cannot resubmit without carrier approvalPaid-entry raffles and online gambling or betting promotions are prohibited. Sweepstakes where no purchase is required may be registered as a separate use case.

Not allowed:

• "BetSports: NFL odds are live. Place your bets at betsports.com. 18+ only. Reply STOP."

• "Win a car! Buy raffle tickets $10 each. Drawing June 30. rafflewin.com. Reply STOP."

Allowed (sweepstakes, no purchase required): "SunBurst Coffee: Enter our sweepstakes — no purchase needed! Win a $500 gift card. Enter at sunburst.com/win by June 30. Reply STOP."

S.H.A.F.T.: sex and hate speech

Rejection codes: CR1114, CR2016, CR3015, CR4013  |  Numeric: 703 (sexual), 705 (hate)  |  Cannot resubmit

Sexually explicit content, adult entertainment platforms, hate speech, slurs, and profanity are permanently banned with no resubmission path. Non-explicit dating apps may be approved for clean promotional messaging about app features.

Not allowed: "HotDates: Sexy singles in your area. Join free at hotdates.com. Reply STOP."Allowed (non-explicit dating app): "Hinge: You have 3 new matches! Open the app to connect. Download at hinge.co. Msg freq: varies. Reply STOP."

S.H.A.F.T.: alcohol, tobacco and vaping

Rejection codes: CR1115, CR2017, CR3016, CR4014  |  Numeric: 706 (alcohol), 707 (tobacco/vape)  |  Can resubmit after adding age gate.

This is the only disallowed category where resubmission is possible. A "Yes, I'm 21+" checkbox is not acceptable. You must implement a real date-of-birth entry form (day/month/year). Tobacco and vaping are not allowed on Toll-Free numbers even with an age gate; use 10DLC or Short Code. Firearms are prohibited on Short Code and Toll-Free; parts-only messaging may be allowed on 10DLC. Canada requires a special carrier exemption regardless of age gate.

To resubmit: Add a date-of-birth form to your opt-in page, select "Age-Gated Content" under Campaign Content Attributes in the Admin Console, and update your campaign with the age gate URL or a screenshot of the opt-in flow.

Not allowed (no age gate): "BrewCo: Our summer IPA is back! Order a 6-pack at brewco.com/shop. Reply STOP."

Allowed (age gate confirmed at opt-in): "BrewCo Alerts: Your seasonal pack ships tomorrow! 21+ only. Msg & Data rates apply. Reply STOP."

Lead generation, affiliate marketing and third-party debt

Rejection codes: CR2012, CR3008  |  Numeric: 708, 709  |  Cannot resubmit

Only the business that collected opt-in consent may send SMS messages to those contacts. Buying, selling, renting, or sharing opt-in lists is prohibited. Review your Privacy Policy and Terms of Service and remove any language about sharing or selling user data. First-party lenders and businesses directly owed a debt may message their own customers.

Not allowed: 

• "DebtFree.org: We can reduce your debt by 50%! Call 1-888-DEBT-NOW. Reply STOP."

• "QuoteHub: Compare quotes from 20+ carriers at quotehub.com. Reply STOP."

Allowed: "City Medical Center: Outstanding balance of $180 for your March 14 visit. Pay at citymedical.com/pay. Reply STOP."

Third-party job boards

Rejection codes: CR2006, CR3005, CR1110  |  Cannot resubmit

Only the actual hiring company may register a job-related campaign. Staffing agencies must register under the client company doing the hiring, not under the agency itself.

Not allowed: "JobsNow: 500+ new jobs posted today. Browse at jobsnow.com. Reply STOP."

Allowed (direct employer): "Target Hiring: Hiring part-time associates in Austin, TX. Apply by June 15 at target.com/careers. Msg & Data rates apply. Reply STOP."

Campaign registration requirements

All campaigns are vetted before they can be assigned to phone numbers. Incomplete or vague entries are a common reason for rejection.

• Verify your brand: Provide a website URL that clearly reflects your registered brand name, business address, and contact information. The name on your website must match your legal company name.

• Write your campaign description: Describe exactly how your business uses SMS. Carriers check your description against your website and sample messages for consistency. Minimum 40 characters.
  Sample description: "We use SMS to communicate directly with our clients. We send acknowledgement messages when we receive an inquiry and follow up for appointment scheduling and support. No marketing SMS is sent."

• Write your call-to-action (CTA): Describe how a consumer consented to receive your messages. Include the opt-in method, the URL where consent was collected, and any consent language shown at sign-up. If multiple opt-in methods are used, describe all of them.

CTA field requirements by opt-in method

• Set up opt-in, opt-out, and HELP messages: These are mandatory for all campaigns. Every message must include "Msg & Data Rates May Apply." Replace [Brand Name] with your actual brand name.

  Tip

  In the Admin Console, type START in the Opt-In keyword field and press Enter to save it before moving on.|

  Message templates

• Add sample messages: Provide specific examples of the actual messages your campaign will send. Every sample must include the brand name, message frequency, opt-out instructions, and Msg & Data Rates May Apply. Minimum 20 characters each. Sample messages for campaign registration:

  • "Thank you for contacting [Company]. We will get back to you shortly. Reply STOP to opt out."

  • "Hi [name], your appointment is confirmed for [date] at [time]. Reply STOP to unsubscribe."

Rejection codes

When your campaign is rejected, you will receive a rejection code. Find yours below and follow the recommended action.

Quick reference: can I resubmit?

Related articles

• SMS campaign registration and impact

• How to register SMS campaign in 8x8 Admin Console

• Assign an SMS campaign to a phone number