Troubleshooting and rectifying A2P Standard/LVS Brands

During the A2P 10DLC onboarding process, you created a BrandRegistration resource. This resource represents an A2P 10DLC Brand.

The possible statuses of the BrandRegistration resource are as follows:

• "PENDING": your Brand registration has not yet been completed. Most Brand registrations complete within a few minutes, but a few registrations take more than seven days.
• "IN_REVIEW": your Brand registration has not yet been completed; your Brand information is under manual third-party review. Such a manual review takes seven business days or more. There is no action required from your side.
• "APPROVED": your Brand registration was completed and verified. You can now register your campaigns. Please note, however, that a Brand with APPROVED status might still have brand_feedback information which could be used to improve your Trust Score. Please see immediately below for details.
• "FAILED": your Brand registration's information couldn't be verified. Please review the errors fields to understand more about this failure.
• "SUSPENDED": your Brand is deemed to have potentially violated one or more rules for Brand registration established by the A2P ecosystem partners. This status will require Twilio Support assistance to address. Please see Section 1.1 below for details.

The brand_feedback field contains a list of Feedback IDs, where each ID corresponds to a recommendation on how you can improve your brand score. You will receive a list of feedback IDs on your brand registration, if any is determined necessary. Along with the list of feedback IDs, you will receive descriptive recommendations for ways to fix your brand registration.

Below are a list of possible errors representing brand_feedback and thus corresponding to a recommendation on how to improve your brand score. (Note that these particular feedback IDs pertain only to Standard and Low-Volume Standard Brands, as Sole Proprietor Brands cannot have e.g. Tax IDs or stock symbols):

Error: 30795

Message:

Brand Registration Feedback: Data mismatch related to tax id and its associated properties.

Description:

Your Brand has received feedback from The Campaign Registry upon registration. This brand registration cannot be used for campaign creation until the provided feedback has been addressed. In this particular case, there is a data mismatch related to the Tax ID that was provided during the registration and its associated properties such as business legal name.

Recommendations:

• Use your company's stock symbol.
• Use the stock exchange where your company stock is traded (i.e. NYSE, Nasdaq).

Possible Causes:

• The submitted US EIN is invalid.
• The submitted Canadian government ID cannot be verified.
• The submitted foreign government ID cannot be verified.
• The submitted legal company name does not match with US EIN.
• The submitted legal company name does not match with the Canadian government ID.
• The submitted legal company name does not match with foreign government ID.
• The submitted US EIN appears to be a US SSN.

Possible Solutions: Please edit your customer profile and update the business registration identifier with correct information that matches your tax returns. Please also make sure that your legal company name also matches the tax documents. You can follow this guide for steps to edit the customer profile using our public api or console.

Error Code: 30796

Message: Brand Registration Feedback: Non-public entity registered as a public for-profit entity or stock information mismatch

Description: Your Brand has received feedback from The Campaign Registration upon registration. This brand registration cannot be used for campaign creation until the provided feedback has been addressed. In this particular case, either a non-public entity has been registered as a public for-profit entity, or the stock information provided during the registration process doesn’t match the public company records.

Possible Causes:

• The submitted stock symbol and stock exchange could not be verified for the submitted legal company name.
• The submitted stock exchange is not recognized.

Possible Solutions:

• Please edit your A2P profile and update the stock_symbol and/or stock_exchange with correct information.

Error Code: 30797

Message:

Brand Registration Feedback: Non-government entity registered as a government entity. Must be a U.S. government entity.

Description:

Your Brand has received feedback from The Campaign Registration upon registration. This brand registration cannot be used for campaign creation until the provided feedback has been addressed. In this particular case, a non-government entity has been registered as a government entity. The entity registering the brand must be a U.S. government entity.

Possible Causes:

• The submitted company is not a US entity. Only US entities qualify for the Government Entity Type.
• The company’s submission as a Government Entity type could not be confirmed from independent sources.

Possible Solutions:

• Please change the entity_type field value to something other than Government. If you are a US Entity, please update the customer profile address to indicate the same.

Error Code: 30798

Message: Brand Registration Feedback: No IRS 501c tax-exempt status found.

Description:

Your Brand has received feedback from The Campaign Registration upon registration. This brand registration cannot be used for campaign creation until the provided feedback has been addressed. In this particular case, no IRS 501c tax-exempt status was found for the entity being registered.

Possible Causes:

• The submitted company is not a US entity. Only US entities qualify for the Non-Profit Entity Type.
• The submitted company is not verified as a US IRS recognized non-profit organization.
• The submitted company is verified as a US IRS recognized non-profit organization but the charitable subsection code was not reported.

Possible Solutions: Please change the entity_type field value to something other than Non-Profit. If you are a Non-Profit Entity, please update the customer profile to indicate the same.

The following Error Codes represent Brand registration failures that require corrective actions to successfully register.

Error Code: 30701

Message:

Brand Registration Failure: Invalid input parameters

Description:

Your Brand registration has FAILED with The Campaign Registry because of invalid input involving one or more of the following parameters:

• business_industry
• business_name
• business_registration_identifier
• business_registration_number
• company_type
• email
• first_name
• friendly_name
• iso_country
• last_name
• mobile_phone_number
• phone_number
• postal_code
• region
• state
• stock_exchange
• stock_ticker
• street
• website_url

Possible Causes & Solutions:

• Invalid business industry, please check the input field value and retry.
• Invalid Business Registration Identifier, please check the input field value and retry.
• Invalid Business Registration Number, please check the input field value and retry.
• Invalid city name, please check the input field value and retry.
• Invalid Company Name, please check the input field value and retry.
• Invalid Company Type, can be one of public, private, non-profit or government.
• Invalid country code, please check the input field value and retry.
• Invalid email address, please check the input field value and retry.
• Invalid First Name, please check the input field value and retry.
• Invalid Friendly Name, please check the input field value and retry.
• Invalid Last Name, please check the input field value and retry.
• Invalid mobile phone number, please use an active US Wireless mobile phone number and retry.
• Invalid Phone Number for Authorised Representative #1, please check the input field value and retry.
• Invalid postal code, please check the input field value and retry.
• Invalid state, please check the input field value and retry.
• Invalid Stock Exchange, please check the input field value and retry.
• Invalid Stock Symbol, please check the input field value and retry.
• Invalid Street name, please check the input field value and retry.
• Invalid website address, please check the input field value and retry.

Error Code: 30703

Message:

Brand Registration Failure: Duplicate record detected

Description:

Your Brand registration has FAILED with The Campaign Registry because a duplicate record was detected in one or more of the following input fields:

• business_name
• ein
• email
• mobile_phone_number
• phone_number
• stock_ticker
• website_url

Possible Causes:

• Business Name is already registered with TCR
• EIN is already registered with TCR
• Email is already registered with TCR
• Mobile phone number is already registered with TCR
• Phone Number for Authorised Representative #1 is already registered with TCR
• Stock Symbol is already registered with TCR
• The Website is already registered with TCR

Possible Solutions: Depending on the fields you may have received in the error message, please refer to the following solutions:

• Use a unique US mobile phone number for the registration.
• Use a unique business registration identifier for successful registration.
• Use a unique business name.
• Use a unique authorized representative.
• Use a unique email address.
• Use a unique website address.
• Use a unique business name.
• Use a unique stock symbol.

Note: in the event of a Brand registration failure you might also receive one or more of the following errors, which for the most part indicate very specific issues:

• 30712
• 30729
• 30734
• 30747
• 30748
• 30749
• 30750
• 30751
• 30752
• 30753
• 30754
• 30755
• 30756
• 30790
• 30791
• 30792
• 30793
• 30794

For the specifics of each of these Error codes, please see the relevant section of Twilio's Error and Warning Dictionary

If you have a suspended brand, it means the brand may have violated one or more of the following rules, causing Carriers / other ecosystem partners to suspend it:

• Campaign-to-traffic mismatch: In-market traffic does not match with the campaign registered
• Spam: including but not limited to any kind of unwanted or unsolicited messaging
• Controlled substance: including but not limited to messaging pertaining to controlled substances
• Phishing Messages: including but not limited to messaging designed to gain access to information through deceptive means
• (Excessive) Complaints: including but not limited to unacceptable volumes of consumer complaints
• Illicit Content: including but not limited to messages relating to illegal activity
• Fraudulent Messages: including but not limited to counterfeit/fraudulent goods or activities
• Affiliate Marketing: including but not limited to sharing of opt-ins to affiliate companies
• Promotional Gambling or the act of betting: including but not limited to the act of gambling or promoting gambling
• Lack of Age gate: No age gate mechanism for messaging campaigns that require it
• Illegal Sweepstakes: including but not limited to sweepstakes that do not follow required laws
• Other violations not listed above

The Twilio team should be reaching out to you to provide guidance on how to fix the suspended Brand. Please check your email or the Twilio Support Center. If you don't see anything, please raise a ticket.

While your brand is suspended, you will experience the following restrictions:

1. It is VERY important that you do not attempt to send similar messages via another existing or new Brand or Campaign. This could result in a serious violation and may result in termination / suspension of your account with Twilio.
2. Suspended Brands face the following restrictions
   1. Suspended Brands cannot be updated or used to register any new Campaigns. You will receive an error code 21731 if you try to do this.
   2. Suspended brands with active Campaigns may not be deleted via self-service. Suspended brands with no campaigns may be deleted via self-service.
   3. Your ability to create new Brands using the same tax ID may be restricted.
3. All campaigns associated with suspended brands will be suspended. Suspended Campaigns face the following restrictions
   1. Suspended campaigns cannot cannot be used to send messages. You will receive an error code 30033 if you try to do this
   2. Suspended campaigns cannot be deleted via self-service and you may not add / remove the numbers. You will receive an error code 21729 if you try to do this.
4. Before you resolve the suspensions, you're responsible for the monthly registration fees associated with suspended campaigns as well as the monthly fees associated with the numbers that are in the campaigns.
5. It is also possible that you won't be able to resolve the suspensions if the ecosystem has determined your use case is not fit for A2P 10DLC. If this is the case, after 60 days of being suspended, you may request the Twilio Support team to delete your suspended brands and campaigns. But you may be required to release all the associated phone numbers at the same time. In the future, we plan on deleting unresolved suspended brands and campaigns automatically after a certain period of time

Twilio supports resubmission of Brands in the unverified (or FAILED) state up to three times for free using either the Twilio Console or the Twilio Trust Hub API. Once you have reached this limit, reach out to Twilio Support for additional assistance.

While Twilio will continue to allow brand updates going forward, these may incur a fee at some point in the future, as each brand resubmission entails a charge by our A2P ecosystem partners.

When a Brand registration fails within the Console, here's what you can expect to see in your process to resubmit the Brand with correct information. Of course failure reasons can be various; this one happens to be a mismatch between the name associated with the provided business registration number (Tax ID/EIN) in publicly-available tax information, and the legal name you've provided for the Brand itself:

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When submitted using the Twilio Console, Brands will show descriptive error messages. From here, you can click "Edit customer profile" to begin the process of editing and correcting your Brand information. Note that you are not editing the Brand submission as such; that can only be deleted and resubmitted when you are using the Console. But the information that needs to be rectified is actually in the Customer Profile you submitted before the Brand creation step, and the Customer Profile can be edited via the blue button, as indicated.

After you have edited the Customer Profile to your satisfaction, and resubmitted this for approval, you'll go to Messaging > Regulatory Compliance > Brands in the left navigation and find the Brand that failed. Any Brand that you see in this list can be deleted, so be sure that you're deleting the correct one (this is one reason why its always a good idea to create Brands and other such entities with meaningful 'friendly names'). You will find the red Delete link in the dropdown when you click the three dots to the far right of the row with the Brand in question:

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Once you've deleted this Brand, you can go back to the Onboarding page under Regulatory Compliance, and if you're not already in the correct profile use the Switch Customer Profile link on the right to select the Profile you just edited. This should immediately take you to the Submit Brand page, allowing you to submit a new Brand with the rectified profile information.

What does this do? This step allows you to edit the A2P brand you've created if you have received a FAILED brand status and the tcr_id is not null. You will use the brand's SID (starting with BN) to make this update call.

NOTE: In contrast to the Console, where it's necessary to delete and recreate a failed Brand, through the API it is possible to call an update on an existing (failed) Brand submission, as shown in the code snippet below. However, as with the Console, it is the information you submitted in the Customer Profile or Trust Bundle associated with that Brand that actually needs to be rectified; otherwise the Brand submission will simply fail again for the same reason. This is why the Brand UPDATE call below contains only a single input parameter, the Brand SID; all of the information you're actually fixing is upstream of this call.

First, review the error message from the brand_feedback and/or feedback_reason parameters that you've retrieved in the Brand fetch step noted above. Where it's necessary to update information, you will need to perform the necessary updates using the relevant Trust Hub API endpoints as detailed in Steps 1 (Customer Profile submission) and 2 (Trust Bundle submission) of the API walkthrough documents. For example, you may need to update the associated customer profile or update the information attached to the listed end-user.

Once you have finished any necessary updates to your Profile and/or Trust Bundle , use the update method of the brand_registrations endpoint to update the brand's registration. As the following snippet indicates, the only necessary input parameter for this update call itself is the Brand SID (path or sid). The return json will contain the same parameters you've seen in the create and fetch calls for the Brand. Remember that your newly-updated information will in many cases require manual re-verification, so allow some time for this before checking Brand Registration status again.