Reasons Why Your Account May Get Suspended For Sending SMS

If your account has been suspended, this article can help you to know why this happened and what you need to do.

If you see messages like these, it means your account has been suspended.

Something went wrong. Please check your Twilio account credentials and message support if this persists
Failed to retrieve Phone Numbers - Please refresh the page to attempt fetching the phone numbers again. Lead Connector returned Unauthorized.

Reasons Why You May Get Suspended

Lack of Sender Identification:

Every message you send must identify you (the party that obtained the opt-in from the recipient) as the sender, except in follow-up messages of an ongoing conversation. Such that the message recipient can immediately associate where/whom they have given consent to.

Lack of Opt-Out Language:

The initial message that you send to an individual needs to include the following language: "Reply STOP to unsubscribe," or the equivalent using another standard opt-out keyword, such as STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT.

High Error Rate:

A high error rate can be driven by one error code or by the sum of several collectively. See the article called, “Twilio Error Messages”.

High Opt-Out Rate:

A high opt-out rate is an indication of unwanted/unsolicited messaging.

Your targeted audience must be aware of what they are signing up for and your website/form must clearly state how their information will be used and they have to provide consent to it accordingly.

Consent / Opt-in:

Before sending the first message, you must obtain agreement from the message recipient to communicate with them - this is referred to as "consent", you must make clear to the individual they are agreeing to receive messages of the type you're going to send.

Your Key Messaging Metrics

Your messaging activity reflects consumer-impacting and/or policy-violating content being sent. Your opt-out and error rates have reached higher than acceptable levels.

A good opt-out rate is typically in the range of 0—0.3%
A good error rate is typically in the range of 0—6%

How to Activate the Account and Prevent Future Account Suspension?

An email to the account email address will be sent to inform the account holder when this occurs.

Please copy the following template, fill out the answers, attach the screenshots, and initiate a ticket with our support so we can create a ticket with Twilio support to unsuspend the account for you:

1. Attach a screenshot of the first text message in the workflow once your leads opt-in

After you set up your workflow with the first message compliant according to the guidelines below, record a Loom video or share a screenshot of the first SMS. Notice in the screenshot below you are sharing who is sending the SMS, from where you are writing and the option to opt-out.

Examples of messages violations:

Hello Zina. Do you own 1768 Woodtree Cir? Really wanna talk about it if you have time.
Hey Shubham, it's Shivam. Let's start 2024 by claiming your XXXXX (up to $26K/person). Interested? YES for more information!

2. Please provide the Web URL address around your data collection methods

Screenshot of Website / Registration form where customer shared their contact details/consent for said SMS communication. This is the point at which you collect consumer data, and the consumer consents to receiving SMS messaging which should include the following:

Program name and/or a description of the messages that will be sent
Organization or individual being represented in the initial message
Fee disclosure
1. E.g. "Message and data rates may apply"
Service delivery frequency or recurring message disclosure
1. E.g. "4 messages per month", "Message frequency varies", "1 message per login", etc
Customer care information
1. typically "Text HELP for help" or Help at XXX-XXX-XXXX) - not required for single message programs (i.e 2FA)
Opt-out instructions
1. (typically "Text STOP to cancel") - not required for single message programs (i.e 2FA)
Link to Privacy Policy describing how end-user opt-in information will be used
Link to Terms and Conditions describing terms of service
Incorporate an optional checkbox that end-users must select to receive SMS messaging. The checkbox can not be pre-selected. The checkbox provides the end-user the ability to agree, or not agree, to receive SMS messaging

3. Attach a screenshot showing a checkbox on your forms to ensure the lead gives consent when filling them out.

Example:

4. Please explain whether you receive direct consent from end-users and/or where end-users are signing up to agree to receive your communication

Per Twilio's Messaging Policy under Consent / Opt-in - Consent can't be bought, sold, or exchanged. Meaning it cannot be purchased through a 3rd party site or public records.

5. Confirm that you ceased the traffic that is driving the high opt-out and error rates

6. If your account is suspended because of violations in obtaining and/or maintaining user consent, you might be asked to provide proof of opt-in for certain phone numbers. Once you reach out to support we will look at this information with Twilio but be prepared to provide proof of opt-in for certain phone numbers.

Proof of opt-in should include:

Name of the end user
Email Address of the end user
Physical Address Collected
Registration Date and Time
IP address or other method of collection
Complete Web URL address or details around other collection methods
Screenshot of Website / Registration form where customer shared their contact details/consent for said SMS communication with all possible details mentioned above

Once you complete the phone validation and respond to the email with the proof, our Support Team will follow up with you to help activate the account.