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Question

SMS Campaign Rejection

Forum|Forum|1 year ago
June 14, 2024
15 replies
17 views

I work for a nonprofit organization and we have been trying to get an SMS campaign submitted for months. I have followed the campaign creation checklist to a T, and I continue to get vague rejection messages that don't make sense based on all the work we've done to make our campaign legitimate. It's frustrating because we don't use Zoom texting for any commercial purposes anyway- we rely on it to communicate with our clients. Below is the message I got with our most recent campaign rejection:

Upstream CNP declined sharing request for campaign CWIOFGR. Explanation: Opt in message does not have brand or disclosures, Inadequate details on website consent method

I left the Opt-in Message as it was when I submitted the form (Zoom automatically creates it for you, and I would assume they do so with the appropriate requirements in place) so I'm confused as to how that could be the issue. Here's the message: "Text START to receive text messages from [our org name here]. Message frequency may vary. Message and Data Rates may apply. To end messaging from us, reply with STOP. Reply with HELP for more information."

Below is the info I provided in the website consent method box:

Description: Consumers opt-in to receive messages when they submit some webforms by checking a box to receive communications from [our org name here]via SMS text. If the box is not checked, they will not receive messages. These forms include a disclosure which states that messaging and data rates may apply, frequency may vary, and they can reply STOP any time to opt out of SMS messages.

Does anyone know why we are still getting rejected? I even sent a screenshot of our web forms to Zoom support, and they said that the opt in/opt out messages we wrote on the checkbox section were adequate. Any help would be greatly appreciated, our ability to serve our community depends on this essential function. Thanks!

SMS

Show previous replies

D

dspriggs

Newcomer

I work for a non-profit and we have followed the instructions exactly. We have tried so many times now and received the worst, most incompetant customer service. They even suggested we have an attorney review it. Guess what? I am an attorney. It's been over 6 months now. We liked zoom to start with, but this is getting absolutely ridiculous. We give them a link to our website and they still say it's either not there or that it doesn't have the required information.

D

DanoNet

Newcomer

Our latest rejection states: "On your OPT in message add the following text- Message and Data Rates may apply."

I scroll down and read our opt-in message: "Message and Data Rates may apply."

It is obvious a human is not reviewing these. It is non-sensical. We have been trying to get a campaign passed since November 2023 and we are a non-profit.

S

ShannonTJ

Newcomer

Maybe if you watched Zoom's newest online seminar about this 10,000 times in a row without stopping it would allow us to tap into an alternative dimension where the reviewers' average IQ is 50 points higher?

MGSR

Community Manager

Hello there,

We're sorry for the late response and inconvenience.

The issue with the rejection normally is due to the policies on the websites mentions selling or sharing customer data to third parties and/or affiliates or vaguely not being able to address this. Your privacy policy must be updated to remove this language.

You may use this sample verbiage to update your policy: “No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All other categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties”.

You may check out this webinar for more information.

Thank you and have a great day!

M

MtDA

Newcomer

Thanks, Mark...if you're real and not just AI. If you would read the responses above, we have all been following your suggested text above EXACTLY. And still get rejected. I've signed up for the (supposedly) live webinar to see if I can get any better explanation. I apologize if this is too snarky - obviously very frustrated with this whole process.

O

OpsManager26Author

Newcomer

The webinar was a waste of time. They did a super surface level review of all of the information that is already readily available, and then told us to call Zoom Support with any additional issues. I called and was told I would receive an email follow up. The 'follow-up' was just an email letting me know my ticket was closed.

M

MtDA

Newcomer

Well, but hopefully you got some more "badges!" 🤣

A

AdiiBaadshah

Newcomer

I can relate to your situation! We faced similar issues with our SMS campaigns at Globe SIM Registration. We found it helpful to include our brand name in the opt-in message. It should also have a link to our website's consent details. You might want to specify your nonprofit's name. That small change made a big difference for us. Hope this helps!

X

xasir

Newcomer

The reason your campaign keeps getting rejected is likely due to Zoom’s automated compliance system flagging either the opt-in message or the website consent method. Even though your messages and web forms are technically correct, the system may require the brand name to appear explicitly at the very start of the opt-in message and for the consent checkbox on your website to be clearly visible with all required disclosures. Similar to how users must carefully follow the process for a new globe sim reg, ensuring every detail is correct can prevent rejections. Adjusting the opt-in message to put the brand first and ensuring the live consent is fully visible usually resolves these rejections.

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