How to Review Business Profile Rejection Reason

Objective

Business Profile is the first step to getting a features such as Verified Caller ID and A2P 10DLC (Texting) working properly. It enables our customers to submit business information to Twilio. 

Applies To

• Organizations who have received a "Rejected" Status for Business Profiles within the "Compliance & Trust" tab. 

Procedure

Step 1: Review and confirm within Outreach their application was rejected. 

1. Impersonate the customer and go to Org Settings > Phone Numbers > Compliance & Trust Tab. Review and confirm that it shows "Rejected"

Step 2: Go to Twilio Console to get granular details

1. Log into the Twilio Console portal 
2. Access their sub-account first or the below link will not work. Ensure you are accessing the right sub-account. 
3. Go directly to this link:  https://console.twilio.com/us1/account/trust-hub/customer-profiles 
   Note that you can also access this page through the menu if the link isn't working:
   Messaging > Regulatory Compliance > A2P 10DCLC > Switch Customer Profile
4. Click on the Business Profile ID
5. Review where the error lies. In this case Twilio was unable to verify the authorized representative's affiliation to the business. This issue can occur for example if the website URL (domain) that is submitted does not match the domain of the authorized representative's email address. 
   • If you are confused and if the error is vague, you are able to submit a Twilio support ticket and ask for the granular reason.
6. Inform the customer why the campaign was rejected and they can update the Business Profile in Outreach and submit it. Then it will be reviewed again. https://web.outreach.io/admin-exp/phones/compliance-and-trust