How to Review A2P Campaign Rejection Reason

Objective

A2P 10DLC is a application submitted by a customer to Twilio via Outreach's "Compliance & Trust" tab under the "Phone numbers" section. This is a very strict application that can be rejected easily if the customer does not provide proper evidence or submits incorrect information.  

Applies To

• Organizations who have received a "Rejected" Status 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/develop/sms/regulatory-compliance/campaigns  
4. Click on the Campaign ID 
5. Review where the error lies. In this example, the customer did not provide opt-in evidence. In the below example, they did not provide a publicly facing website where a reviewer can check that opt-in is shown. As an example see here. Further, we can compare what they have provided, versus what we note as a "GOOD" example in our public article Application-to-Person (A2P) SMS Registration Requirement 
   • 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 that in order to submit a new campaign, the old one has to be deleted. Once they acknowledge both, then you can delete the campaign specific to the sub-account. Ensure the shortname is the correct one. 
7. Once deleted, they are able to submit a campaign again by going here: https://web.outreach.io/admin-exp/phones/compliance-and-trust