Compliance & 10DLC Issues

Compliance is a prerequisite for sending messages through Sent. If your compliance submission is incomplete, rejected, or missing required information, your messages will not be delivered. This guide covers the most common compliance-related issues and how to resolve them.

Compliance requirements exist to protect consumers and are enforced by carriers and regulators. Non-compliant messaging can result in number suspension, fines, or account termination. If you're unsure about requirements for your use case, contact support before sending.

Compliance Checklist

Before submitting your compliance form, make sure you have the following ready. Having everything prepared upfront avoids back-and-forth and speeds up approval.

Legal business name -- must match your official registration documents
Business address -- the registered address of your business entity
EIN or Tax ID -- for US businesses, your Employer Identification Number; for non-US businesses, the equivalent tax registration number
Live website URL -- must be publicly accessible at the time of review (not localhost, not behind authentication)
Privacy policy URL -- must be live and must mention SMS or messaging communications
Opt-in mechanism URL -- a direct link to where end users consent to receive messages from you
Use case description -- a clear explanation of what messages you send, who receives them, how they opted in, and how often they receive messages
Sample messages -- one or two examples of the messages your application will send
Opt-out instructions -- how recipients can stop receiving messages (e.g., reply STOP)

10DLC Errors Blocking SMS Sending

The Problem

You have been approved on the Sent platform, set up your channels, and attempted to send SMS messages to US numbers -- but messages fail with a 10DLC-related error.

What Is 10DLC?

10DLC stands for 10-Digit Long Code. It is the required registration framework for A2P (Application-to-Person) SMS messaging in the United States. Every business that sends automated or programmatic SMS to US phone numbers must have a registered brand and campaign with The Campaign Registry (TCR).

Sent handles TCR registration as part of the compliance process. When you submit your compliance form, Sent registers your brand and campaign with TCR on your behalf.

Why Messages Fail

Messages will fail with a 10DLC error if:

Your compliance submission was incomplete and TCR registration was not completed
Your brand or campaign was rejected by TCR
Your compliance form was approved but the TCR registration is still processing (this can take 3-7 business days)
You are sending messages that do not match your registered campaign use case

How to Fix It

Go to Dashboard -> Compliance and check the status of your submission.
Look for any rejection notices, pending items, or action items that require your attention.
If your status shows as approved but messages still fail, the TCR registration may still be propagating. Wait 24-48 hours and try again.
If you see a specific rejection reason, address the issue and resubmit your compliance form.
If the status is unclear or you cannot determine the issue, contact Sent support with your account email and the error message you are receiving.

TCR registration typically completes within 3-7 business days after your Sent compliance form is approved. During this window, SMS to US numbers may not be delivered.

Compliance Form Questions

The Problem

The compliance form asks for business-level details that may seem excessive, especially if you are an individual developer or working on a small project. Understanding what is needed and why helps you fill it out correctly the first time.

Required Information Explained

Legal Business Name Enter the name your business is registered under -- not a product name or DBA. This must match the name associated with your EIN or tax ID. If you are a sole proprietor, use your full legal name.

Business Address Your registered business address. This is verified against public records, so it must match your official filings.

EIN / Tax ID For US businesses, this is your 9-digit Employer Identification Number. For businesses outside the US, provide your local tax registration number or business registration number.

Website URL A publicly accessible website that represents your business. The site must be live and reachable at the time of review. Placeholder pages, under-construction pages, or password-protected sites will result in rejection.

Message / Call-to-Action Field This field should contain a direct URL to the page where users opt in to receive messages. For example, if users sign up on https://yourapp.com/signup and check a box to receive SMS notifications, that URL goes here.

Use Case Description Clearly explain:

What type of messages you will send (e.g., order confirmations, appointment reminders, OTP codes)
Who receives the messages (e.g., registered users of your platform)
How recipients opted in (e.g., checked a consent box during registration)
Approximate message frequency (e.g., 2-3 messages per week per user)

Privacy Policy URL Must link to a live privacy policy that explicitly mentions SMS or messaging communications, including how users can opt out.

Building on Behalf of Another Business?

If you are a developer building a messaging integration for another business, enter that business's details on the compliance form — not your own. The compliance registration must reflect the entity that end users will receive messages from.

A2P Registration Requirements

The Problem

You are not sure what registration is required for your messaging use case, or the requirements differ from what you expected.

What Is A2P?

A2P stands for Application-to-Person. It refers to any message sent from a software application to a human recipient, as opposed to P2P (Person-to-Person) messages between two individuals. Virtually all messages sent through Sent are A2P.

Requirements by Channel

US SMS (10DLC)

10DLC registration is mandatory for all A2P SMS to US numbers
Sent handles registration with The Campaign Registry (TCR) as part of your compliance submission
Your brand and campaign must be approved before messages will be delivered
Throughput limits depend on your brand trust score assigned by TCR

International SMS

Requirements vary by country
Some countries require sender ID pre-registration (e.g., India, Philippines)
Some countries have content restrictions or mandatory message templates
Certain countries block international A2P SMS entirely or require local partnerships
Sent's compliance review covers foundational requirements; country-specific details are addressed during channel setup

WhatsApp

You need a Meta-approved WhatsApp Business Account (WABA)
Message templates must be submitted to and approved by Meta before use
WhatsApp has its own compliance rules around opt-in, message categories, and sending limits
Sent guides you through WhatsApp-specific setup as part of channel configuration

Sent's compliance review covers the foundational requirements for your account. Channel-specific requirements (such as WhatsApp template approval or country-specific sender ID registration) are handled during channel setup and configuration.

A common design question is whether the marketing messaging opt-in checkbox can be merged with a mandatory terms of service or purchase confirmation checkbox — so that completing an action (booking, purchase, account creation) automatically grants marketing consent.

Why this approach is risky

This pattern — sometimes called "bundled consent" — is broadly non-compliant and can expose you to regulatory and carrier liability:

US SMS (TCPA/CTIA): The CTIA guidelines and TCPA require that consent to receive marketing text messages be obtained separately from unrelated agreements. Tying marketing opt-in to a required step in a purchase or signup flow is considered coercive and can constitute a TCPA violation.
Meta/WhatsApp: Meta's messaging guidelines require opt-in language to be presented clearly and distinctly. Consent must not be a required condition for accessing a service that is not itself a messaging service.
EU/UK (GDPR/PECR): GDPR explicitly prohibits bundled consent — marketing consent cannot be a precondition for a non-messaging service. Consent must be freely given, specific, and separately obtained.

What compliant opt-in looks like

Present the marketing consent as a separate, optional, unchecked checkbox with clear language. Positioning it near (but distinct from) a mandatory agreement is acceptable, as long as it can be independently checked or left unchecked without blocking the user's action:

☐ I agree to receive marketing messages from [Your Brand]. Message and data rates may apply. Reply STOP to opt out.

Users who do not check the box must still be able to complete the purchase or sign up.

For US SMS specifically, freely given consent that is not bundled with other agreements is a strict requirement — not a best practice. If your opt-in UI ties marketing consent to a purchase or account creation step, do not launch it for US audiences without legal review.

If you are unsure whether your specific opt-in design satisfies the requirements for your target markets, contact support@sent.dm before going live.

Compliance Submission Rejected

The Problem

Your compliance submission was rejected and you received an email explaining the reason. You need to understand what went wrong and how to fix it.

Common Rejection Reasons

Website not live or not accessible Your website URL returned an error, was behind authentication, or showed a placeholder page at the time of review. Make sure the site is publicly accessible and fully functional before resubmitting.

Privacy policy missing or incomplete Your privacy policy either could not be found at the provided URL, or it does not mention SMS or messaging communications. Update your privacy policy to include:

That your service sends SMS or messaging communications
What types of messages are sent
How users can opt out of receiving messages
How user data related to messaging is handled

Opt-in mechanism not clearly visible The reviewer could not find a clear opt-in mechanism on the URL you provided. Make sure:

The consent checkbox or opt-in prompt is visible without scrolling excessively
The opt-in language is explicit (e.g., "I agree to receive SMS notifications from [Business Name]")
The opt-in is not pre-checked -- users must actively consent

Business information does not match public records The business name, address, or tax ID you provided does not match publicly available records. Double-check your information against your official business registration documents.

Use case violates Acceptable Use Policy Sent prohibits certain categories of messaging, including but not limited to:

Illegal content or services
Deceptive or misleading messages
Phishing or social engineering
Cannabis, CBD, or controlled substance marketing (varies by jurisdiction)
Debt collection harassment
Messages without proper opt-in consent

If your use case was flagged in error, contact support with a detailed explanation of your messaging purpose.

How to Resubmit

Go to Dashboard -> Compliance.
Review the rejection reason provided in the email or displayed in the dashboard.
Fix the identified issues.
Update your compliance details in the dashboard.
Resubmit the form for review.

There is no limit on resubmissions, but repeated submissions without addressing the stated issues may delay review.

Country-Specific Compliance Considerations

Messaging regulations vary significantly by country. Below is a summary of the major regulatory frameworks you should be aware of.

United States

TCPA (Telephone Consumer Protection Act) -- requires prior express written consent for marketing messages and prior express consent for informational messages
10DLC registration -- mandatory for all A2P SMS traffic
Opt-out -- recipients must be able to reply STOP to opt out, and the opt-out must be honored immediately
Quiet hours -- some states restrict messaging during certain hours (typically before 8 AM or after 9 PM local time)
CTIA guidelines -- industry guidelines that carriers enforce, including message content standards and opt-in requirements

European Union

GDPR (General Data Protection Regulation) -- requires explicit, informed consent before sending messages; consent must be freely given and separately obtained from other terms
Right to opt out -- recipients must be able to withdraw consent at any time, and withdrawal must be as easy as giving consent
Data processing -- you must have a lawful basis for processing the recipient's phone number for messaging purposes
Record keeping -- you must be able to demonstrate that consent was obtained

United Kingdom

PECR (Privacy and Electronic Communications Regulations) -- similar to GDPR requirements, with additional rules specific to electronic communications
ICO enforcement -- the Information Commissioner's Office actively enforces messaging compliance
Soft opt-in -- permitted in limited circumstances for existing customers, but explicit consent is safer

Other Regions

Canada (CASL) -- requires express or implied consent; implied consent expires after two years
India (TRAI) -- requires sender ID registration and DND (Do Not Disturb) list compliance
Brazil (LGPD) -- similar to GDPR, requires legal basis for processing personal data

Sent's compliance review helps ensure you meet baseline platform requirements, but you are ultimately responsible for legal compliance in every jurisdiction where you send messages. Consult legal counsel if you are unsure about the regulations that apply to your use case.

Carrier-Level Restrictions

Beyond regulatory requirements, individual carriers may impose their own restrictions:

Content filtering that blocks certain keywords or message patterns
Rate limits that vary by carrier and sender reputation
Additional registration requirements for high-volume senders
Restrictions on certain message categories (e.g., some carriers block loan or gambling-related content)

These restrictions are not always publicly documented and can change without notice. If your messages are being filtered despite regulatory compliance, contact Sent support for guidance. For more on delivery failures caused by carrier filtering, see Messages Not Delivered.

Still Stuck?

If your compliance issue is not covered here or you need help understanding the requirements for your specific use case:

Check Dashboard -> Compliance for any actionable items or status updates.
Review the rejection email (if applicable) for specific details about what needs to be fixed.
Contact Sent support at support@sent.dm with:
- Your account email address
- The specific compliance issue or error you are encountering
- Any relevant screenshots from the dashboard
- Your intended messaging use case and target countries

Account Activation & KYC Review — if your account is still under review or your compliance submission is pending
Messages Not Delivered — if your compliance is approved but messages are failing to deliver
Phone Number & Sender ID Issues — for sender ID registration and number provisioning questions

On this page