10DLC SMS Campaign gets rejected with Opt-in process not compliant or opt-in is not explicit

Question

Can I get some more details on this error: Non-compliant opt-in Opt-in process not compliant or opt-in is not explicit.

**Campaign opt-in workflow**
This SMS notification service is provided by Bamboo Health and is used exclusively for account security purposes, including phone number verification and Multi-Factor Authentication (MFA) when a suspicious login is detected. As part of submitting the account registration form, users explicitly consent to receive SMS messages by checking a separate, unchecked consent box contained within the form. The consent box includes the following: "By checking this box and submitting this form, I consent to receive SMS Account Notifications from Bamboo Health, including phone number verification and Multi-Factor Authentication (MFA) in the event of a suspicious login attempt. Msg & Data rates may apply. For support, text HELP or call [Phone Number]. Reply STOP to opt-out. Terms & Conditions: https://bamboohealth.com/terms-and-conditions-of-use/ | Privacy Policy: https://bamboohealth.com/privacy-policy/."  Screenshots of the opt-in process are provided for account registration here: https://hbudotco-my.sharepoint.com/:i:/g/personal/eestacio_hbu_co/EQzggLYmpnRPixWIFUcuhZABTK0XsV0WN_elRUfLvEyqcQ?e=pOqWQq .The frequency of SMS messages is strictly limited to account security purposes and will only occur in two instances: phone number verification during registration and Multi-Factor Authentication (MFA) in the event of a suspicious login attempt. Users may receive up to 10 messages per month, depending on these events. Users can opt-out of SMS account notifications at any time by replying STOP to any message they receive. Opting out will stop users from receiving account notifications. For questions or concerns, users can contact our support team at [Phone Number] or visit bamboohealth.com.

**Campaign description**
Campaign Name: Bamboo Health
Campaign Description: Bamboo Health aims to send SMS notifications solely for enhancing account security. It includes phone number verification and Multi-Factor Authentication (MFA) in the event of a suspicious login attempt. The goal is to safeguard account access, verify the user's identity, and protect sensitive information from unauthorized access.

**Opt-in confirmation message**
Welcome to Bamboo Health. You're now signed up to receive SMS messages for account notifications, including phone number verification and Multi-Factor Authentication (MFA). Msg & Data rates may apply. Reply STOP to opt-out.

**Help message**
Bamboo health Notification: for help call [Phone Number] or visit bamboohealth.com Msg & Data rates may apply. Text STOP to cancel.

**Stop message**
You have opted out of Bamboo Health notifications. No more messages will be sent. Reply HELP for help or call [Phone Number].

**Vertical**
HealthCare

**Message sample 1**
Your verification code is [OTP CODE]. Use this code to verify your phone number.

**Message sample 2**
A suspicious login attempt was detected on your account. Please verify your identity using the OTP: [OTP Code]. If this wasn't you, contact support immediately at [Phone Number] or visit bamboohealth.com

rePost-User-0203150 · Answer

Hello,

I see that you are observing an issue while completing the 10DLC Campaign registration as it is failing with the reason "Non-compliant opt-in Opt-in process not compliant or opt-in is not explicit".

Please refer the below documentation[+] which mentions in detail about the error which you are currently observing:

[+] https://docs.aws.amazon.com/sms-voice/latest/userguide/help-registration-rejection-reason.html

Kindly check the document and make the necessary changes to your registration and re-submit the same. However if you still observe issues, kindly reach out to our dedicated service limit increase(SLI) team as they would further assist you in completing the registration process by following the below link[+].

[+] https://docs.aws.amazon.com/awssupport/latest/user/create-service-quota-increase.html

re:Post Agent · Answer

The rejection of your 10DLC SMS Campaign due to a "Non-compliant opt-in" or "Opt-in process not compliant or opt-in is not explicit" error suggests that there might be some issues with your opt-in process. Based on the information you've provided, here are some potential areas that could be causing the problem:

1. Explicit Consent: While you mention that users explicitly consent by checking a separate, unchecked consent box, make sure this is clearly visible and not pre-checked.

2. Message Frequency: Your description states that users may receive up to 10 messages per month. Ensure this information is clearly communicated in the opt-in process.

3. Opt-out Instructions: Confirm that the opt-out instructions (replying STOP) are prominently displayed in the opt-in message and in subsequent messages.

4. Terms and Conditions: Ensure that your Terms and Conditions and Privacy Policy links are easily accessible and functional.

5. Program Description: Make sure your program description clearly outlines the purpose of the SMS messages (account security, phone verification, and MFA).

6. Screenshots: Verify that you've provided clear screenshots of every step of the opt-in workflow, including the consent checkbox and the full text of the consent message.

7. Carrier Fees Disclosure: Confirm that the "Msg & Data rates may apply" disclosure is present in your opt-in message and subsequent communications.

8. Help Information: Ensure that information on how to get help (texting HELP or calling the provided number) is clearly stated.

To address this issue:

1. Review your opt-in process to ensure it meets all requirements, including clear disclosure of message purpose, frequency, opt-out instructions, and carrier fees.

2. Double-check that all required elements are present in your opt-in workflow and subsequent messages.

3. Ensure that your screenshots clearly demonstrate every step of the opt-in process.

4. Consider providing more detailed information about how users can access your service and how the opt-in occurs (e.g., during account registration).

If you've addressed these points and still face issues, you may need to contact AWS support for more specific guidance on your campaign's compliance requirements.

**Sources**  
[10DLC campaign registration form - AWS End User Messaging SMS](https://docs.aws.amazon.com/sms-voice/latest/userguide/registrations-10dlc-register-campaign.html)  
[10DLC registration process - AWS End User Messaging SMS](https://docs.aws.amazon.com/sms-voice/latest/userguide/registrations-10dlc-setup.html)

10DLC SMS Campaign gets rejected with Opt-in process not compliant or opt-in is not explicit

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