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Carrier rejection feedback

When a compliance profile, a sender-ID registration, or your organization’s KYC submission comes back rejected, Orbit shows the reviewer’s reason as a specific fix instruction: what failed, and what to correct before you resubmit. This page explains how to read that reason, what is intentionally rewritten before it reaches you, and the loop that gets the profile approved. For the submit-to-approval walkthrough see KYC Profile Submission Runbook; for upload and document mechanics see KYC Documents & the Compliance-Profile Lifecycle.

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Your rejection reason is specific

Rejection feedback names the reviewer’s condition and the fix for it. Five conditions recur, and each maps to one actionable instruction: When the reviewer’s feedback matches one of these conditions you see exactly this copy. Read the full reason before you act: it is the reviewer’s ask, not a summary of it.

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What you will never see

Carrier and endpoint identifiers are rewritten in place before the reason reaches you. A carrier name becomes “our carrier partner”; a carrier console, domain, or URL becomes “the regulatory reviewer” or “the regulatory reviewer portal”. A sentence that reads slightly reworded next to what your account manager quotes from a carrier email is intentional sanitization, not data loss: only the identifying vocabulary is replaced, never the actionable content. The unedited reviewer text stays with the platform operator for forensics and to improve the feedback mapping, so support always works from the original if you need help with a reason.

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Unmapped feedback is preserved, not summarized

Only recurring reviewer conditions get the fixed copy from the table above. Any other feedback keeps the reviewer’s own content, with carrier identifiers stripped as described in the previous section. The reason collapses to a single generic line (review the profile’s details and documents, then resubmit) only when the raw text carries nothing you can act on, such as a bare system status with no reviewer content. If your banner shows a full sentence, that sentence is the reviewer’s ask. If the ask is unclear, contact support and include the reason as shown.

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Fix and resubmit

A profile in rejected or partially_rejected is editable; correct the named item and resubmit the same profile. The state-by-state map, including the clone path for locked profiles, is on Compliance profile lifecycle errors. Two rules keep the loop short:
  1. Fix the document behind its doc_… id rather than deleting and re-uploading it. Every profile and registration that references the id then points at the corrected file; deletion is refused while a profile still attaches the document, and a deleted id would leave dangling references on every profile that used it. See KYC Submissions & Documents: Troubleshooting.
  2. Attach a newly requested document in the role the reviewer flagged (id_proof, address_proof, business_doc, authorization), per the role table in KYC Documents.
The fix card names what to correct; whether a corrected document satisfies the regulator in your market remains a call for you and your counsel. Your compliance posture stays tenant-owned (compliance posture overview).

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Where the reason appears

The same sanitized reason is shown on every surface that reads the rejection:
  • The organization KYC console banner (Settings → KYC) for org-level rejections.
  • Compliance profile reads: the profile list and GET /api/v1/compliance/compliance-profiles/:id, in rejected_reason on the profile and on each of its submissions.
  • Sender-ID and brand registrations that display the backing profile’s rejection.
Every surface reads the same sanitized copy, so the banner, the API, and the console never disagree about what the reviewer asked for.

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See also