Troubleshooting: 10DLC campaign rejected

Your 10DLC campaign came back FAILED and the carriers still will not pass your traffic. This page maps the rejection cause to the corrective step and the resubmission path. The full registration flow — brand first, then campaign — is in the 10DLC registration guide; this page picks up where it stops, at “rejected — see rejectionReason.”

Approval and rejection decisions are The Campaign Registry’s and the carriers’ call, not Orbit’s — Orbit submits, syncs the verdict, and enforces what comes back. Lead times here are expectations from current TCR behaviour, not guarantees.

Where rejections surface

A rejection shows up on the campaign record. Read it with the status endpoint:

curl https://api.orbit.devotel.io/api/v1/compliance/10dlc/campaigns/CXXXXXX/status \
  -H "X-API-Key: $ORBIT_API_KEY"

Response (status: "FAILED"):

{
  "data": {
    "campaignId": "CXXXXXX",
    "status": "FAILED",
    "rejectionReason": "Sample content does not match declared use case",
    "brandId": "BXXXXXX",
    "mnoStatuses": {
      "10017": "FAILED",
      "10035": "REVIEW",
      "10095": "REVIEW"
    }
  }
}

Three things to read before you touch anything:

status — the CSP-level verdict. FAILED means the registry or a reviewer refused the filing. PENDING is still in review; do not treat a long PENDING as a rejection.
rejectionReason — the reviewer’s own finding, verbatim from the registry (“EIN does not match”, “sample content does not match declared use case”). Read it literally: it names the specific item to fix, not a generic error class.
mnoStatuses — the per-carrier map (keys are MNO carrier ids). A campaign can be APPROVED at the CSP level while one carrier still holds REVIEW or FAILED — that is a carrier-specific problem, not a do-over of the whole filing.

The same verdict also lands in the dashboard’s Settings > Compliance > 10DLC section and as a notification on every terminal transition, so you do not have to poll.

Platform operators on self-hosted deployments: the registry-side country ruleset that governs sender types and registration requirements is kept current by the iconectiv TCR partner-feed connector — a read-only metadata feed, never a send path. If your tenant sees rejection categories the docs do not list, confirm the feed is configured; see Country-Rule Feed Configuration in the 10DLC registration guide. SaaS customers on api.orbit.devotel.io do not manage this.

Symptom → cause → fix

Work the table until rejectionReason matches a row. The causes below cover the failure modes that make up nearly every 10DLC rejection.

Symptom in `rejectionReason`	Cause	Fix
EIN / legal-name mismatch (brand level)	The legal company name and EIN must match IRS records exactly, as a pair. “Acme Corp” on the form vs. “Acme Corporation Inc.” in the tax record is a rejection, not a rounding error	Copy the legal name and EIN character-for-character from your IRS determination letter or SS-4 confirmation, correct the brand record, and resubmit the brand
Brand vetting incomplete (brand level)	The brand record is missing identifying information — no EIN, no website, no full legal name — so the vetting score stays low or the review stalls on a manual pass	Complete the brand record: EIN, website, and full legal name at minimum. A more complete record also raises your vetting score, which sets your throughput tier
Use-case mismatch (campaign level)	The sample messages and message flow do not match the declared `usecase` — e.g. promotional samples filed under `CUSTOMER_CARE`, or delivery updates filed under `MARKETING`	Re-file the campaign with the use case that describes the actual traffic — one of `CUSTOMER_CARE`, `MARKETING`, `ACCOUNT_NOTIFICATION`, `DELIVERY_NOTIFICATION`, or `TWO_FACTOR_AUTH` — and make the samples representative of it. If the traffic genuinely mixes use cases, file `MIXED` and accept the reduced daily cap
Code rejected at submission	The `usecase` value was sent lowercase. TCR codes are uppercase — `customer_care` is rejected at registration	Send the code exactly as listed in the use-case table — `CUSTOMER_CARE`, not `customer_care`
Missing opt-out language (campaign level)	The `message_flow` or samples cover consent opt-in but never state how recipients opt out	Reference the STOP keyword explicitly in the flow and in at least one sample: “Reply STOP to unsubscribe.” It must appear in narrative you control, not just be handled at send time
`PUBLIC_SERVICE_ANNOUNCEMENT` rejected	Public-interest announcements are restricted — only government entities and qualifying organizations can use this use case	Re-file under the use case your entity actually qualifies for (typically `CUSTOMER_CARE` or `ACCOUNT_NOTIFICATION`); a commercial brand cannot carry `PUBLIC_SERVICE_ANNOUNCEMENT` traffic
`POLLING_AND_VOTING` / political rejection	Campaigns with a `usecase` of `POLITICAL_ADVOCACY` or `POLLING_AND_VOTING`, or flagged `is_political: true`, require a Campaign Verify `cv_token`	Order a Campaign Verify token before you file, and pass it as `cv_token` on the campaign submission. A filing without the token rejects

Fix and resubmit

A rejection is scoped to the brand or campaign that failed — fixing and resubmitting it does not touch your brand’s vetting score or any already-approved campaigns.

Fix the named item. Use the table above. Brand-level rejections (EIN, vetting completeness) need a corrected brand submission; campaign-level ones (use case, samples, opt-out language, token) need a corrected campaign submission against the same brand.

Resubmit. Campaign submission is the same call as the initial filing, with the corrected fields:

curl -X POST https://api.orbit.devotel.io/api/v1/compliance/10dlc/campaign \
  -H "X-API-Key: $ORBIT_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "brand_id": "BXXXXXX",
    "usecase": "CUSTOMER_CARE",
    "description": "Sending order updates and support responses to customers who opted in on our website checkout form.",
    "sample_message": [
      "Your order #12345 has shipped! Track at https://acme.com/track/12345. Reply STOP to unsubscribe.",
      "Hi! Your support ticket #567 has been resolved. Reply STOP to opt out."
    ],
    "message_flow": "Customers opt in via a web form at checkout and confirm consent. They can reply STOP at any time to opt out.",
    "help_message": "Reply HELP for assistance or contact support@acme.com.",
    "optout_message": "You have been unsubscribed and will receive no further messages."
  }'

Read the new verdict. A resubmission starts a fresh review cycle — expect the same 1–5 business days as the initial filing. Poll the status endpoint above or watch the dashboard notification; the FAILED state clears when the new verdict lands.

Raise your vetting score while you are here

If the rejection was vetting-related, fix the score itself, not only the flag: complete the brand record (EIN, website, full legal name, stock symbol if public). A vetting score of 75 or higher moves you from the ~30,000 messages/day-per-number baseline to the ~2,000,000 Top Tier cap — the throughput tiers are in the 10DLC registration guide. The score carries across every campaign on the brand, so this is the one fix that pays off on all future filings.

What not to do

Do not resubmit the same body unchanged. A rejected body resubmitted as-is earns a faster second rejection — the reviewer named what to fix in rejectionReason; fix that specific item.
Do not treat CSP-level APPROVED as the all-clear. Read mnoStatuses and hold traffic to any carrier still in REVIEW or FAILED until that entry flips.
Do not route around the rejection by sending anyway. Unregistered traffic on US 10DLC gets carrier-filtered, surcharged, and throttled — the rejection is the gate, not a warning. Fix the gate; the message undelivered or failed page covers the send-side symptoms when registered traffic still fails.

When to escalate

Escalate to support@devotel.io when you have fixed the item rejectionReason named and the next verdict still fails the same way, or when the reason does not map to any row in the table. Include:

Your tenant ID (dashboard → Settings → Organization, or organizationId on GET /api/v1/me).
The campaign id (C…) and brand id (B…).
The verbatim rejectionReason string from the status response.

​Troubleshooting: 10DLC campaign rejected

​Where rejections surface

​Symptom → cause → fix

​Fix and resubmit

​Raise your vetting score while you are here

​What not to do

​When to escalate

​See also

Troubleshooting: 10DLC campaign rejected

Where rejections surface

Symptom → cause → fix

Fix and resubmit

Raise your vetting score while you are here

What not to do

When to escalate

See also