Terms and conditions rejected: the SMS terms checklist (Twilio 30557-30564)
Short answer
Your Terms of Service need an SMS section with eight elements: program or brand name, what the messages are, how often you send, “Message and data rates may apply”, support contact, STOP and HELP instructions, “Carriers are not liable for delayed or undelivered messages”, and a link to your privacy policy. Since September 2026 each missing element has its own Twilio code.
What you'll see
| Where | Code | Wording |
|---|---|---|
| Twilio (10DLC) | 30882 | “Campaign vetting rejection - Terms & Conditions” |
| Twilio (both) | 30557 | “Terms of Service missing business or program name” |
| Twilio (both) | 30558 | “Terms of Service missing message frequency disclosure” |
| Twilio (both) | 30559 | “Terms of Service missing product description” |
| Twilio (both) | 30560 | “Terms of Service missing customer support information” |
| Twilio (both) | 30561 | “Terms of Service missing opt-out information” |
| Twilio (both) | 30562 | “Terms of Service missing message and data rates disclosure” |
| Twilio (both) | 30563 | “Terms of Service missing carrier liability disclosure” |
| Twilio (both) | 30564 | “Terms of Service and Privacy Policy links not near opt-in” |
| The Campaign Registry | TERMS_AND_CONDITIONS | “Clear terms and conditions must be included outlining message frequency, message campaign description, fees, opt-in/out instructions, customer care contact info and a reference to the privacy policy.” |
| Toll-free (Bandwidth, Sinch) | 1206, 1504-1512 | Terms URL missing or empty; Terms missing name, frequency, description, support, opt-out, rates or carrier liability; legal links in pop-ups or far from the opt-in |
Text in curly quotes is the provider's wording; the rest is our summary.
Why it happens
- Only generic website terms with nothing about text messages.
- The SMS section misses one element, most often carrier liability, the rates line or the support contact.
- Opt-out instructions list non-standard keywords, or the HELP and STOP instructions aren't easy to find.
- The Terms link sits in a pop-up, a dropdown or the page footer far from the phone field.
- The terms name a different business than the registration.
How to fix it
- Add a section titled “SMS Terms” or “Text Messaging Terms” to the Terms page you register.
- Name the program and brand, and describe the messages: “Bright Smile Dental appointment reminders and account notifications.” (30557, 30559)
- State the frequency: “Message frequency varies” or “Up to 4 messages per month.” (30558)
- Include “Message and data rates may apply” word for word. (30562)
- Give a support email or phone number and “Reply HELP for help.” (30560)
- Explain opt-out: “Reply STOP to cancel at any time”, listing END, CANCEL, UNSUBSCRIBE and QUIT. Twilio's 10DLC guide asks for opt-out instructions displayed in bold. (30561)
- Add “Carriers are not liable for delayed or undelivered messages.” (30563)
- Link your privacy policy, and put text links labelled Terms of Service and Privacy Policy right next to the opt-in, not in a pop-up. (30564)
Gets rejected
By using this site you agree to our terms. We may contact you.
Gets approved more often
SMS Terms. Bright Smile Dental appointment reminders: by opting in, you agree to receive recurring appointment reminder texts from Bright Smile Dental. Message frequency varies. Message and data rates may apply. For help, reply HELP or email hello@brightsmiledental.com. You can cancel at any time by replying STOP (or END, CANCEL, UNSUBSCRIBE or QUIT). Carriers are not liable for delayed or undelivered messages. See our Privacy Policy at https://brightsmiledental.com/privacy.
The policy generator writes this section for your business, with STOP and HELP in bold and the carrier line Twilio's toll-free guide quotes: Wireless carriers are not liable for delayed or undelivered messages.
Check before you resubmit. Every rejection costs days, and often another $15 vetting fee. Paste your description, message flow, samples and policy text into the free preflight check, or generate a consistent set with the campaign builder.
Frequently asked questions
Can my SMS terms be on the same page as my privacy policy?
For 10DLC some providers accept it, but toll-free verification has required separate Privacy Policy and Terms URLs since September 15, 2026. Two pages is the safe default everywhere.
Is 'Carriers are not liable for delayed or undelivered messages' really required?
Yes. Twilio's 10DLC and toll-free guides both list it, Twilio has a dedicated code for its absence (30563), and Bandwidth's toll-free code 1504 names it.
Do I need to list every opt-out keyword?
STOP is the minimum. Twilio's 30561 guidance suggests the standard set (STOP, END, CANCEL, UNSUBSCRIBE and QUIT), and Bandwidth's 1509 lists the same five.
What does 'links not near opt-in' (30564) mean?
Text links labelled Terms of Service and Privacy Policy must sit close to the checkbox or call to action. Links only in the site footer, behind a dropdown, or in a pop-up get rejected.
Sources
- Twilio: A2P 10DLC Campaign Onboarding Guide (updated 2026-09-24)
- Twilio: Toll-Free Verification Onboarding Guide (updated 2026-09-24)
- Twilio error 30882 (accessed 2026-10-03)
- Twilio error 30561 (accessed 2026-10-03)
- Twilio error 30563 (accessed 2026-10-03)
- Twilio error 30564 (accessed 2026-10-03)
- Twilio changelog: new error codes for TFV and A2P 10DLC registration (published 2026-08-06, effective 2026-09-15)
- The Campaign Registry: CSP API OpenAPI spec (accessed 2026-10-03)
- Bandwidth: Toll-free verification rejection reasons (modified 2026-09-15)
- HighLevel: How to get your phone number A2P approved in 2026 (modified 2026-07-30)
Rules change often and providers sometimes disagree; where they do, this page says so. This is general information, not legal advice, and no one can guarantee approval. See the disclaimer.
Related problems
- Twilio 30908, 30932, 30536, 30477, 30519, 30550 · DCA 805, 851, 852 · TF 1207, 1501-1503Privacy policy rejections: the SMS clause carriers require
- Twilio 30493 (see also 30536, 30817)Twilio error 30493: Terms of Service URL missing, unreachable, or lacking SMS terms
- Twilio 30493, 30536, 30817 · TF 1206, 1207Toll-free verification now requires separate Privacy Policy and Terms URLs (Sep 15, 2026)
- Twilio 30887, 30539, 30547, 30561 · Proxy 6010, 6011 · TF 1314, 1423Opt-out (STOP) rejections: Twilio 30887 and noncompliant opt-out wording
The Approval Kit adds industry template packs, opt-in and policy page templates, and an agency checklist.