Troubleshooting A2P 10DLC Standard/LVS Brands

If you have a suspended brand, it means the brand may have violated one or more of the following rules, causing Carriers / other ecosystem partners to suspend it:

• Campaign-to-traffic mismatch: In-market traffic does not match with the campaign registered
• Spam: including but not limited to any kind of unwanted or unsolicited messaging
• Controlled substance: including but not limited to messaging pertaining to controlled substances
• Phishing Messages: including but not limited to messaging designed to gain access to information through deceptive means
• (Excessive) Complaints: including but not limited to unacceptable volumes of consumer complaints
• Illicit Content: including but not limited to messages relating to illegal activity
• Fraudulent Messages: including but not limited to counterfeit/fraudulent goods or activities
• Affiliate Marketing: including but not limited to sharing of opt-ins to affiliate companies
• Promotional Gambling or the act of betting: including but not limited to the act of gambling or promoting gambling
• Lack of Age gate: No age gate mechanism for messaging campaigns that require it
• Illegal Sweepstakes: including but not limited to sweepstakes that do not follow required laws
• Other violations not listed above

The Twilio team should be reaching out to you to provide guidance on how to fix the suspended Brand. Please check your email or the Twilio Support Center. If you don't see anything, please raise a ticket.

While your brand is suspended, you will experience the following restrictions:

1. It is VERY important that you do not attempt to send similar messages via another existing or new Brand or Campaign. This could result in a serious violation and may result in termination / suspension of your account with Twilio.
2. Suspended Brands face the following restrictions
   1. Suspended Brands cannot be updated or used to register any new Campaigns. You will receive an error code 21731 if you try to do this.
   2. Suspended brands with active Campaigns may not be deleted via self-service. Suspended brands with no campaigns may be deleted via self-service.
   3. Your ability to create new Brands using the same tax ID may be restricted.
3. All campaigns associated with suspended brands will be suspended. Suspended Campaigns face the following restrictions
   1. Suspended campaigns cannot be used to send messages. You will receive an error code 30033 if you try to do this
   2. Suspended campaigns cannot be deleted via self-service and you may not add / remove the numbers. You will receive an error code 21729 if you try to do this.
4. Before you resolve the suspensions, you're responsible for the monthly registration fees associated with suspended campaigns as well as the monthly fees associated with the numbers that are in the campaigns.
5. It is also possible that you won't be able to resolve the suspensions if the ecosystem has determined your use case is not fit for A2P 10DLC. If this is the case, after 60 days of being suspended, you may request the Twilio Support team to delete your suspended brands and campaigns. But you may be required to release all the associated phone numbers at the same time. In the future, we plan on deleting unresolved suspended brands and campaigns automatically after a certain period of time

Twilio supports resubmission of Brands in the unverified (or FAILED) state up to three times for free using either the Twilio Console or the Twilio Trust Hub API. Once you have reached this limit, reach out to Twilio Support for additional assistance.

While Twilio will continue to allow brand updates going forward, these may incur a fee at some point in the future, as each brand resubmission entails a charge by our A2P ecosystem partners.

When a Brand registration fails within the Console, here's what you can expect to see in your process to resubmit the Brand with correct information. Of course failure reasons can be various; this one happens to be a mismatch between the name associated with the provided business registration number (Tax ID/EIN) in publicly-available tax information, and the legal name you've provided for the Brand itself:

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When submitted using the Twilio Console, Brands will show descriptive error messages. From here, you can click "Edit customer profile" to begin the process of editing and correcting your Brand information. Note that you are not editing the Brand submission as such; that can only be deleted and resubmitted when you are using the Console. But the information that needs to be rectified is actually in the Customer Profile you submitted before the Brand creation step, and the Customer Profile can be edited via the blue button, as indicated.

After you have edited the Customer Profile to your satisfaction, and resubmitted this for approval, you'll go to Messaging > Regulatory Compliance > Brands in the left navigation and find the Brand that failed. Any Brand that you see in this list can be deleted, so be sure that you're deleting the correct one (this is one reason why its always a good idea to create Brands and other such entities with meaningful 'friendly names'). You will find the red Delete link in the dropdown when you click the three dots to the far right of the row with the Brand in question:

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Once you've deleted this Brand, you can go back to the Onboarding page under Regulatory Compliance, and if you're not already in the correct profile use the Switch Customer Profile link on the right to select the Profile you just edited. This should immediately take you to the Submit Brand page, allowing you to submit a new Brand with the rectified profile information.

What does this do? This step allows you to edit the A2P brand you've created if you have received a FAILED brand status and the tcr_id is not null. You will use the brand's SID (starting with BN) to make this update call.

NOTE: In contrast to the Console, where it's necessary to delete and recreate a failed Brand, through the API it is possible to call an update on an existing (failed) Brand submission, as shown in the code snippet below. However, as with the Console, it is the information you submitted in the Customer Profile or Trust Bundle associated with that Brand that actually needs to be rectified; otherwise the Brand submission will fail again for the same reason. This is why the Brand UPDATE call below contains only a single input parameter, the Brand SID; all of the information you're actually fixing is upstream of this call.

First, review the error message from the brand_feedback and/or feedback_reason parameters that you've retrieved in the Brand fetch step noted above. Where it's necessary to update information, you will need to perform the necessary updates using the relevant Trust Hub API endpoints as detailed in Steps 1 (Customer Profile submission) and 2 (Trust Bundle submission) of the API walkthrough documents. For example, you may need to update the associated customer profile or update the information attached to the listed end-user.

Once you have finished any necessary updates to your Profile and/or Trust Bundle , use the update method of the brand_registrations endpoint to update the brand's registration. As the following snippet indicates, the only necessary input parameter for this update call itself is the Brand SID (path or sid). The return json will contain the same parameters you've seen in the create and fetch calls for the Brand. Remember that your newly-updated information will in many cases require manual re-verification, so allow some time for this before checking Brand Registration status again.

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// Download the helper library from https://www.twilio.com/docs/node/install
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const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";
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// Find your Account SID and Auth Token at twilio.com/console
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// and set the environment variables. See http://twil.io/secure
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const accountSid = process.env.TWILIO_ACCOUNT_SID;
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const authToken = process.env.TWILIO_AUTH_TOKEN;
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const client = twilio(accountSid, authToken);
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async function updateBrandRegistrations() {
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  const brandRegistration = await client.messaging.v1
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    .brandRegistrations("BNXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX")
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    .update();
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  console.log(brandRegistration.sid);
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}
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updateBrandRegistrations();

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{
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  "sid": "BNXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",
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  "account_sid": "ACaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
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  "customer_profile_bundle_sid": "BU3344409f7e067e279523808d267e2d85",
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  "a2p_profile_bundle_sid": "BU3344409f7e067e279523808d267e2d85",
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  "date_created": "2021-01-27T14:18:35Z",
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  "date_updated": "2021-01-27T14:18:36Z",
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  "brand_type": "STANDARD",
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  "status": "PENDING",
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  "tcr_id": "BXXXXXX",
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  "failure_reason": "Registration error",
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  "url": "https://messaging.twilio.com/v1/a2p/BrandRegistrations/BNaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",
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  "brand_score": 42,
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  "brand_feedback": [
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    "TAX_ID",
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    "NONPROFIT"
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  ],
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  "identity_status": "VERIFIED",
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  "russell_3000": false,
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  "government_entity": false,
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  "tax_exempt_status": "501c3",
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  "skip_automatic_sec_vet": false,
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  "errors": [],
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  "mock": false,
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  "links": {
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    "brand_vettings": "https://messaging.twilio.com/v1/a2p/BrandRegistrations/BNaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa/Vettings",
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    "brand_registration_otps": "https://messaging.twilio.com/v1/a2p/BrandRegistrations/BNaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa/SmsOtp"
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  }
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}