How Do I Correct and Resubmit Rejected Business Information?

If your business information for A2P 10DLC SMS registration was rejected, you must update your business details in your dashboard so they match your official government tax records character-for-character before resubmitting. Most rejections happen due to minor spelling discrepancies in your legal business name, an EIN mismatch, or an invalid address such as a P.O. Box. Once you correct these errors under Settings > SMS Registration, you can resubmit your brand profile directly for carrier approval without starting over.

Common Reasons for A2P 10DLC Rejection

Under U.S. telecom regulations, cellular carriers require all businesses sending automated text messages to register their brand identity via A2P 10DLC (Application-to-Person 10-Digit Long Code). This registration protects consumers from unauthorized messaging and spam. You can learn more about these carrier requirements directly on the Twilio A2P 10DLC Guidelines.

Carriers typically reject business applications for four main reasons:

• Legal Name and EIN Mismatch: The legal entity name entered does not match the official record on file with the IRS for that Employer Identification Number.
• Unacceptable Business Address: The submitted address is a P.O. Box, UPS Store, or private mailbox, which major mobile carriers strictly prohibit.
• Non-Compliant Website or Privacy Policy: Your website lacks a compliant privacy policy that explicitly mentions SMS data protection, or your site is not publicly accessible.
• Missing Opt-Out Language in Sample Messages: Sample SMS templates do not include mandatory opt-out instructions or fail to clearly state your business name.

Step 1: Match Your Legal Business Name and EIN Exactly

The most frequent cause of rejection is entering a Doing Business As (DBA) trade name or common business alias instead of your formal legal name.

To pass automated carrier vetting, your registration details must mirror your official IRS paperwork—specifically your CP575 confirmation letter, Form 147C, or formal state formation documents:

• Use Your Legal Entity Name: If your tax document lists "Smith Plumbing & Heating LLC", entering "Smith Plumbing" will trigger an immediate carrier mismatch.
• Include Exact Punctuation: Ampersands, commas, periods, and corporate identifiers (Inc., LLC, Corp.) must match your tax form down to the letter.
• Verify Your 9-Digit EIN: Double-check your tax ID number for typos. If you cannot locate your official documentation, refer to the IRS EIN assistance page for instructions on retrieving your details.
• Sole Proprietors: If you registered as an unregistered Sole Proprietor without an EIN, your legal name must match your legal personal name tied to your Social Security Number (SSN).

Step 2: Correct Address Discrepancies

Carriers validate physical business addresses against national postal databases and state business registries.

• Provide a Physical Location: You must enter a physical address where your business operates or where it is legally registered.
• Avoid Virtual P.O. Boxes: P.O. Boxes, UPS Store addresses, and CMRA (Commercial Mail Receiving Agency) locations are automatically rejected by carrier verification systems.
• Match State and Postal Codes: Ensure your street address, city, state, and zip code match the jurisdiction where your business entity is officially registered.

Step 3: Update Your Website and Privacy Policy

During the verification process, carrier compliance teams review your business website URL to ensure consumer opt-in consent meets Federal Communications Commission requirements.

Your website must satisfy three criteria before you resubmit:

• Active and Public Site: The URL submitted must point to a live, functioning website. Social media pages or unlaunched site builder drafts will cause a rejection.
• Compliant Privacy Policy: Your website footer must link to a Privacy Policy containing explicit text message disclosures.
• Required Privacy Language: Your privacy policy must clearly state: "Mobile information will not be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties."
• Opt-In Visibility: If you collect phone numbers on your website (e.g., via a booking form or contact request), include clear notice that submitting a number allows your business to send SMS messages.

Step 4: Fix Sample Messages and TCPA Compliance

SoTrustworthy uses an SMS-first workflow to help local businesses collect Google reviews right after a job is completed. To comply with federal FCC TCPA guidelines, the sample messages submitted during registration must meet specific formatting standards:

• Identify Your Business: Every sample message must include your business name so recipients know who is contacting them (e.g., "Hi [Name], thanks for choosing Smith Plumbing...").
• Include Clear Opt-Out Words: Sample messages must end with opt-out instructions such as "Reply STOP to unsubscribe."
• Strict Adherence to Google Review Rules: In alignment with Google review policies, SoTrustworthy does not allow review gating (filtering negative feedback before sending customers to Google). Ensure your sample copy simply invites all customers to leave an honest review.

How to Resubmit Your Profile in SoTrustworthy

Once you have gathered your legal tax documents and verified your website privacy policy, correcting your profile in SoTrustworthy takes only a few minutes:

1. Log in to your SoTrustworthy dashboard.
2. Navigate to Settings > SMS Registration.
3. Review the rejection notice displayed at the top of the screen to identify the specific field flagged by carriers.
4. Click Edit Business Details.
5. Update your Legal Business Name, EIN, Address, Website, or Sample Messages to fix the discrepancies.
6. Click Save and Resubmit.

Your status will immediately change from Rejected to Pending Verification.

What Happens While Your Resubmission Is Pending?

Carrier re-review typically takes between 1 to 5 business days, depending on overall carrier queue volumes. Here is how SoTrustworthy handles your review request operations while your updated information is under review:

• Integrations Stay Connected: If you connected your management tools—such as Jobber or HubSpot—SoTrustworthy will continue syncing finished jobs in the background without losing customer records.
• Review Request Queueing: Instead of failing or dropping messages, SoTrustworthy safely queues outgoing review requests. Once carrier approval goes live, queued review requests are sent using built-in review-request throttling so your business never burst-sends high volumes at once.
• Automated Opt-Out Compliance: SoTrustworthy automatically manages customer unsubscribes whenever a user replies STOP, ensuring your business stays fully compliant across all subscription levels (Starter, Growth, and Pro plans).
• 14-Day Free Trial Protection: If you are currently using our 14-day free trial, your setup progress is preserved. You can continue customizing templates, setting up automated triggers, and finalizing your account configuration while waiting for registration approval.

Next steps

• Retrieve your official IRS CP575 or Form 147C letter to verify the exact spelling of your legal business name and tax ID.
• Confirm that your website footer links to an active Privacy Policy containing the required non-sharing SMS disclosure clause.
• Go to Settings > SMS Registration inside SoTrustworthy to apply your edits and click resubmit.