I'm currently waiting for a rep - after 45 minutes. This is the fourth or fifth time my registration has been turned down. This is the third time I'm going to speak with a rep - which is two times too many. Does anyone know how to accurately do the SMS registration because whoever they have answering the phones does not know and I need to text. This is totally unacceptable.
I see it now. Yes, many customers have successfully completed registration, but it can be a frustrating process. We do everything we can to work with the Carriers and TCR, but in the end it is their decision. Their AI is designed to identify issues with a registration application early in the process so adjustments can be made before a person reviews it.
My post should explain.
Hi @casmith, welcome to the community.
Do you have a question?
This is the most insane process. Has anyone successfully gotten SMS compliance? I have been attempting this compliance since November with no success. I will hold myself accountable for the first couple months of taking my time to get the approval, but I have now used all their AI suggested wordings and I have spoken with support agents who walked me through the entire process of submitting yet another application, only to be declined yet again. I was also disconnected 4 times while being transferred to the support dept trying to attempt this process. After asking for an extension on my year subscription/membership, I was told not only do they NOT offer extensions to your subscription/membership, they also do NOT offer refunds. My small business did not need this service to operate, and I could not be more disappointed thus far with the $230+ I have "invested" in this "service." After spending nearly 2 hours of my afternoon trying to learn why the SMS compliance is not adequate, I received this notification within minutes of submitting my application - "Preliminary Review By Carrier Declined." It should not be surprising to me that a process so difficult then does not offer any sort of refund/reimbursement.
Us too. Since Grasshopper is responsible for this mess, they should be refunding everyone that has had rejections. Seems like on this group everyone used all the text that Grasshopper said needed to be placed on the site. We have a lot of money just in website changes to accommodate this.
Horrible experience. Waited on hold for 30 minutes last night only to be shoved into another hold sequence by a really rude guy named Marco. We have many SMS 10DLC denials in the books now even though we have made all the changes that Grasshopper asked.
This new AI tool keeps telling me that things are wrong and the agents are telling me that its ok. It is flagging for terms and conditions but allegedly terms and conditions is not required. This is an utter mess. I have copied thier examples into my website multiple times only for it to change without notifying me and then also their reps verify my submission and then its rejected for what THEY approved. ITS CRAZY
This process has been a disaster, and it seems pretty clear "it's not me." Ridiculous wait times, and a registration form that seemingly changes EVERY TIME you go to it! Today, after waiting for 5 days in "Pending," I get a message that things still might be rejected. Only now when I go to the form, it now has a new AI driven pre verify tool to let you know if it's right. How wonderful that would've been to have a few MONTHS ago! Grasshopper clearly dropped the ball on this, and it's customers are suffering. HOURS wasted trying to get the form right, and now-----no texting until they go through their backlog? If you want to keep more customers after this debacle, I strongly suggest you offer us some kind of perk for the loss of texting during this ridiculous process. Perhaps a free extra service option?
@adamhh I've submitted a ticket for you
Glenn - this isn't working for me. I've spent too much time on it. I want to transfer my number and get a full refund. Help me with that.
I appreciate your response in a time of almost complete black out on communication.
I implemented the changes to language and opt-in/opt-out information exactly as it was provided in Grasshopper's example over a month ago and now they changed it again and there is NEW example to that I must comply with! How is that fair? This is my business. I have been dealing with this for months!! I finally spoke with support after being on hold for 1 1/2 hours and basically there are new additional tweeks to language. This is not right. As a company Grasshopper failed. I am so upset I have spent my entire day trying to fix this. Unfortunately my website is run by tech overseas and I may not make it for new submission but definitely will not be approved by the deadline. Who is to say they wont change rules again!
Hi @GlennD
I need helping to delete the SMS registration that was denied so I can submit a new one.
Hi @dsilva424, welcome to the community.
Unfortunately, a lot of customers are calling currently because of the deadline. So while we have every representative available taking calls the hold time is longer than usual.
From what you have posted I would recommend checking that you have both the opt-in/opt-out messaging displayed as required and SMS messages like the examples I provided in a earlier reply in this thread.
I have been called over 15 times to customer support. I am currently on hold for 1 hr. I have redone my campaign 3 times! Just saw it was rejected again. I went over everything and used the language suggested by Grasshopper and its still got rejected. I am losing my mind!! I do not know what this means or what they want me to do now. I called other VIOP providers and they say even if I switch I will have to redo the registration from scratch and approval takes 20 days. This is so messed up. I cannot believe that Grasshopper is not answering the darn phone.
Reason for Failure: DCA2: Needs compliant and accurate CTA information, Opt-in message/Confirmation MT must contain brand name, HELP, opt-out, mssg frequency and associated fees disclosures. Opt-out message must contain brand name and indicate that no further messages w
Your Campaign registration has been declined for TCR Campaign Id: CV809X4.Reason: DCA2 declined sharing request for campaign CV809X4. Explanation: Needs compliant and accurate CTA information, update with specific path for mobile opt-in, HELP instructions, STOP instructions, message frequency disclosure, "message and data rates may apply" disclosure and link to the message program privacy policy, or language referring to the privacy policy. Opt-in message/Confirmation MT must contain brand name, HELP, opt-out, mssg frequency and associated fees disclosures. Opt-out message must contain brand name and indicate that no further messages will be sent. HELP message must contain brand name and contain support contact (email, phone number, or support website). (861)
What was the reason given for denying the registration?
I have heard back. I heard back yesterday. What is your plan for getting this fixed for me?
Hi @adamhh, welcome to the community.
Unfortunately, we have a longer than usual wait time for telephone support as a lot of customers are trying to register now before the deadline. I see that one of our representatives assisted you with making changes and resubmitting on Jan 24th and we are currently waiting on the Carrier to approve or deny the registration. Have you already heard back that the registration was denied?
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