- Symptom
- Your brand or campaign registration was rejected because the opt-in or consent flow you described was judged insufficient.
- Likely cause
- Reviewers require express consent: a voluntary, informed choice for a specific purpose. Listing SMS in your terms or privacy policy is not enough, and verbal consent alone is not enough for marketing messages.
Applies to: US texting registration, Campaign vetting, Toll-free verification
How to fix it
Find out exactly what the reviewer saw
If you use HighLevel, the Trust Center often shows only the word Rejected without the reason. Ask HighLevel support for the Twilio rejection code in writing so you know which part of the consent flow failed.
Add express written consent to your forms
Add an unticked checkbox with plain language: your business name, what kinds of messages people will receive, roughly how often, and that they can reply STOP to opt out. Consent must be a deliberate action, not implied by a purchase or a form fill.
Publish the consent language where reviewers can see it
Your privacy policy and terms should describe the texting program, and the signup page should show the consent language. Reviewers look at the live website, not just the form you submitted.
Keep proof of each consent and resubmit
Record when each person consented, on which form and through which page. Then resubmit the corrected registration.
Twilio's review for toll-free verification rejects submissions where the opt-in workflow is not sufficient, because express consent is required: a voluntary, informed choice for a specific purpose, with upfront disclosure and intentional action (1). For promotional messaging, consumers must give express written consent, for example by text, on a written form or through a website; verbal consent alone is not sufficient, and listing "SMS" in your terms or privacy policy is not express consent (1).
If you run your numbers inside a platform such as HighLevel, you normally cannot see the Twilio rejection reason — users have asked HighLevel to surface the code in the Trust Center for exactly this reason (2). Ask HighLevel support for the code before you change anything, so you fix the part of the consent flow that actually failed.
FAQ
Does verbal consent count for marketing texts?
No. For marketing messages you need express written consent, for example through a checkbox on a form, a written form or a website signup.
Is mentioning SMS in my privacy policy enough?
No. Listing SMS in your terms or privacy policy is not express consent. The person must take a deliberate action, like ticking a consent checkbox, that leaves no ambiguity about why they gave their number.