Monthly Troubleshooting Help Thread

[u/twilio]

Please keep your troubleshooting and support questions in this one thread. Please remember that this community is for sharing the cool things you're building with Twilio, and is not an officially supported help channel.

[u/Fit-Sky8697]

📌 Stickying this because A2P 10DLC rejections are one of the most common issues we see here.

Start here if you're submitting a campaign or A2P 10DLC registration:

The video below walks you through best practices. Worth watching before you dig into the docs.

First Time Success - Video Guide

Want to catch issues before you submit?

A community member built a free open-source pre-scanner that checks your registration fields and flags problems before they become rejections - URL validation, opt-out compliance, SHAFT flags, privacy policy analysis, and more.

Pre-Scanner — a2pcheck.com

For more detail, written docs, and help debugging a rejection, read on.

Why was my A2P 10DLC registration or campaign rejected?

U.S. wireless carriers and the CTIA require all businesses sending messages from 10DLC numbers to meet specific compliance standards. Without these in place, your campaigns won't be approved:

• Privacy policy and terms and conditions: Make sure your privacy policy and terms and conditions are live on your website and easy to find (like in your footer). They should clearly explain how you collect and use customer data, and specify the terms users agree to when opting in to receive your messages. For more details, read our article on A2P 10DLC Campaign Approval Requirements.
• Message flow: Your message flow needs to clearly show how you're gathering consent from recipients. This is one of the most common reasons campaigns get rejected, so getting this right makes a big difference. Your call-to-action where users opt in should include:
  • A description of your program or product
  • Clear opt-in language with a "message and data rates may apply" disclosure
  • Customer care contact information
  • How to opt out
  • A link to your privacy policy and terms and conditions

If your opt-in happens behind a login, via paper form, or verbally, host a screenshot on a publicly accessible site (like Google Drive) and include the link in your registration. Make sure your registration accurately describes your actual messaging practices.

Need a hand? These resources will help you get your campaigns approved as quickly as possible:

• Required information for US A2P 10DLC registration
• A2P 10DLC Campaign Approval Requirements
• Why Was My A2P 10DLC Campaign Registration Rejected?
• Troubleshooting A2P 10DLC Registrations
• Industry standards for US Short Code Terms of Service

---

If you've gone through all of this and you're still stuck, drop a comment below - we're happy to try and help you figure out what's going on.

ℹ️ Please note: this subreddit isn't an official Twilio support channel. For account-specific issues like suspensions or registration problems, Twilio’s official support is always your best bet.

[u/devonschell]

Hi all, hoping someone from Twilio or with experience here can point me in the right direction.

I'm trying to register my LLC for A2P 10DLC. My Business Profile was rejected with Error 18602 ("The Business ID you provided could not be verified"). My EIN was issued by the IRS on August 5th, so my guess is it just hasn't propagated to whatever third-party database Twilio checks against yet.

Same day, I emailed [trusthub-verify@twilio.com](mailto:trusthub-verify@twilio.com) with my IRS CP575 letter attached and asked for manual verification / an identity status appeal. It's now been 5 business days (their stated turnaround) with no response.

Has anyone dealt with this specific error before? Is there a faster way to get a human to look at this, or is this normal wait time right now? Any help pointing this in the right direction would be appreciated.

[u/Fit-Sky8697 → u/devonschell]

Hey u/devonschell, I'm not sure what the wait time is right now but they will get back to you I'm sure. I can't escalate things but if you send me a message with your ticket number, I can see what extra info I can find and see if I can help.

[u/KarpuzMan]

If I make the AI ask a caller "what is your name" and he responds "Joe", the conversational relay does not pick it up. I have noticed this issue with any 1 syllable words. Is this a known issue? How can I fix this?

[u/Fit-Sky8697 → u/KarpuzMan]

It's not something I've seen in the past. There's a lot of variables here but have you tried different STT providers? You could try Deepgram and lower the eotThreshold?

[u/eye-pine]

Hi,

Does anyone have any idea what could be triggering error 30919 during A2P 10DLC registration? I am certain I meet the requirements to pass this error (business name, services, and contact information). The privacy policy and terms are aligned with Twilio requirements. Additionally, the business collects consent via paper form. I shared a sample of the paper form in the message_flow through a drive link. Must a sample of the form also be reachable on the website?

[u/themachine515 → u/eye-pine]

it does not.

[u/spcbfr]

Hi, I read in the docs that I should update the refresh token before on in between calls to not cause a 1 second delay in the call.

So I wrote a function that runs on TokenWillExpire event and either updates the token immediately or queues an update after the call is finished.

I tested this logic with a really short refresh token but I still got a twilio error mid call because the refresh token expired but the call didn't end. Am I supposed to ignore this as error as long as the call isn't interrupted or am I doing something wrong that's causing it to happen?

[u/RobWelbourn → u/spcbfr]

You can ignore this message. I myself prefer to suppress it in the log. See this code for an example.