> ## Documentation Index
> Fetch the complete documentation index at: https://docs.messagedesk.com/llms.txt
> Use this file to discover all available pages before exploring further.
# Carrier Registration Errors and Fixes
> Understand the errors, rejections, and warnings you may see during A2P 10DLC carrier registration in MessageDesk, what each one means, and how to fix it fast.
# Carrier registration errors and how to fix them
This page explains the messages you may see before, during, and after carrier registration, what each one means, and the fastest way to resolve it. Errors fall into four groups: form errors (before you submit), brand verification failures, campaign rejections, and send-time errors (after approval).
***
## 1. Form errors (before you can submit)
MessageDesk checks each field before it lets you submit. Fix these in the registration wizard, then resubmit.
| What you'll see | What it means | How to fix it |
| ---------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **A tax ID is required to register** | You selected a path that requires an EIN/BN but didn't provide one. | Enter your 9-digit EIN (US) or BN (Canada). Sole proprietorships can't register. See the [overview](/carrier-registration/overview). |
| **Tax ID (EIN or Business Number) must be 9 digits** | The EIN/BN you entered isn't exactly 9 digits. | Remove spaces or dashes and enter the 9 digits exactly as they appear on your IRS/CRA records. |
| **Required: enter your legal name** | Legal company name is blank. | Enter your legal entity name exactly as filed (include the LLC/Inc suffix). |
| **Please select an entity type / business vertical / country / state** | A required dropdown is empty. | Choose the value that matches your tax filings. LLCs taxed as S-Corps should still select **LLC**. |
| **Required: a valid support email / support phone** | Public support contact is missing or malformed. | Enter a working public-facing email and phone. Both appear on carrier records. |
| **Campaign description must be at least 40 characters** | Your description is too short for carriers to review. | Use **Generate with AI**, or describe who you text and what you send in a full sentence or two. |
| **Select at least one group / message type** | No recipients or message types are checked. | Check every group you'll text and every message type you'll send. |
| **Please select your estimated volume** | Monthly volume isn't set. | Pick the tier that matches your expected monthly send. |
| **At least one sample message is required** / **Required: N valid sample messages** | You have too few valid samples. | Provide **3 to 5** sample messages. Each must be 20–320 characters. |
| **Every message must include opt-out language** | A sample is missing STOP language. | Add "Reply STOP to opt out" (or equivalent) to every sample message. |
| **Your samples must match what you described in your campaign** | Samples don't align with your campaign description. | Rewrite samples so they clearly reflect the use cases you selected. Mismatches are the #1 rejection reason. |
| **At least one sample must include a URL** / **a phone number** | You declared that messages contain links/numbers, but no sample shows one. | Add a real link and/or phone number to at least one sample, or turn off that toggle if it doesn't apply. |
| **A sample link is required when messages include URLs** / **Sample link must be a valid URL** | The declared sample link is missing or invalid. | Provide a complete, working URL (including `https://`). |
| **SMS Terms & Conditions page is missing or incomplete** | Carriers couldn't find compliant SMS terms on your site. | Publish SMS terms and conditions and link them from your footer. See [privacy policy requirements](/carrier-registration/privacy-policy-terms-conditions). |
| **Privacy policy is missing the required no-sharing statement** | Your policy lacks a "we don't sell or share" clause. | Add a statement that SMS opt-in data isn't sold or shared with third parties for marketing. |
| **You must confirm this to continue / to submit** | A required acknowledgement (e.g. forbidden topics) is unchecked. | Check the confirmation box to proceed. |
Field errors appear inline in the wizard and in the **Review** step's missing-field summary. You can save progress and return; nothing submits until every required field passes.
***
## 2. Brand verification failures (after you submit)
After you submit, carriers verify your **brand** (your business identity) against IRS or CRA records. If it can't be verified, your brand shows as **Identity failed** in the Compliance Center.
**Most identity failures are a data mismatch.** Your EIN is matched byte-for-byte against IRS/CRA records. If your legal name, EIN, or address doesn't match exactly, verification fails.
**Common causes and fixes:**
* **Legal name mismatch.** Match your registered legal name exactly, including the suffix (LLC, Inc, Corp).
* **EIN mismatch.** Confirm the 9-digit EIN against your IRS Letter 147C or SS-4 confirmation.
* **Address mismatch.** Use the address on your tax filings, including suite/unit.
* **Brand-new EIN.** If your EIN is less than \~30 days old, carrier records may not have propagated. Wait about 30 days and resubmit.
When a brand fails, MessageDesk reopens it for editing so you can correct and resubmit. When carriers return specific feedback (for example, a tax-ID correction), MessageDesk surfaces it on the registration so you know exactly what to fix.
A brand in **Pending**, **Unverified**, or **Self-declared** status is still in review. It isn't yet approved and hasn't failed. You don't need to take action unless it moves to **Identity failed**.
***
## 3. Campaign rejections and suspensions
Once your brand is verified, your **campaign** (what you send) goes to the carriers. It can come back **Declined** or **Suspended**.
**Declined** means carriers rejected the campaign. Common reasons:
* **Vague or mismatched samples.** Samples don't match the campaign description. Rewrite them to line up.
* **Forbidden content.** Campaigns tied to prohibited topics are rejected immediately and may lead to permanent blacklisting. Review the [forbidden topics](/carrier-registration/submit) list.
* **Missing consent or opt-out.** Document your opt-in method and include STOP language.
* **Website issues.** Your site must be live and show the same legal name/address, with an accessible privacy policy and SMS terms.
**Suspended** means carriers paused an active campaign, usually for a compliance or content concern. Contact [support@messagedesk.com](mailto:support@messagedesk.com) to review and restore it.
Corrections and resubmissions reset the review clock and add at least another 48 hours per resubmission. Fix everything before you resubmit.
MessageDesk reopens declined and suspended campaigns so you can correct and resubmit. If your brand is denied, any pending campaigns move back to **Draft**.
***
## 4. Errors when sending after approval
Even after approval, you may see these when sending. They relate to registration status, not the message itself.
| Message | What it means | How to fix it |
| ----------------------------------------------------------------------------- | ---------------------------------------------------------- | ------------------------------------------------------------------------------------------------------ |
| **Phone number is not registered, please register number to send messages** | The number isn't tied to an approved campaign. | Finish registration, or contact support to associate the number with your campaign. |
| **Number is pending association with campaign, this can take up to 24 hours** | Your number is approved but still linking to the campaign. | Wait up to 24 hours. No action needed. |
| **Registration has been suspended by the carrier network** | Carriers suspended your campaign. | Contact [support@messagedesk.com](mailto:support@messagedesk.com) to review and restore. |
| **Number has exceeded messaging limits** | You hit your campaign's daily or per-second send limit. | Slow your send rate, or contact support about a higher throughput tier (may require enhanced vetting). |
Sending more than **2,000 messages/day** requires enhanced carrier vetting and may incur additional fees.
***
## Registration status glossary
You'll see these statuses in **Account → Settings → Compliance Center**.
| Status | Meaning | Action |
| ----------------------- | ------------------------------------- | ----------------------------------------------------------- |
| **Draft** | Not yet submitted. | Complete and submit. |
| **Submitted / Pending** | In review by MessageDesk or carriers. | Wait. Typically resolves within 24–48 hours per stage. |
| **Identity verified** | Your brand passed identity checks. | None. Campaign review comes next. |
| **Identity failed** | Brand couldn't be verified. | Correct your business details and resubmit (see section 2). |
| **Active** | Campaign approved. You can send. | None. Stay compliant with your registered use case. |
| **Declined** | Campaign rejected by carriers. | Fix the issue and resubmit (see section 3). |
| **Suspended** | Active campaign paused by carriers. | Contact support. |
***
## Still stuck?
Our support team works with you one-on-one to bring your registration into compliance. Email [support@messagedesk.com](mailto:support@messagedesk.com) or [contact us](/contact-us).