Why Can a Phone Number Get Suspended?
Your phone number can get suspended if too many people opt-out of receiving messages from you. If more than 3% of your contacts opt-out within 24 hours, Twilio will stop your account from sending SMS messages. This is to make sure everyone follows the rules and doesn't send unwanted messages.
How to Avoid Phone Number Suspensions
Get Proper Permission: Always make sure people agree to receive messages from you. Don’t add contacts who haven’t given their permission.
Don’t Add Old Contact Lists in Bulk: Adding a large list of old contacts to your workflows can lead to high opt-out rates. Only add contacts who recently opted in.
Use Clear Opt-In Messages: Your first message should clearly state that people can reply "STOP" to unsubscribe. Note, this is a double edged sword as the term “Stop” counts against your opt-out rate!
What Happens if Your Phone Number Gets Suspended?
If your phone number gets suspended, you won’t be able to send any SMS messages. To fix this, you’ll need to appeal to Twilio. This process is stricter than the initial approval and you only have two chances to appeal. If you fail both times, your account will be permanently suspended.
How to Appeal a Suspension
Remove Contacts from Workflows: Take all contacts out of any active workflows.
Gather Required Information:
Screenshot of First Message: Show the first text message that new leads receive after opting in.
Data Collection Method: Explain how you collected the phone numbers.
Consent Proof: Provide a screenshot of your consent checkbox from your sign-up form.
Reason for Suspension: Explain why the suspension happened and what changes you’ve made to prevent it in the future.
Update Your Website: If you use Core landing pages, update all call-to-action links to comply with Twilio’s rules. Use a simple contact form instead.
Appeal Submission Checklist
Before you submit your appeal, make sure you have:
Removed all contacts from active workflows.
Collected all the necessary screenshots and explanations.
Updated your website’s call-to-action links if needed.
*Here is an outline you can use to add your details and then provide to our support team. FORM **NOTE: We recommend you complete this form and include it in your initial ticket with support so we can expedite your appeal.
Your cooperation is crucial to get your suspension lifted and continue using SMS services without any issues.
HELP
If you would like more information or need further assistance, please use our HELP DOCs, just like this one or reach out through intercom, the little blue box in your CORE account or email us at support@pushpress.com. Our team is here to help.
About PushPress
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