What are the shortcode HELP and STOP messages requirements?

The shortcode HELP and STOP messages are a line of text that tells an end-user how to get help related to an SMS campaign or how to stop or unsubscribe from the campaign. This message is a mandatory requirement and must be included in all SMS campaigns using US shortcodes.

HELP message text

Help messages must contain either a support email address or a phone number, as well as the msg frequency, and advance notice of any charges. 

STOP message text

Stop messages must include some type of helpful information in addition to confirming the opt-out.

An example of a properly formatted STOP message: “You have been opted out and will receive no more messages from Farm League Baseball Sports service. flb.com/help or 800-888-8888.”

Required synonyms include: STOP ALL, END, QUIT, CANCEL, UNSUB, and UNSUBSCRIBE

We will work with you to help achieve compliance with help and stop messages. Note that in addition to HELP and STOP messages, all shortcode messages need to state the following:

  1. “Message and data rates may apply” * The specific expected message frequency the user will receive. (e.g., “1 message/day”, “5 messages/month”, “1 message/user request”)
  2. “Text HELP to [your shortcode #] for help.” (note that HELP must appear in bold)
  3. “Text STOP to [your shortcode #] to cancel.” (note that STOP must appear in bold)
  4. URL of the SMS terms of service
  5. URL of your privacy policy 

 Please note that Plivo does not control carrier regulations and is not in a position to interpret any laws, rules, or regulations. Plivo will work with you and the carrier to help you become compliant. However, it is important that customers seek legal counsel to clarify laws and regulations as they apply to your company’s specific practices. Each carrier reserves the right to suspend short code service for any user at any time.

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