Texting registration rejected: how to fix it and resubmit
Twilio, the carrier network behind texting, reviews every registration you submit. It can reject it, and when it does, Rex emails you what to change and reopens the setup wizard so you can fix it and submit again. You do not need to contact us to resubmit.
What Twilio reviews
There are two separate approvals. The first is your business registration, which proves your venue is a real business. The second is your messaging campaign, which covers what you send and why guests agreed to receive it. Twilio can reject either one.
Twilio reviews the business registration first. If both were rejected, Rex tells you about the business registration, because the campaign cannot be reviewed until that is approved.
Fix a rejection
Read the email Rex sent you
It lists what has to change and quotes Twilio's own reason underneath. It goes to the person named on the Representative step of the wizard, or to your Rex account contact if that Email field is empty. Rex sends one email per rejection.
Reopen the Texting setup
Find the Texting card on the Global Integrations page and click Settings. A rejected registration reopens the setup wizard, prefilled with what you entered before.
Check the banner at the top. If it reads Twilio rejected this texting registration, it lists the same points as the email, and the table below explains each one. If it reads Texting setup did not complete instead, Twilio never reviewed your registration and nothing on your website will fix it. Contact Rex support.
Make the change on your own website first
Most rejections are about your privacy policy page, your SMS terms page, or the opt-in checkbox on your booking page. Publish that change and check the page is reachable without logging in, because Twilio's reviewer visits it.
Correct your details in the wizard
If the rejection was about your business details, update them on the Business Info step, or the Representative step for the contact email. Leave everything else as it is.
| Field | Description |
|---|---|
| Legal Business Name | Your registered business name, exactly as the IRS holds it. |
| EIN / Business Registration Number | Your business tax ID, exactly as the IRS holds it. |
| Privacy Policy URL | A link to the privacy policy page you just updated. |
| Terms of Service URL | A link to your SMS terms and conditions page. |
Submit again
Work through to the last step and click Connect Twilio. Twilio reviews the new submission the same way it reviewed the first one, and Rex emails you again if it is rejected again.
If only your messaging campaign was rejected, resubmitting keeps your approved business registration. You are not starting over.
What each rejection means
Twilio's reason names one of the following. The email and the banner both tell you which.
| Field | Description |
|---|---|
| Privacy policy | Your privacy policy page does not say enough about texting. It must state that mobile and SMS opt-in data is not shared with third parties or affiliates for marketing. It must also give how often you text, the line "message and data rates may apply", and how to stop, using the word STOP. |
| SMS terms | You have no terms and conditions page for texting, or Twilio cannot reach the one you gave. Publish a public page that describes your texting program and link it in the wizard. |
| Opt-in disclosure | Your booking page does not show clearly enough who is opting in, where, and how. It needs an unchecked checkbox whose label names the type of messages you send, how often, that data rates may apply, and links to both your privacy policy and your terms page. |
| Sample messages | The example texts do not match what your campaign says it sends. Keep every sample about bookings, reminders and updates, with no verification codes and no promotions. |
| Legal business name or EIN | Your business details do not match IRS records. Take the name and the EIN character for character from your IRS EIN assignment letter, the CP-575. |
If Twilio gave a reason outside this list, the email and the banner quote its wording as it arrived. Send that wording to Rex support if it is not clear what to change.
If something else went wrong
The banner reads "Texting setup did not complete"
Possible causes
- •Twilio never reviewed the registration, so there is no rejection to fix
- •Setting up the Twilio account behind your texting did not finish
- •Required details were missing when the wizard was submitted
Fix
Contact Rex support and quote the message under the banner. Changing your privacy policy or terms page will not clear this one, because Twilio never saw the submission.
No rejection email arrived
Possible causes
- •The Email field on the Representative step is empty, so it went to your Rex account contact
- •Rex already emailed this same rejection once, and does not resend it
- •The email is in a spam or promotions folder
Fix
Open the Texting setup and read the banner, which always shows the current reason. Fill in the Representative step's Email field so the next notice reaches the right person.
The same rejection came back after resubmitting
Possible causes
- •The page Twilio checks was not actually updated, or the change is not live yet
- •The page is behind a login, so Twilio's reviewer cannot read it
- •The wording is present but incomplete, for example it is missing the STOP instruction
Fix
Open the page in a private browser window, with no login, and read it against the list above point by point. Every point has to be on the page Twilio was given, not on a different page of your site.
The Texting card shows a status that has not changed for days
Possible causes
- •Twilio's review takes time and no action is needed yet
- •The registration was rejected and the email went to an address nobody reads
Fix
Open the Texting setup. If it shows the wizard with a banner, it was rejected and is waiting on you. If it shows a pending status, the review is still with Twilio and there is nothing to do.
For the setup itself, see Set up texting.
Updated Sep 10, 2026
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