# 30931: Campaign rejected: Opt-in process must allow consumers to decline

Log Type: APPLICATION

Log Level: ERROR

## Description

Your A2P 10DLC campaign registration was rejected because the opt-in workflow does not let end users decline SMS consent and still complete the primary action. Consent must be explicit and voluntary. If you collect opt-in on a website or in an app, the messaging consent flow must be clearly described, verifiable, and separate from required actions such as creating an account, completing a purchase, or accepting required policies.

### Possible causes

* The consumer must agree to receive SMS messages to complete a purchase, registration, signup, or another required step.
* The web or app form does not provide a real way to decline messaging and still continue.
* A checkbox or similar control is preselected, locked, or cannot be cleared by the consumer.
* SMS consent is bundled with required acceptance of Terms of Service, a privacy policy, or another mandatory agreement.
* A single button or action grants both messaging consent and other required permissions with no separate consent choice.
* The submitted `message_flow`, website URL, or screenshots do not clearly show that messaging consent is optional.

### Possible solutions

* Make SMS consent optional so the consumer can complete the main action without joining the messaging campaign.
* Use a separate consent step for messaging. If you use a checkbox, leave it unchecked by default.
* Separate SMS consent from required Terms of Service, privacy policy acceptance, and any other mandatory permissions.
* If you collect opt-in on a website, provide a verifiable public URL or hosted screenshots that clearly show the opt-in language and the ability to decline.
* Update the opt-in language anywhere you collect phone numbers so it clearly states that the user is agreeing to receive text messages from your business.
* For web opt-in, include the required disclosures and make sure your site includes a compliant privacy policy and terms of service.
* If your campaign supports keyword-based opt-in, provide the `opt_in_keywords` and a compliant `opt_in_message`.
* After you update the consent flow, resubmit the campaign with revised evidence that shows users can decline messaging and still proceed.

#### Additional resources

* [Programmable Messaging and A2P 10DLC](/docs/messaging/compliance/a2p-10dlc)
* [A2P 10DLC registration application quickstart](/docs/messaging/compliance/a2p-10dlc/quickstart)
* [A2P 10DLC Campaign Approval Best Practices](https://help.twilio.com/articles/11847054539547-A2P-10DLC-Campaign-Approval-Best-Practices)