You have been suspended by a carrier as a suspected SMS spammer. Now what?
Even with the best intentions and strategies, high messaging volumes and elevated unsubscribe rates can trigger carrier suspensions—labeling your campaign as a potential spam source. Typically, a 2% unsubscribe rate is a red flag for most carriers. Should you find yourself suspended, you’ll be asked to submit a mitigation plan. Here are proven best practices that will serve both as proactive measures and as components of a strong mitigation plan.
Document Subscriber Consent
To maintain the highest credibility, always track and store each subscriber’s:
- Phone number
- How they opted in
- Date of consent
- IP address (when available)
Keeping detailed records helps you prove compliance if a carrier questions your SMS practices.
Use Secondary Consent Confirmation
When a subscriber opts into your SMS list, send a clear confirmation text right away. For example:
Thank you for opting in to receive recurring SMS messages from [Your Company Name]. Msg frequency varies. Msg & data rates may apply. Reply HELP for help. Reply STOP to cancel.
This immediate confirmation ensures subscribers know exactly what they’re signing up for, reducing confusion and unsubscribes.
Streamline Your Messaging Frequency
Even well-intentioned campaigns can appear spammy if they send too many messages. Space out your messages and keep your content relevant to maintain high engagement and lower unsubscribe rates.
Maintain an Effective Opt-Out Process
As soon as someone replies with STOP, QUIT, UNSUBSCRIBE, or CANCEL, you must remove them from future communication immediately. Message IQ automates this by creating a “Message IQ Opt-Out” contact property set to “YES” once someone opts out. You can even add custom opt-out keywords for more flexibility. Read our blog post on tracking opt-outs using Message IQ.
Keep Your Database Clean
Regularly review your leads and ensure you’re only sending SMS to subscribers who have explicitly given their consent. This practice significantly reduces the risk of carrier suspensions and negative user feedback.
Renew Consent Over Time
If you frequently message subscribers over extended periods—especially beyond 18 months—reach out periodically to confirm that they still wish to receive messages from you. This helps maintain an engaged list and showcases your commitment to responsible messaging.
Act Immediately When Consent Is Withdrawn
Once consent is withdrawn with an opt-out keyword, stop sending messages right away. Message IQ automatically blocks subsequent sends to keep you in compliance, and carriers also enforce similar blocks.
Monitor Unsubscribes and Complaints
Keep a close eye on spikes in opt-outs or complaints. Sudden increases can signal a problem in your consent or opt-out mechanisms. Carriers may quickly start filtering or blocking your traffic if they detect high complaint or unsubscribe rates.
By implementing these best practices, you’ll stand a better chance of avoiding suspensions and maintaining healthy, compliant SMS outreach. If you do face a carrier suspension, putting these strategies in place will allow you to reflect a solid mitigation plan—and quickly get back to delivering valuable, engaging messages to your subscribers.
Ready to transform your communication strategy and skyrocket sales with SMS? Download the new MessageIQ Playbook or Sign Up Message IQ for a low-cost, no obligation subscription today and discover the power of SMS!
