Use this guide when business-text registration is pending, rejected, duplicated, or approved but messages still do not send correctly.
This article is about A2P registration for US business text messages. It is not the guide for a caller's business name, STIR/SHAKEN, Voice Integrity, or a Spam Likely label on voice calls.
First: identify the exact registration that has the problem
Open Settings → Phones → Trust Hub. If the account has more than one business or client, open the row for the business that actually sends the messages. Also confirm that you are using the intended connected phone provider or subaccount.
Do not submit a second record yet. First copy:
- the business-profile name;
- the provider shown for the account;
- the exact column with the problem: Profile, A2P Brand, or A2P Campaign;
- the exact status and full failure message;
- the Profile, Brand, Campaign, and Messaging Service IDs shown, if available; and
- the submission date.
These registrations are related, but each can fail independently:
Registration — What it proves — Typical status
Business Profile — The legal identity and contact information of the business — Approved, In Review, or Rejected
A2P Brand — Who is sending business text messages — Registered, In Progress, or Rejected
A2P Campaign — Why messages are sent, how people consent, and what messages look like — Verified, In Progress, or Failed
Messaging Service / sender pool — Which phone numbers are allowed to send for the campaign — A phone is present and registered, or it is missing
An approved profile does not prove that the brand or campaign is approved. A verified campaign does not prove that the intended phone number is in its sender pool.
What the status means
- In Review / In Progress: the existing submission is still being reviewed. Do not create another copy.
- Rejected / Failed: open View Details or Failure Reason, correct the named field in the existing record, and resubmit it when that option is available.
- Approved / Registered / Verified: continue to the next stage and confirm the phone-number assignment.
- No status or missing record: verify the business row, provider, and subaccount, then use the appropriate sync option before creating anything new.
Approval timing is controlled partly by the connected provider and industry review process. Use the current status and failure reason instead of relying on an old estimate or repeatedly resubmitting.
Error: “Duplicate Brand can not be saved” or HTTP 409
This usually means the provider already has a brand for the same business. Creating it again will not fix the problem.
1. Stop submitting new brands.
2. Confirm that you opened the correct business profile and provider subaccount.
3. Open the management or wrench action for that profile.
4. Open A2P Brand and choose Sync Existing Brand or Sync Brand.
5. Enter the existing Brand Registration ID/SID from the provider account.
6. Refresh Trust Hub and confirm that the existing brand now appears on the correct business row.
If you do not know the existing Brand ID, find the approved or pending brand in the connected provider's brand-registration list. Match the legal business name and registration details before copying the ID. Do not use a different client's brand merely because the company names look similar.
If the existing brand cannot be found, send support the exact 409 error, business profile, provider/subaccount, legal business name, and screenshot. This gives the team what it needs to locate the existing record without another submission.
Business Profile is Rejected
Open View Details and read the full failure reason. Correct the existing profile so the information matches official business records.
Check the field actually named in the rejection, especially:
- legal business name;
- business registration or tax ID;
- business type;
- street address, city, region, country, and postal code;
- website and business email domain; and
- authorized representative/contact information.
For example, if the reason says “Invalid Postal Code … Max length 10,” correct that postal-code field to the valid official value within the stated limit. Do not rewrite unrelated fields or create a second profile.
After correction, resubmit the existing profile. If the page shows the reason but no edit or resubmit control, capture the full reason and profile ID for support.
A2P Brand is Rejected
Open the brand's failure details. Confirm that the brand belongs to the same approved business profile and that the legal identity matches the provider's records.
- If the correct brand already exists, sync it using its Brand ID.
- If the failure identifies a business-identity field, correct the existing profile or brand and resubmit.
- If the reason is unclear, preserve the full provider message and Brand ID for support.
Do not create another brand to hide a rejected one. That can produce a duplicate-brand error and makes it harder to identify the record that needs correction.
A2P Campaign is Failed
A campaign can fail even when the profile and brand are approved. Open Failure Reason, then use Edit on the failed campaign. Correct the fields identified by the review, which may include:
- the campaign/use-case description;
- how people give consent to receive messages;
- the opt-in form, page, keyword, or other consent evidence;
- two realistic sample messages that match the stated use case;
- opt-out and help wording;
- privacy-policy and terms links;
- whether messages contain links or phone numbers; and
- the selected Messaging Service.
Use Update & Resubmit when it is available. This updates the failed campaign while keeping its existing registration ID, and you do not pay the A2P registration fee again for that resubmission.
Do not delete the failed campaign merely to correct it. Deleting it and submitting a new campaign creates a new A2P registration, so the registration fee is charged again. Delete and recreate only when you intend to abandon the existing registration or support confirms that a new registration is required.
Other provider fees may continue while a failed campaign remains on the provider account. Do not create extra campaigns as a troubleshooting experiment.
What good campaign evidence looks like
The consent description should explain exactly where the person sees the disclosure, what action they take, what they agree to receive, and how consent is recorded. Sample messages should match that consent flow and identify the business. Generic descriptions such as “customers opt in” are usually not enough to diagnose a rejection.
Everything says approved, but SMS still fails
After the profile is Approved, the brand is Registered, and the campaign is Verified, confirm the delivery connection:
1. Open the verified campaign and confirm the intended Messaging Service.
2. Confirm the exact sending phone number is in that Messaging Service or campaign sender pool.
3. Confirm the number belongs to the same provider/subaccount as the registration.
4. Confirm Hot Prospector is using that number for the message being tested.
5. Send one new message to a consenting test recipient.
6. Record the sending number, destination, exact time and time zone, and what appears in Conversations or the message log.
Registration approval alone is not proof that a phone is connected to the campaign. Likewise, a message appearing in Hot Prospector is not proof that the receiving carrier delivered it.
Choosing the registration type
The provider may offer sole-proprietor, low-volume standard, and standard registration paths. Choose based on the legal business type, messaging use case, and expected volume—not simply the cheapest-looking option. Fees, review requirements, and throughput can differ.
If you are unsure which legal category applies, confirm it before submitting. The business's legal status should never be guessed.
When technical support is needed
Send one complete package:
- Hot Prospector account and affected client/business profile;
- connected phone provider and subaccount, if applicable;
- exact stage: Profile, Brand, Campaign, Messaging Service, or phone assignment;
- exact status and full failure reason;
- Profile ID, Brand ID, Campaign ID, and Messaging Service ID shown;
- sending phone number;
- submission date;
- screenshot of the status/failure; and
- for a delivery problem, one fresh message's destination, exact time/time zone, and result.
Providing this complete package once lets the team inspect the named registration or delivery boundary without asking you to create duplicates or repeat the same submission.
What counts as resolved
Before considering the issue resolved, verify the applicable result:
1. Business Profile is Approved.
2. A2P Brand is Registered.
3. A2P Campaign is Verified.
4. The intended phone is assigned to the correct Messaging Service/campaign sender pool.
5. One fresh test message sends from that number and reaches the consenting test recipient.
If the problem was a duplicate or rejection, the original business row must show the corrected synced or approved record. A newly created duplicate is not a fix.