A failed registration means carriers reviewed your submission and found something that needs to change. Most failures come from business details that do not match your IRS records or from a website that does not clearly show how customers opt in. This article covers the common reasons and how to fix them.
Before You Start
You must have access to the Settings module to view and edit your registration.
Have your IRS SS-4 / EIN or CRA documents available to confirm your exact legal name and address.
How To Resubmit After a Failure
Go to Settings, then Company Settings, then the SMS Campaigns tab. Your registration status appears with the failure reason.
Read the failure reason and correct the matching fields using the troubleshooting entries below.
Update the affected information, then submit again. Your corrected registration is sent for review and the status returns to pending.
Note: If your registration was submitted and there is an issue, you can contact SmartMoving Support with the exact error text and confirm you are using the number that sends SMS from SmartMoving.
Troubleshooting
The registration failed with a brand name, phone, or business mismatch.
One or more business details do not match your official IRS or CRN records. Confirm that your Legal Business Name, EIN, and physical address are entered exactly as they appear on your government issued form. Even small differences, such as "LLC" versus "L.L.C." or an old address, can cause a mismatch. Correct the fields and resubmit.
The registration failed due to issues verifying the Call to Action (CTA).
Carriers could not verify how your customers opt in to receive messages. Confirm your website has a clear opt-in method, a privacy policy, and SMS terms with STOP and HELP language. See SMS Registration: Keys to Success for guidance. Update your opt-in description in the registration to match your website, then resubmit.
The status still shows failed after updating the information.
Allow time for the status to refresh after you resubmit, since carrier review happens outside SmartMoving. If the status does not update after 3-5 business days, contact SmartMoving Support with the exact error text so the team can review your submission.
Messages stopped sending while registration is pending or failed.
An unregistered or unapproved number cannot reliably send SMS. Complete and pass registration to restore sending. If you have more than one sending number, confirm each one is registered and approved.
Best Practices
Copy your legal name, EIN, and address directly from your IRS SS-4 to avoid typos.
Fix the website opt-in before resubmitting, since resubmitting without changes returns the same result.
Keep the exact error text when you contact Support, since it points to the field that needs to change.