--- title: Error and Opt-Out Rate Monitoring for SMS Compliance description: To ensure the reliability of your SMS communications and maintain high deliverability, we actively monitor account health for error and opt-out rates. This helps prevent carrier filtering, account suspension, and long-term delivery issues. --- [Skip to content](https://help.relentless-digital.com/error-and-opt-out-rate-monitoring-for-sms-compliance#main-content) English Show submenu for translations ![](https://help.relentless-digital.com/hs-fs/hubfs/Relentless-Digital%20(1).webp?width=120&height=85&name=Relentless-Digital%20(1).webp) Open main navigation Close main navigation - English Show submenu for translations - [Contact Our Support Desk](https://help.relentless-digital.com/support-desk) [Contact Our Support Desk](https://help.relentless-digital.com/support-desk?hsLang=en) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Relentless Digital Client Knowledge Base](https://help.relentless-digital.com/?hsLang=en) 2. [Bullseye Pro](https://help.relentless-digital.com/bullseye-pro?hsLang=en) 3. [User Help Articles](https://help.relentless-digital.com/bullseye-pro?hsLang=en#user-help-articles) # Error and Opt-Out Rate Monitoring for SMS Compliance ## To ensure the reliability of your SMS communications and maintain high deliverability, we actively monitor account health for error and opt-out rates. This helps prevent carrier filtering, account suspension, and long-term delivery issues. ### 📊 Error and Opt-Out Rate Monitoring for SMS Compliance To ensure the reliability of your SMS communications and maintain high deliverability, we actively monitor account health for error and opt-out rates. This helps prevent carrier filtering, account suspension, and long-term message delivery issues. --- #### 🔍 What We Monitor We focus on two key performance metrics: - **Error Rate**: Messages that fail due to invalid numbers, landlines, or carrier rejections. - **Opt-Out Rate**: Messages recipients mark as spam or opt out from receiving. ### ⚠️ Thresholds & Actions | Metric | Warning Email Trigger | Temporary Suspension Trigger | | --- | --- | --- | | **Error Rate** | 8% | 12.5% | | **Opt-Out Rate** | 2% | 3% |   - **Temporary Account Restriction**: Once triggered, all **outbound SMS are blocked** until **00:00 AM UTC the following day**. --- #### 🚨 If You Receive a Violation Email Take immediate action to prevent further penalties: 1. **Pause All Messaging Activities** - Stop workflows, campaigns, triggers, and bulk actions to contacts without clear opt-in consent. 2. **Review & Update Message Content** - Enable opt-out language (`Reply STOP to unsubscribe`). - Add Sender ID or business introduction in first messages. 3. **Customer Communication** - **Avoid bulk sends**, cold prospecting, or any non-consented messaging. --- #### 📈 Understanding the Metrics ### Opt-Out Rate - **Definition**: Recipients mark messages as spam or opt out. - **Healthy Range**: 1-2% - **Impact**: Suspension at ≥2% for 24 hours. ### Error Rate - **Definition**: Messages sent to invalid, unreachable, or non-SMS numbers. - **Healthy Range**: 0–6% - **Impact**: Suspension at ≥12% for 24 hours. --- #### 🔓 Reinstating a Suspended Subaccount - **Automatic Lift**: Suspension ends at **00:01 AM UTC** the next day. - **Permanent Suspension**: If notified, refer to our guide: *\[Why is your account suspended?\]* and submit a support ticket. --- #### ✅ Best Practices to Prevent SMS Suspension Follow these strategies to ensure compliance and maintain deliverability: 1. **Include Opt-Out Language** - Example: “Reply STOP to unsubscribe” in every first message. 2. **Add Sender Information** - Introduce your business in the first message (e.g., "Hi, this is John from XYZ Insurance"). 3. **Enable Number Validation** - Avoid sending to landlines or non-SMS numbers by validating contacts pre-send. 4. **Avoid Public URL Shorteners** - Do **not** use bit.ly, rb.gy, etc. Send the full link instead. 5. **Register for A2P Campaigns (U.S. only)** - Ensure your **Business Profile, Brand, and Campaign** are registered. - Check the **Trust Center** tab once the country is set to "US". ⚠️ *A2P campaign approval can take up to 6–7 weeks. Raise a support ticket if pending longer.* 6. **Use Consent-Based Web Forms** - Include a checkbox for SMS consent during form submission. **Sample Disclosure**: > By providing your information, you consent to receive communications from \[Company Name\]... You can revoke consent anytime by calling 1-800-000-000 or emailing EMAIL\_HERE. 7. **Include Lead Source** - Let recipients know where or how they opted in (e.g., "You subscribed via our website"). 8. **Implement Double Opt-In (Recommended)** - Webform checkbox + SMS confirmation (e.g., “Reply 1 to confirm subscription”). --- #### 💬 Need Assistance? 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