TCR Registration Process Failure

Our first sumbission was rejected. Now when i try to make modification and resubmit i get an error: Unable to update registration. The registration cannot be completed at this time as it is currently in UPDATE REQUIRED status. Please try again later. I was supposed to hear back from support and nothing.

Hey, thanks for sharing this. We are aware of the issue and we have our leadership escalating this with our internal teams. We will circle back when we have an update that this has been resolved. 

It seems a bit surprising that with so many clients requiring support, this issue hasn’t been escalated until a individual is raising concern. Surely, you can see all the files being approved or rejected. Why isn’t it part of your internal procedure to proactively reach out to clients by phone to address and resolve such issues after multiple rejections?

Here is a perfect example. 

Friday ring central emailed me :

• Insufficient detail provided for Consent section when opt-in consent occurs outside of website

I then updated this section only and then today they sent me the following message 

Then today they sent me this message:

• Campaign Attributes do not match website and/or sample message content.
• Opt-in message must contain brand name, HELP, opt-out, message frequency and associated fees disclosures. Opt-out message must contain brand name and indicate that no further messages will be sent. HELP message must contain brand name and contain support contact (email, phone number, or support website).

We have been struggling to get through TCR for like 6 months.  It is horrible.  So much time wasted.
 

I have this problem as well.  I completed the application exactly as the instructions and examples suggested, but then got back a litany of errors that say the exact opposite of what was submitted.  For example it says there is no privacy policy linked in the webform opt in for SMS, but the link is there.  That’s just one example of many and the rejection is so vague it’s impossible to know what is supposedly wrong.

I messaged ​@Mary-Community_Moderator a few days ago but haven’t heard back.  Has anyone had any luck getting help from them and successfully getting through the registration?  We have been at this for nearly a month, and what’s strange is we have two other ring central accounts for other business that have been registered for TCR with no problems since the requirement was put into place.  Those applications were approved on the first try so we did the exact same thing for this account and can’t get approved.  It’s extremely frustrating and is costing us business.​​

Hi ​@Manu S, I’ve responded to your DM. I apologize for the delay. 

I have been struggling for months making every change I’m instructed to do. This time it’s been pending for 3 weeks, can you help me escalate this? Our owner wants to just cancel our service but I sit on hold for so long I end up giving up every time. 

Hi ​@BPTeam, Please send me a DM — I can check the status and follow up on this for you. 

I completely agree. I have submitted our TCR Registration 8 times now. Each time its rejected I call the TCR support number, each time  they tell me what to change and assures me that everything looks good and we have made all the changes needed. Well each time, the registration is rejected and each time something else needs to be changed and then assured that its the last modification. I have tried to ask for the phone number to call for whoever is approving these registrations to no avail. Frustrating to say the least. I feel like its one thing after another. We have modified all our pages and links and all the verbiages on our site according to what the TCR support is telling us to change, they even send me screenshots. 

We are a federally-qualified community health center based in Seattle, WA that serves the underserved communities. Our patients are relaying on text messages we send or communicate through. 

Its very disappointing.