Why Your Sparkforge Phone Account Got Suspended

If Settings > Phone Number shows errors like "Something went wrong, please check your Twilio account credentials" or "Sparkforge returned Unauthorized", the underlying carrier has suspended the sub-account. Reinstatement requires proof your messaging is compliant.

Open a support ticket

Submit a ticket with the template below filled out, plus screenshots of your opt-in form, terms of service, and privacy policy.

Template you must answer

1. Share the first text message in the workflow once your leads opt in.
2. Provide the URL where leads opt in.

Compliant first-message example

"David, it's Kate from ABC Company. Thanks for opting in to receive SMS notifications. I just saved a time for you on Thursday, June 15, 2023, at 4:00 PM, and I'll see you then. If anything changes, just let me know. If you need to opt out, reply STOP."

Examples that get flagged

• Cold real-estate offers to people who never opted in
• Generic financial-aid pitches with no prior consent
• Promo blasts referencing programs the recipient never joined
• Last-chance discount messages to lapsed lists

Opt-in URL requirements

The page where users consent to SMS must show:

• Program name and message description
• The organization sending messages
• Fee disclosure ("Message and data rates may apply")
• Frequency disclosure ("4 messages per month" or similar)
• Help instructions ("Text HELP for help")
• Opt-out instructions ("Text STOP to cancel")
• Link to a Privacy Policy covering opt-in data use
• Link to Terms and Conditions
• An optional, unchecked SMS consent checkbox separate from the T&C consent

Required Privacy Policy language

The privacy policy must explicitly state mobile opt-in data is not shared with third parties or affiliates for marketing. A compliant statement reads:

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Information sharing to subcontractors in support services, such as customer service, is permitted. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Terms of service boilerplate

Include program name, description, STOP and HELP instructions, carrier liability disclaimer, message frequency note, and a link back to the privacy policy.

Why suspensions happen

High error rate

Driven by one error code or the sum of several. Usually points to invalid numbers, blocked content, or carrier filtering.

High opt-out rate

Recipients hitting STOP at scale signals unwanted messaging. Audit list source and consent records before retrying.

Consent record-keeping

Keep a record of every opt-in: a copy of the form submission, timestamp, IP address, and the exact consent language shown. Carriers can request this at any time.