---
"@context": https://schema.org
"@type": TechArticle
"@id": https://www.twilio.com/docs/api/errors/11016#article
headline: "11016: Call reason does not adhere to the guidelines"
url: https://www.twilio.com/docs/api/errors/11016
inLanguage: en
dateModified: 2026-10-07T05:21:12.000Z
author:
  "@type": Organization
  name: Twilio Developer Education Team
publisher:
  "@type": Organization
  name: Twilio
---

# 11016: Call reason does not adhere to the guidelines

Log Type: TWILIO

Log Level: ERROR

## Description

The call reason, or call reason contains content that is prohibited under Branded Calling guidelines. Prohibited content includes content that involves sex, hate, alcohol, firearms, or tobacco (SHAFT), government-impersonation keywords, offensive or defamatory language, or material that promotes illegal activity.

### Possible causes

* The call reason contains SHAFT content, even if it forms part of the legal business name.
* The call reason contains prohibited keywords such as `FBI`, `Social Security Administration`, `Government`, `Police`, or `Medicare`.
* The call reason contains offensive, defamatory, profane, or racially insensitive content or acronyms.
* The call reason promotes illegal drugs, gambling, methods to evade legal penalties, threatening content, or terrorism and criminal activities.

### Possible solutions

* Review and update the call reason to remove all prohibited or offensive content.
* Ensure the updated content aligns with the registered business and does not fall within any prohibited category.
* If you believe your business does not fall within a prohibited category, contact Twilio Support at trusthub-verify@twilio.com with additional information explaining your business.
* Resubmit the registration for re-verification.

#### Additional resources

* [US Enhanced Branded Calling](/docs/voice/branded-calling/us-enhanced#call-reason-restrictions)