---
"@context": https://schema.org
"@type": TechArticle
"@id": https://www.twilio.com/docs/api/errors/30531#article
headline: "30531: Toll-Free verification rejection - HELP keyword response must meet requirements"
url: https://www.twilio.com/docs/api/errors/30531
inLanguage: en
dateModified: 2026-09-14T16:28:48.000Z
author:
  "@type": Organization
  name: Twilio Developer Education Team
publisher:
  "@type": Organization
  name: Twilio
---

# 30531: Toll-Free verification rejection - HELP keyword response must meet requirements

Log Type: APPLICATION

Log Level: ERROR

## Description

This error means your Toll-Free verification submission was rejected because the `HELP` keyword response in the submission doesn't meet requirements. Messaging traffic on the Toll-Free number is blocked until the number is verified.

### Possible causes

* The `HELP` keyword response doesn't include customer contact details such as a phone number, email address, or website.
* The `HELP` keyword response doesn't include your business or brand name.
* The `HELP` keyword response doesn't provide clear support information.
* The `HELP` keyword response uses formatting or content that doesn't meet requirements.

### Possible solutions

* Update your submitted `HELP` keyword response to include your business or brand name and at least one customer contact method, such as a phone number, email address, or website.
* Make sure the `HELP` response tells users how to get assistance and includes a "Message and data rates may apply" disclosure and opt-out instructions, such as "Reply STOP to opt out".
* Ensure the response is sent automatically when a consumer texts HELP.
* Resubmit the Toll-Free verification request after you correct the `HELP` response.

### Additional resources

* [Toll-Free Verification Onboarding Guide](https://help.twilio.com/articles/13264118705051)
* [Why Was My Toll-Free Verification Rejected?](https://help.twilio.com/articles/9321443984155)
* [Get started with toll-free verification using the API](/docs/messaging/compliance/toll-free/api-onboarding)