Frequently Asked Questions (FAQ)

  • - What does it mean when I get a "service access denied" message?

    The short code is blocked from all short codes. In general, Sprint and T-Mobile tend to automatically block short code messaging for their customers. A few years ago, there used to be ‘premium short codes' that allowed companies to charge consumers when they texted a word to a short code. Many businesses were abusing this system and many consumers would unknowingly purchase products such as wallpapers, ringtones, etc. Subsequently, Sprint and T-Mobile decided to block short code messaging. This blocking is not 100 percent guaranteed, as many phone numbers are able to receive short code messages without having to initially remove the block.

  • + Does Trumpia provide a list of phone numbers that we can add to my list?

    No, Trumpia has a strict opt-in subscription policy. The contact information you upload must come from your own customer database. In other words, only people who have voluntarily opted in may be a part of your distribution lists.

  • + How do I create a Facebook sign-up page?

    Go to Collect Contacts then Create A New Online Sign-Up Page.

    Check the box for Facebook Sign-Up Page and complete all required fields.

    Please note: In order to create a Facebook sign-up page, you must first have your Facebook account(s) connected to your Trumpia account. You can link your accounts by clicking onMy Account and going to Social Networking Accounts.

  • + What is the disclosure field in the keyword creation process?

    In compliance with MMA regulations, when an individual opts in to a distribution list, the advertiser must provide an estimate of how many messages an individual will receive in a given month. It is your responsibility to ensure that you are fully compliant, so please be sure to check all relevant industry and carrier regulations.

    This will not prevent you to send messages above this threshold value.

    The subscriber will receive a text notification: "Welcome! Msg data rates may apply. Get X# msg/mo. Reply HELP for help. STOP to Optout."

  • + How do I build my database?

    There are two general approaches to building your contact list.

    Internet

    • Online Sign-Up Page (OSP)
    • Embedded Sign-Up Page (eOSP)
    • Facebook Widget

    Mobile Keywords

    • Normal Type
    • Mobile Voting Type
    • Shuffle Responder Type
  • + Why is my mobile keyword not working?

    In creating a mobile keyword, the very last step would be selecting the frequency at which the auto-response message is sent to the contact after he/she texts the keyword to the short code. There are three options in this step.

    a. Only once per mobile number: If a number is already on the distribution list attached to this keyword, they will not receive the auto-response message.
    b. Only once every hour, day, week, month, or year: A customer can receive the auto-response message once every hour, day, week, month, or year, depending on which one you choose. For example, if you select every hour and a customer texts the keyword twice within one hour, that person will receive the auto-response message only once.
    c. Every time: No matter how many times a customer texts the keyword, the auto-response message will be sent every time.

    The possible reason a keyword does not work when you test it is that the last step was set to "Only once per mobile number." Again, if the number is already in the distribution list, that number will not receive the auto-response message. We suggest that if you are running a test, select "Every time" in the last step. Once testing is complete, you can go back into your keyword options and change the setting to Only once per mobile number.

  • + Why are two messages sent out when my customer texts the keyword, and can I remove the "REPLY STOP to opt-out" instruction?

    When someone texts a keyword for the first time, two messages are sent: the "Welcome standard data rates may apply" message and the auto-response message that you created. The first message is required by MMA guidelines and our contract with our supported phone carriers. Because this message is required, it will not cost you any text credits. The "REPLY STOP to opt-out" instruction is required by law and therefore must appear on every message.

    It is your responsibility to ensure that you are fully compliant, so please be sure to check all relevant industry and carrier regulations.

  • + How do I download the CSV file and check for failed contacts using the imported contact list?

    To download the CSV file and check the failed contacts:

    1. 1. On the navigation bar, click on Collect then Add/Import Contacts.
    2. 2. Scroll down to the Import Contacts section.
    3. 3. Click on Import History on the bottom right hand side of the page.
    4. 4. This will open your Import History page, click on the file name you choose to download until it highlights blue.
    5. 5. Click on View Report.
    6. 6.Next, click on Download Discarded Records.
  • + How do I import contacts?

    To turn on the ability to import contacts, a form needs to be submitted to us. You can complete this form electronically, but the signature must be handwritten. To access this form:

    1. 1. On the navigation bar, click on Collect then Add/Import Contacts.
    2. 2. Next, choose which type of messages you are sending to your contacts:
      • a. Solicitation for marketing and promotional messages.
      • b. Non-solicitation for alerts, notifications, and internal communications.
    3. 3. Click on Request on the bottom right.
    4. 4. Next, click on Print Certification on the bottom right.
    5. 5. This will open an Import Certification window.
    6. 6. Complete the certification.
    7. 7. Scroll down to the very bottom of the page and click Print.

    Once the form has been filled and signed, you can upload it back into our platform:

    1. 1. On the navigation bar, click on Collect then Add/Import Contacts.
    2. 2. Next, choose which type of messages you are sending to your contacts.
    3. 3. Click on Request on the bottom right.
    4. 4. Click on Upload Certification.
    5. 5. On Select File(s) to Upload, you can attach the completed and signed form.
    6. 6. Click on Submit
    7. 7. Scroll down to the very bottom of the page and click Print.

    It takes up to four business hours for our Audit team to look at your form.

  • + How do I edit the keyword compliance message? What parts can I edit?

    The short code is blocked from all short codes. In general, Sprint and T-Mobile tend to automatically block short code messaging for their customers. A few years ago, there used to be ‘premium short codes' that allowed companies to charge consumers when they texted a word to a short code. Many businesses were abusing this system and many consumers would unknowingly purchase products such as wallpapers, ringtones, etc. Subsequently, Sprint and T-Mobile decided to block short code messaging. This blocking is not 100 percent guaranteed, as many phone numbers are able to receive short code messages without having to initially remove the block.

  • + How do I edit a keyword?

    The short code is blocked from all short codes. In general, Sprint and T-Mobile tend to automatically block short code messaging for their customers. A few years ago, there used to be ‘premium short codes' that allowed companies to charge consumers when they texted a word to a short code. Many businesses were abusing this system and many consumers would unknowingly purchase products such as wallpapers, ringtones, etc. Subsequently, Sprint and T-Mobile decided to block short code messaging. This blocking is not 100 percent guaranteed, as many phone numbers are able to receive short code messages without having to initially remove the block.

  • + How do I format the Excel file for imports?

    The short code is blocked from all short codes. In general, Sprint and T-Mobile tend to automatically block short code messaging for their customers. A few years ago, there used to be ‘premium short codes' that allowed companies to charge consumers when they texted a word to a short code. Many businesses were abusing this system and many consumers would unknowingly purchase products such as wallpapers, ringtones, etc. Subsequently, Sprint and T-Mobile decided to block short code messaging. This blocking is not 100 percent guaranteed, as many phone numbers are able to receive short code messages without having to initially remove the block.

  • + How do subscribers opt in after opting out?

    The short code is blocked from all short codes. In general, Sprint and T-Mobile tend to automatically block short code messaging for their customers. A few years ago, there used to be ‘premium short codes' that allowed companies to charge consumers when they texted a word to a short code. Many businesses were abusing this system and many consumers would unknowingly purchase products such as wallpapers, ringtones, etc. Subsequently, Sprint and T-Mobile decided to block short code messaging. This blocking is not 100 percent guaranteed, as many phone numbers are able to receive short code messages without having to initially remove the block.

  • + What is the difference between an eOSP and a hosted URL?

    The short code is blocked from all short codes. In general, Sprint and T-Mobile tend to automatically block short code messaging for their customers. A few years ago, there used to be ‘premium short codes' that allowed companies to charge consumers when they texted a word to a short code. Many businesses were abusing this system and many consumers would unknowingly purchase products such as wallpapers, ringtones, etc. Subsequently, Sprint and T-Mobile decided to block short code messaging. This blocking is not 100 percent guaranteed, as many phone numbers are able to receive short code messages without having to initially remove the block.

  • + How do I get more information after opting in?

    The short code is blocked from all short codes. In general, Sprint and T-Mobile tend to automatically block short code messaging for their customers. A few years ago, there used to be ‘premium short codes' that allowed companies to charge consumers when they texted a word to a short code. Many businesses were abusing this system and many consumers would unknowingly purchase products such as wallpapers, ringtones, etc. Subsequently, Sprint and T-Mobile decided to block short code messaging. This blocking is not 100 percent guaranteed, as many phone numbers are able to receive short code messages without having to initially remove the block.

  • + Why does my phone number show up when people text my keyword? How do I change it?

    The short code is blocked from all short codes. In general, Sprint and T-Mobile tend to automatically block short code messaging for their customers. A few years ago, there used to be ‘premium short codes' that allowed companies to charge consumers when they texted a word to a short code. Many businesses were abusing this system and many consumers would unknowingly purchase products such as wallpapers, ringtones, etc. Subsequently, Sprint and T-Mobile decided to block short code messaging. This blocking is not 100 percent guaranteed, as many phone numbers are able to receive short code messages without having to initially remove the block.