Support
Support that picks up the phone
No tiered plans, no paid support add-on, no chatbot in front of a person. Every account gets the same phone number and the same team.
Response targets
- Service down or messages not sending
- 1 hour
- Phone or email, any time we are open
- Campaign rejected or suspended
- Same business day
- We pull the reason code from the registry
- Delivery or deliverability issue
- 1 business day
- Includes per-carrier analysis
- API or integration question
- 1 business day
- Send the request_id from the error
- Billing question
- 1 business day
- Invoices are itemized by rate and pass-through
- Abuse report
- 1 business day to acknowledge
- Investigated regardless of who reports it
These are targets, not contractual service levels. Where an order form specifies an SLA, that document governs.
Frequent questions
My campaign was rejected. What now?
Contact us and we will pull the specific rejection code from the registry. Reviewers stop at the first problem they find, so we audit the whole submission rather than only the cited issue — otherwise the next attempt fails on the next-deepest problem. Resubmitting a rejected campaign carries no additional vetting fee.
Messages show as sent but recipients say they never arrived.
Sent means the carrier accepted it, not that it reached a handset. Silent filtering is usually content, sending pattern, or list quality. Send us the message IDs and we will show you the per-carrier filtering rate and where it started.
How long does 10DLC registration take?
Brand verification is usually minutes because it is automated. Campaign review is 1 to 3 business days for sole proprietor and 3 to 15 for standard, depending on the aggregator queue and the use case. Special use cases that need external vetting take longer.
Can I get my throughput increased?
Throughput is assigned per campaign by each carrier, based on your brand trust score and use case. External brand vetting is the usual route to a higher score. We will tell you whether it is worth the fee for your specific situation before you pay it.
A recipient wants to resubscribe after opting out.
They have to opt in again through a documented flow. You cannot text them to ask, because that message would itself go to a suppressed number. Once fresh consent is recorded, we remove the suppression with the new consent attached to the record.
Do you support HIPAA or other regulated data?
Our services are general-purpose and are not configured by default for protected health information or payment card data. If you need to transmit regulated categories, contact legal@anthonyoliva.com before you start so we can put the right agreement in place.
Still stuck?
Call us. Most problems that take three days over email take four minutes on the phone, especially anything involving a campaign rejection.