You've submitted your brand and campaign registration — now what? Registration typically takes a few business days, but it can stretch to a week depending on carrier processing. Here's what to expect during that waiting period.
You don't need to wait for 10DLC approval to start using Hello Hotel. Most of the platform works immediately:
Inbound texts — Guests can text your Hello Hotel number and you'll see their messages in the conversation screen. You can't reply by text yet, but you'll have the messages waiting for you.
Phone calls — Inbound and outbound calling works immediately, no registration required. Calls are completely separate from SMS compliance.
Voicemail — Voicemail recording, transcription, and playback all work right away.
PMS sync — Your Mews integration syncs contacts and reservations regardless of 10DLC status.
Contact management — Adding, importing, and organizing contacts works immediately.
Call routing and settings — You can set up your call routing, voicemail greetings, calling tree, and all phone settings while you wait.
Team setup — Invite team members, assign roles, and configure phone number access.
Only one thing is blocked by 10DLC registration: sending outbound text messages. Until both your brand registration and campaign registration are approved, outbound SMS will be blocked or filtered by carriers.
This means you can't send texts to guests, use bulk messaging, or trigger automated text messages until your registration clears.
You can check the status of your registration at any time:
Go to Settings → Messaging Compliance
You'll see the status of both your Brand Registration and Campaign Registration
Here's what each status means:
Pending — Your registration has been submitted and is being reviewed. No action needed — just wait.
Approved — You're cleared. Once both brand and campaign show Approved, you can send texts.
Rejected — Something didn't pass the carrier review. See the section below on what to do.
Brand registration: 1–2 business days, sometimes up to a week
Campaign registration: 1–5 business days after your brand is approved
These are carrier processing times — Hello Hotel submits your registration immediately, but the review happens on the carrier side (AT&T, T-Mobile, Verizon). Weekends and holidays can add time.
Rejections are almost always fixable. The most common reasons:
Business name doesn't match your EIN — The legal company name you entered doesn't match what the IRS has on file for that EIN. Double-check your exact registered name (including punctuation, "LLC," "Inc.," etc.).
Invalid EIN — The EIN number was entered incorrectly. Verify it against your IRS confirmation letter or tax documents.
Personal email address — You used a Gmail, Yahoo, Outlook, or other free email provider. Carriers expect a business domain email (like [email protected]). See the next section on email requirements.
Email doesn't match your website — The email you submitted doesn't appear anywhere on your hotel's website. Carriers cross-reference this.
Website issues — Your website URL is invalid, under construction, or doesn't represent a real business.
If you're rejected, you can update your information and resubmit directly from the Messaging Compliance page. Resubmissions go through the same review process, so expect another few business days.
This is worth getting right the first time — email issues are one of the top reasons for rejection or delays.
Use a business domain email. The email you submit for brand registration should be on your hotel's domain — like [email protected], [email protected], or [email protected].
Do not use free email providers. Gmail ([email protected]), Yahoo, Outlook/Hotmail, AOL, and similar free email addresses will likely cause your registration to be rejected or receive a lower trust score. Carriers use the email domain to verify that your business is legitimate.
Make sure the email appears on your website. Carriers cross-reference the email you submit against your hotel's website. If the email you provide isn't listed anywhere on your site (contact page, footer, etc.), it raises a flag. Before submitting, check that the email address is publicly visible on your website.
The phone number matters too. Same logic applies to the guest-facing phone number — use a number that's on your website. Your new Hello Hotel number works here, but only if you've already updated your website with it.
Submit early. Don't wait until you're ready to start texting guests. Submit your registration as soon as you set up your organization so the approval is ready when you need it.
Use your setup time wisely. While you wait for SMS approval, set up call routing, record voicemail greetings, connect your PMS, and invite your team. By the time texts are enabled, everything else is ready to go.
Keep your IRS letter handy. The most common rejection is a name/EIN mismatch. Your IRS EIN confirmation letter (CP 575 or 147C) has the exact legal name and number — use it as your reference.
Reach out if you're stuck. If your registration has been pending for more than a week, or if you've been rejected and aren't sure why, use the chat widget in the app, in this help center, or on hellohotel.co, or email us at [email protected]. We can look into the status on our end and help you get it resolved.
