10DLC stands for "10-Digit Long Code." It's the framework that US mobile carriers (AT&T, T-Mobile, Verizon) use to verify that businesses sending text messages from standard phone numbers are legitimate. Think of it as caller ID verification, but for texting — it proves your business is real and your messages aren't spam.
US carriers now require all businesses to register before sending SMS from a 10-digit phone number. Without registration, your outbound texts will be blocked or silently filtered — guests won't receive them. This isn't a Hello Hotel policy; it's a carrier industry requirement that applies to every business texting platform.
No. 10DLC registration fees are included in your Hello Hotel subscription. There are no separate registration fees, monthly compliance charges, or per-message surcharges billed to you for 10DLC.
10DLC is a US carrier requirement. It applies when you're sending SMS to US phone numbers from a US 10-digit number, regardless of where your hotel is located. If your guests have US phone numbers and you're texting them from your Hello Hotel number, you need 10DLC registration.
If you're only communicating with guests on non-US numbers, different rules may apply. Use the chat widget in the app, in this help center, or on hellohotel.co, or email us at [email protected] for guidance on your specific situation.
No. 10DLC only applies to SMS (text messages). Phone calls, voicemail, and all voice features work immediately — no registration required.
WhatsApp has its own verification process separate from 10DLC. 10DLC registration only covers standard SMS sent through US carrier networks.
Typically 2–7 business days total. Brand registration usually takes 1–2 business days, followed by campaign registration at 1–5 business days. Weekends and holidays can extend these timelines. See What Happens While You Wait for 10DLC Approval for details.
You can't rush carrier review, but you can avoid delays by getting your submission right the first time. The top causes of delays are mismatched business names and EINs, free email addresses, and website issues. See Registering Your Brand for a detailed walkthrough.
An EIN is required for 10DLC brand registration. If you're a sole proprietor and have been using your Social Security Number instead, you can apply for an EIN from the IRS for free at irs.gov. It's issued immediately online.
You can enter one, but it will likely result in rejection or a significantly lower trust score. Carriers use the email domain to validate your business. Use an email on your hotel's domain ([email protected], [email protected], etc.) for the best chance of approval.
If you don't have a business domain email, most domain registrars and hosting providers offer email setup. It's worth doing before you register.
A working website URL is required for brand registration. Carriers verify that the URL represents a real business. If your site is under construction, parked, or doesn't exist yet, you'll need to get it live before registering. Even a simple one-page site with your hotel name, address, contact info, and a booking link is sufficient.
Your legal company name is the name registered with the IRS and on your tax documents — like "Seaside Hospitality LLC." Your brand name (DBA) is what guests know you as — like "The Seaside Inn." They can be different. The legal name must match your EIN exactly; the brand name is your public-facing identity.
Rejections are fixable. Go to Settings → Messaging Compliance, review the rejection reason, correct your information, and resubmit. The most common issues are legal name/EIN mismatches, free email addresses, and website problems. See the detailed list in Registering Your Brand.
It can happen, especially during busy periods or around holidays. If your brand registration has been pending for more than 7 business days, or your campaign registration for more than 5 business days after brand approval, use the chat widget or email us at [email protected] and we'll investigate the status on our end.
Check a few things: Make sure both your brand and campaign registration show as Approved (both are required). Check that the guest hasn't opted out (texted STOP). Verify the phone number is correct. If everything looks right, see SMS Not Sending or Delivering for the full troubleshooting guide.
If your hotel changes its legal name, EIN, or other registered business details, you'll need to update your 10DLC registration. Use the chat widget or email us at [email protected] and we'll walk you through the update process.
Carrier filtering can silently drop messages without returning an error. Common triggers include: sending too many identical messages, using spam-like language (ALL CAPS, excessive punctuation, "act now"), including shortened URLs (bit.ly), or having a low trust score. See SMS Not Sending or Delivering for carrier filtering details.
Service and operational messages related to guest stays: reservation confirmations, check-in/checkout instructions, answers to guest questions, property updates, and general guest communication. See Messaging Restrictions for the full breakdown.
Not right now. Hello Hotel's campaign registration is set up specifically for hotel customer care — service messages related to guest stays and hotel operations. Marketing and promotional messages (deals, discounts, re-engagement campaigns) are not permitted under this campaign type and will put your registration at risk if sent.
Marketing campaign support is something we're actively building. You can follow the progress on our product roadmap.
The carrier immediately blocks all future outbound messages from your number to that guest. This is enforced at the carrier level — Hello Hotel can't override it. The guest can opt back in by texting START. See SMS Consent and Opt-In/Opt-Out for details.
Be cautious. OTA bookings sometimes provide relay phone numbers rather than the guest's real number. Even when it is the guest's real number, the booking was made under the OTA's terms, not yours — so your SMS consent language wasn't part of that transaction. The safest approach is to wait for the guest to text you first, or collect their direct number during check-in.
10DLC applies to messages sent to US phone numbers. If an international guest provides a US number, standard rules apply. If they provide a non-US number, the message is routed through international carrier networks with their own rules. Hello Hotel handles the routing — you just send the message. Delivery to international numbers may be less reliable than domestic.
