Before launching OneText, we need to ensure that your Privacy Policy and Terms of Services pages include the necessary language that carriers will review to approve the SMS program.

Have an existing privacy policy?

To avoid getting denied by your carrier, please add this section:

SECTION XX - TEXT PROGRAM

By providing your mobile phone number and opting into the [brandName] texting program, you consent to receive text messages from [brandName] for promotional marketing purposes.

You may opt out of our program at any time by replying to any message with STOP. By doing that, you will no longer receive text messages from [brandName] unless you choose to opt back in.

Message frequency may vary and you understand that standard message and data rates may apply, and you are responsible for any such charges.

If you have any questions or concerns about our texting program, you can reply to any message with HELP or contact us at [brandEmailSupport].

Don't have an existing privacy policy?

1. We recommend using Shopify's privacy policy generator.

2. Be sure to add this section to ensure your carrier doesn't deny your SMS program:

   SECTION XX - TEXT PROGRAM

   By providing your mobile phone number and opting into the [brandName] texting program, you consent to receive text messages from [brandName] for promotional marketing purposes.

   You may opt out of our program at any time by replying to any message with STOP. By doing that, you will no longer receive text messages from [brandName] unless you choose to opt back in.

   Message frequency may vary and you understand that standard message and data rates may apply, and you are responsible for any such charges.

   If you have any questions or concerns about our texting program, you can reply to any message with HELP or contact us at [brandEmailSupport].

3. Publish this full privacy policy on your website.

Potential Blockers to Phone Provisioning

• Privacy Policy mentions sharing personal information with third parties

  Carriers do not allow personal data or consent gathered via SMS to be shared with third parties or affiliates. If your policy includes this, you must add a clarifying statement:

  “All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties, excluding aggregators and providers of the Text Message services.”

• Privacy Policy isn't immediately visible

  If your brand’s privacy policy is not accessible—due to a broken link, redirect error, or missing page—it will delay or prevent phone provisioning. Carriers require a working, publicly accessible privacy policy URL.

• Brand falls under SHAFT category
  If your brand falls under the SHAFT category—meaning it is related to Sex, Alcohol, Firearms, or Tobacco—carriers impose stricter requirements, including a fully functional CTA (not a mockup) accompanied by a robust age gate. The age gate must require users to input their full date of birth; simple yes/no confirmations are not compliant and will block approval.

• Support Email Doesn't Match Brand Domain

  The support email provided must be a domain-based address that matches the brand (e.g., support@brandname.com). Personal email addresses (e.g., Gmail, Yahoo, Outlook) and ISVs or marketing agencies emails are not permitted and will result in delays or rejections during provisioning. The email must be from the public facing brand.

• Brands Must Establish Credibility Before Provisioning

  If a brand is not yet live, the website should clearly indicate when it will launch. At minimum, carriers expect basic information about the business—such as an "About Us" page, product details, or social links—to verify legitimacy. If the brand has no web presence, no social proof, and cannot be found via search, it may be flagged as untrustworthy and denied approval. Provisioning requires a clear understanding of who the brand is, what it sells, and how it operates.

Including all of the above from the start ensures a smooth provisioning process and avoids delays that can prevent your SMS program from going live on time.