We were sending SMS campaigns occasionally with no issues, then randomly one day we started getting flagged for SMS carrier violations (specifically shaft). We reviewed SHAFT and don’t seem to to have violated any of those requirements. So were in a grey area of how and why this happened.  Also chatted with Klaviyo support but they just give the generic answers and resources which is unhelpful.

There wasn’t really a difference in the campaigns to determine what could have caused why we were flagged in one and not the other. No website links, no spammy verbage, no shaft violations. We did however have consistent numbers of failed deliveries of 50+ contacts, and spam complaints around 90+. Guessing this maybe could be the reason. Were were sending to roughly a 2,500 contacts. 2,000ish failed and it has been that way since with the couple of campaigns we have tried.

What is even more weird… we sent another campaign after our last campaign failed and it went through just fine with no violations. And then we sent another campaign after that successful campaign and it failed.

Campaigns looked like this:
Campaign 1: Success
Campaign 2: Failed 
Campaign 3: Success
Campaign 4: Failed
Every campaign since has failed. Roughly a 1,000 will send and then the remaining fail.

From my research, it seems like once this type of violation has occurred, it is hard to fix or a slow process to correct since our reputation with the carrier is not good. Is there a fix to this? What is the best possible route to resolve this?

Thinking of doing the following:

• Reset the toll free number with Klaviyo? Is this possible to even do?
• Registering/verifying phone number with carriers (not sure if this possible)
• Cleaning the contact list- removing land lines and incorrect numbers
• Sending to smaller list. 

There doesn’t seem to be a clear solution to this so hoping someone has a better understanding on this.

Thanks in advance.