This article answers the most common questions about Communication Compliance. For a full introduction, see Communication Compliance Overview 👈
About the transition period
Has the compliance cutoff date happened yet? Will my clients still receive marketing SMS if they're not authorized?
Yes — the compliance transition period is still active, and there is currently no fixed cutoff date. Marketing SMS will continue sending to all clients during this period, including those with incomplete authorization status.
The transition window will close only after a sufficient level of consent adoption has been reached across all businesses. MoeGo will communicate the timeline before enforcement begins.
In the meantime, collecting authorization from existing clients gradually helps ensure a smooth transition when the period eventually closes. See How to opt in existing clients 👈
About authorization
Can I customize the opt-in invitation message that gets sent to clients?
Not at this time. The opt-in invitation SMS message template is fixed and cannot be customized.
Example SMS:"Hi, please review and manage your notification preferences here: {Opt-in URL}"
But you can go to the message center to edit the message content yourself and insert the marketing consent link as variable.
Do I have to upload a consent document when I manually mark a client as authorized?
No — uploading a document is optional. If you already have consent records stored outside MoeGo (such as a signed paper form or agreement), you can mark authorization as complete without uploading anything.
Keeping records on file is recommended in case verification is needed later, but it's not required to complete the step in MoeGo.
The marketing consent link doesn't seem to work when I test it. Why?
The marketing consent link is tied to individual client profiles. It only works when sent to real clients via a mass text or email campaign — it will not function in test mode or when sent to yourself. To verify the link is working, ask a real client to confirm they received and could open it.
A client's profile still shows the compliance authorization banner even though they've opted out. Is that expected?
Yes, this is expected behavior. The authorization banner is about consent for marketing SMS. SMS opt-out (via STOP or STOPM) is a separate concept — it controls which messages are delivered, not whether consent has been recorded. A client can have a complete authorization status and still be opted out of SMS. The two systems track different things and operate independently.
How do I authorize a large number of clients at once?
Bulk authorization requires a signed DocuSign agreement with MoeGo before any bulk update can be processed. To get started, contact the Support team — they'll review your situation and guide you through the process. See How to opt in existing clients 👈 for the full breakdown.
Is there a way to filter clients by authorization status?
No, it is not available at the moment, but an authorization status filter in the client list is coming soon. For now, you can check the authorization status individually on each client profile.
I migrated from another platform and already have consent records from my old system. Can I use those?
If you have documented consent from a previous platform, contact the MoeGo Support team. They can advise on whether those records qualify and how to proceed. Do not manually mark clients as authorized based on undocumented or uncertain consent — this may put your business at risk.
About opt-outs
I'm seeing a "Send failed: client has opted out" error, but the client hasn't actually opted out — they just never completed authorization. Why?
This is expected behavior. MoeGo currently uses the same error message for two different situations: a client who has actively opted out via STOP, and a client who has never completed SMS opt-in. From the system's perspective, both result in the same outcome — the SMS is not sent.
There is no way to distinguish between the two from the error message alone. To check which situation applies, go to the client's profile and review their notification settings and authorization status. If they show as incomplete but not opted out, sending them an opt-in invitation will resolve it. See How to get client authorization👈
A client replied STOP when they meant to opt out of marketing only. How do I fix this?
Ask the client to reply RESUBSCRIBE — this re-enables all SMS, including service-related notifications. Once they've resubscribed, they can reply STOPM to opt out of marketing only, which leaves appointment reminders and other service SMS unaffected.
To help prevent this in the future, consider adding context to your opt-out message — for example: "Reply STOPM to opt out of offers only. Reply STOP to opt out of all texts, including appointment reminders." See SMS opt-out keywords: STOP and STOPM 👈
I can't see the opt-out reply in the Message Center thread. Is that a bug?
No — this is a known technical limitation. Opt-out keyword replies (STOP, STOPM, RESUBSCRIBE) are not currently visible in the Message Center thread. The client's updated notification status will be reflected in their profile. To confirm their current opt-out status, check their profile's notification settings directly.
Will I be notified when a client unsubscribes?
Not automatically. There is currently no alert sent to your business when a client opts out. You can check a client's current notification preferences at any time by visiting their profile. See How pet parents can unsubscribe 👈
A client accidentally triggered an opt-out by reacting to a message that contained "STOPM." What happened?
This is a known limitation. If a client reacts to (or "likes") a message that contains the word STOPM, it may trigger an opt-out. The engineering team is actively working on a fix. If this happens, ask the client to reply RESUBSCRIBE to re-enable their SMS preferences.
About workflow and lead notifications
Will sending SMS to leads through a workflow cause compliance issues?
Workflow SMS to leads follow the same rules as other notifications. If the lead has opted out of SMS, MoeGo will not send the message — the system checks opt-in status before delivery. If the lead's authorization is incomplete but they haven't opted out, the message will send during the current transition period.
The safest approach is to collect authorization from leads as early as possible using the individual opt-in invitation from their profile. See How to get client authorization 👈
Why is my rebook reminder classified as a marketing campaign? It feels like a service notification.
Rebook reminders include a call to action encouraging clients to book again — which makes them promotional content under federal guidelines, regardless of how routine they feel day-to-day. MoeGo follows this classification to keep your business protected. The team has heard this feedback from many businesses and is looking at ways to give more flexibility over this in the future.
About notification settings
Can I customize the STOP or STOPM keywords?
No — the keywords themselves cannot be customized. The surrounding sentence in your message templates (context before or after the keyword) can be edited to add clarity. For example, you can add a line like: "Reply STOPM to opt out of offers only." See SMS opt-out keywords: STOP and STOPM 👈
Will compliance features be available in the mobile app?
Marketing consent collection is not currently available in the mobile app. This is planned for a future update, but no specific timeline has been confirmed yet.
Why don't I see the opt-out prompt text when I preview a message in MoeGo?
The opt-out phrase is appended to the actual SMS at delivery — it is not shown in the Message Center preview inside MoeGo. This is a technical limitation. To see exactly what your client receives, send a test message to your own phone number. See Company-level notification settings 👈 for information on controlling when opt-out prompts appear.