Trust & Safety
Every message you send through Sent passes through a multi-layer protection pipeline before it is dispatched to any carrier or provider. This pipeline exists to protect your recipients, your account, and the platform from spam, fraud, and abuse.
None of this requires any configuration on your part — the protections operate automatically on every send request.
What the pipeline checks
Each send request is evaluated against a series of independent checks, in order. If any check fails, the send is blocked immediately and a structured error is returned. No provider is contacted, and no charges are incurred.
Account standing
Accounts under review or suspension cannot send messages until the issue is resolved.
Recipient opt-out
Contacts who have opted out of receiving messages are automatically respected — sends to opted-out recipients are blocked.
Geographic restrictions
Sending to certain destinations is restricted based on carrier fraud patterns and regulatory requirements. Your account is provisioned for the countries you declared during onboarding.
Onboarding compliance
Accounts that have not yet completed compliance review are subject to sending limits. Completing verification removes these limits.
Template approval
Only approved templates may be used for sending. Templates must pass provider review (WhatsApp / TCR) and any applicable platform review before they become active.
Sender health
WhatsApp sender numbers are checked against their provider health status before each send. Numbers flagged as blocked by the provider will not be used for dispatch.
Balance
A positive account balance is required before any message is dispatched. Sends will fail cleanly with a payment-required error if the balance is exhausted.
Risk screening
New accounts undergo an automated risk and compliance assessment during onboarding to identify prohibited industries and high-risk patterns before messages are sent at scale.
How this affects your integration
Under normal operating conditions — verified account, positive balance, approved templates, opted-in recipients — you will never encounter these checks. They are invisible.
When a check does block a send, the API returns a specific, actionable error code rather than a generic failure. This makes it straightforward to diagnose and resolve the issue:
| Error | What it means |
|---|---|
AUTH_004 | Your account has been suspended. Contact support to resolve. |
BUSINESS_009 | The recipient has opted out. Do not retry. |
BUSINESS_011 | The recipient's country is not available for this account. |
BUSINESS_010 | Your account balance is zero. Top up to resume sending. |
RATE_001 | A rate limit was reached on this recipient. Retry after a delay. |
422 (template) | The template is not approved, not published, or has reached its daily cap. |
All errors from the protection pipeline are non-retryable unless otherwise noted. Retrying a blocked send without resolving the underlying issue will return the same error. See the Error Catalog for full remediation steps.
Opt-out handling
Sent automatically enforces recipient opt-outs. When a contact replies with a recognized opt-out keyword (such as STOP or UNSUBSCRIBE), their record is updated immediately and all future sends to that number are blocked.
You can also manage opt-out status programmatically through the Contacts API. An attempt to send to an opted-out contact returns BUSINESS_009 immediately — the contact's preference is always respected.
Geographic availability
Your account is provisioned for specific destination countries based on the information you provide during onboarding. Sending to destinations outside your approved list is blocked to protect against carrier fraud patterns that disproportionately affect certain routes.
If your business legitimately needs to reach a destination that is currently unavailable on your account, contact support@sent.dm.
Completing verification
Accounts that have not yet completed compliance review can send messages up to a limited threshold. Once that threshold is approached, sends will begin to fail and your account team will be notified to assist you in completing the process.
To ensure uninterrupted sending:
- Complete KYC verification in the Sent Dashboard
- Finish channel setup for each channel you intend to use
- Ensure your templates are submitted for approval before going live
Getting help
If you encounter a protection-layer error that you believe is incorrect, or if your account has been suspended in error, contact support@sent.dm with your request ID. Include the full error response — the request ID in the response body allows the support team to trace the exact check that triggered.