STOP and START: How Text Opt-Outs Work

When someone replies STOP to one of your texts, the opt-out is recorded in two places at once. The carrier records it, and Kixie applies it automatically on our side as well. Every later message to that number is dropped before it reaches the phone.

That is why neither you nor Kixie support can switch it back on. Removing it on one layer would not clear the other, and attempting to work around an opt-out is an Acceptable Use Policy violation that carriers fine.

What You Will See

• Messages to that number show as undelivered, or show as sent but never arrive.
• The number appears on your Blocked Numbers page at Manage > Numbers > Blocked.

How Someone Opts Back In

Only the recipient can lift a STOP. They text START to the same Kixie number they opted out from, which clears the opt-out at both layers. Until they do, nothing on your side will deliver a message to them, and asking support to remove the block will not work either.

Blocks You Set Yourself Are Different

If you or a manager added the number to Blocked Numbers manually, you can remove it yourself at Manage > Numbers > Blocked. See How to Block a Number for how that list works.

Keeping Opt-Outs Low

Opt-outs feed carrier filtering, so a high STOP rate hurts delivery for every number on your account. Your 10DLC campaign has to carry STOP and HELP language and a clear description of how customers give consent. See 10DLC Requirements: Maintaining your Registration and Avoiding Violations and SMS Best Practices, which covers the opt-out rule alongside the other carrier-blocking causes.