Sinch Non-Compliance Administrative Recovery Fees FAQ

As your DCA partner in the messaging ecosystem, Sinch works directly with the mobile carriers to deliver A2P messaging traffic to customers. Our mobile carrier partners previously introduced "non-compliance" charges for messaging traffic violations. Where there is a messaging traffic violation detected by our carrier partners, Sinch passes these charges through to you.

Additionally, Sinch also performs near real-time traffic evaluations to ensure spam, fraud, and/or any disallowed content are flagged/blocked to prevent as much non-compliant traffic from reaching our carrier partners & downstream customers. As such, Sinch will begin assessing non-compliance administrative recovery fees (per the table below) related to(i) the management of these carrier violations, or (ii) non-compliance violations identified by our own audit findings.

Below you will find FAQ information. We are hoping this information will provide clarity around what's changing and details around the program.

1. What is changing? 
   Effective September 1, 2026, Sinch has introduced Non-Compliance Administrative Recovery Fees associated with managing and mitigating messaging traffic violations identified by mobile carriers, CTIA/CTA or through Sinch's own anti-fraud filtering, monitoring and audit processes. 
    
2. Why is Sinch introducing these fees? 
   As part of our role in the messaging ecosystem, anti-spam, fraud prevention and messaging compliance is paramount. Significant investment is involved to properly monitor messaging traffic, identify spam and fraud, manage Sinch & carrier investigations, manage CTIA/CTA audits, and partner with our customers on proper remediation efforts. These fees ensure operational and compliance management efforts are aligned with customer needs and industry expectations. 
    
3. When do these fees take effect? 
   The Sinch Non-Compliance Administrative Recovery Fees become effective as of September 1, 2026. 
    
4. Are these new carrier fees? 
   No. These are Sinch Administrative Recovery Fees that are separate from any carrier-imposed non-compliance penalties. Carrier fees assessed by mobile carriers will continue to be passed through to customers where applicable. 
    
5. What is the difference between a Sinch Non-Compliance Administrative Recovery Fee and a Carrier Non-Compliance Fee? 
   Carrier Non-Compliance Fees are assessed directly by mobile carriers when they identify violations. Sinch Non-Compliance Administrative Recovery Fees ensure all the anti-fraud & non-compliance prevention efforts required to manage Sinch identified violations can be adequately supported. 
    
6. What types of violations can result in Non-Compliance activities and Administrative Recovery Fees? 
   Violations may include, but are not limited to: 

• Phishing  
• Smishing  
• Social engineering  
• Brand impersonation  
• Illegal content  
• Disallowed content  
• SHAFT-related content 
• High Opt-Outs 
• High User Initiated Spam reporting  
• Other violations of carrier, regulatory, or industry messaging requirements.

7. What is a Severity-0 (Sev-0) incident? 
   A Severity-0 (Sev-0) incident is the most serious category of messaging violation and typically involves content or behavior that poses significant risk to consumers, carriers, or the messaging ecosystem. 
   Examples may include phishing, fraud, brand impersonation, or other prohibited messaging activity. Here's another article that goes into more detail: Sinch US & Canada Messaging Compliance Incident Management Process.
    
8. What fees apply to Sinch Severity-0 incidents? 
   The following fees apply: 
   Incident Type: Sev-0
   Fee: $1,000 per incident.
    
9. What is an Audit Assistance Fee? 
   The Audit Assistance Fee covers the compliance and support work required when a carrier, CTIA, or another industry entity audits a customer's Short Code messaging traffic. This may include: 

• Reviewing audit requests  
• Coordinating responses  
• Providing compliance guidance  
• Communicating with the auditing organization  
• Assisting with remediation efforts .

10. When does the Audit Assistance Fee apply? 
    The fee applies whenever Sinch is required to support a carrier, CTIA, or industry audit involving a customer's messaging traffic. The fee is $250 per incident. 
     
11. What is a Performance Improvement Plan (PIP)? 
    A Performance Improvement Plan (PIP), sometimes referred to as a Compliance Improvement Plan or Compliance Success Plan, is a formal remediation program designed to address ongoing compliance concerns and improve messaging practices. 
     
12. When is a PIP required? 
    A PIP may be required when significant risk and/or repeated compliance issues occur where no material changes or improvements have occurred to address the risk and repeated issues. 
     
13. What is the administrative recovery fee for PIP Management? 
    The PIP Management Fee is $7,500 per month and applies for the duration of the PIP. 
     
14. How can I avoid Non-Compliance Administrative Recovery Fees? 
    Customers can reduce the risk of Non-Compliance Violations by: 

• Obtaining proper consumer consent before messaging  

• Maintaining records of opt-in consent  

• Honoring opt-out requests promptly  

• Following carrier and CTIA guidelines  

• Avoiding prohibited content and use cases  

• Monitoring messaging campaigns & traffic regularly  

• Responding quickly to compliance inquiries or alerts.

15. Will Sinch notify me if a compliance concern is identified? 
    Through Sinch’s North America compliance team, notifications are provided. However, customers remain responsible for ensuring their messaging traffic complies with all applicable requirements. 
     
16. What should I do if I receive a compliance alert or violation notice? 
    Customers should promptly review the notice, suspend any potentially non-compliant activity, and work with their account representative and compliance team to address the issue & future prevention actions as quickly as possible. 
     
17. Can a Non-Compliance Administrative Recovery Fee be appealed? 
    Customers who believe a fee was assessed in error should contact their account representative to discuss the circumstances and provide any supporting documentation. 
     
18. Will these fees change in the future? 
    Sinch continually evaluates its compliance programs, operational costs, and ecosystem requirements. Any future fee changes will be communicated in accordance with applicable contractual notice requirements. 
     
19. Who can I contact with questions? 
    Please contact your account representative for assistance regarding compliance requirements, violation notices, audits, or fee assessments.