Introduction
We know setting up texting in TrackStat can feel like a lot of extra steps - and we hear your frustration loud and clear. Many clinics ask, “Why does this take so long?” or “Can’t we just skip the paperwork and start texting right away?”
The short answer: No, this process is not optional. Every healthcare clinic in the United States that wants to send business text messages (appointment reminders, review requests, marketing, etc.) must go through TCR (The Campaign Registry). This is a federal carrier requirement, not a TrackStat rule. We have zero control over the approval process, timelines, or requirements - mobile carriers (like Verizon, T-Mobile, and AT&T) enforce it strictly to stop spam and protect patients.
Below we explain everything so you can see exactly why these steps exist and what to expect.
What Is TCR and Why Does It Exist?
TCR stands for The Campaign Registry. It is the official national database where all businesses that send text messages from regular 10-digit phone numbers (called 10DLC) must register.
10DLC = the standard way businesses text customers in the U.S. (different from short codes used by big banks or airlines).
Mobile carriers created TCR in 2021 to fight spam, phishing, and unwanted texts.
Every single business - including healthcare clinics - must register two things:
Your Brand (your legal clinic or business identity)
Your Campaign (the exact purpose of your texts, e.g., “appointment reminders & patient communication”)
If a campaign is not registered and approved, carriers will block the messages. There is no workaround. This rule applies to every SMS platform in the country, including TrackStat.
What Documentation Do We Need from You?
To create your TCR account (which TrackStat submits on your behalf), we collect:
Legal business name (exactly as it appears on your tax documents)
Tax ID / EIN
Physical business address
Contact person details
Examples of the messages you plan to send
Proof that patients have opted in to receive texts
There is also one very specific website item that is required (see next section).
Your Privacy Policy Must Be Public and Compliant
Carriers specifically check that your clinic’s website has a live, easy-to-find Privacy Policy that clearly explains:
- What patient information you collect (names, phone numbers, etc.)
- How you use it for texting
- How patients can opt out or request their data be removed
Requirements:
The Privacy Policy link must appear on the main page of your website (usually in the footer is fine and common).
It must be a direct, working HTTPS link (no “coming soon” pages).
It should be written in plain language so patients understand it.
If the link is missing, broken, or doesn’t mention texting, the campaign will be rejected and we’ll have to resubmit - adding more weeks of delay.
How Long Does Approval Take?
Typical wait time: 2–4 weeks (sometimes up to 20–30 business days) after we submit everything.
Carriers review every registration manually. There is no “express” option.
Delays happen if information is incomplete or the Privacy Policy doesn’t meet standards - then the whole campaign gets sent back for fixes.
We submit as soon as possible, but we cannot submit your texting campaign until the setup fee is paid. Part of this fee covers the creation of your dedicated account with our texting vendor and the work involved in preparing and monitoring your TCR registration. It is not optional and is required before we can begin the official submission process.
Why We Have No Control Over This Process
TCR is run by the carriers themselves, not TrackStat.
We act only as your Campaign Service Provider (CSP) - we prepare and submit the paperwork for you.
We cannot bypass steps, speed up carrier reviews, or approve campaigns ourselves.
This is the same process every legitimate SMS platform must follow. Skipping it would risk your clinic (and TrackStat) being blocked nationwide.
We understand the cost and wait time can be frustrating when you’re eager to start texting patients. This is an industry-wide requirement designed to protect consumers - exactly the kind of patients you serve every day.
What Happens After Approval?
Once carriers approve your campaign:
If your office number is currently being used by another texting platform, then TrackStat will purchase and connect a generic or temporary texting number and connect it to your account. We will coordinate a date with you when the other texting platform will release your office number so that it is available for us to host and connect to TrackStat. This requires you to sign an LOA (letter of authorization) giving us permission to host the number. Note that an office number can only be used in one texting platform at a time.
You can start sending appointment reminders, review requests, and other messages right away once a texting number is connected to your TrackStat account.
We monitor everything to keep your account in good standing.
Note that the texting portion of office phone numbers through wireless phone carriers, Microsoft Teams and Google Voice cannot be used for texting within TrackStat as the phone companies will not separate the voice and texting portion of the number.
Quick Tips to Avoid Delays
Provide us with your exact legal business name
Double-check that your Privacy Policy link works and mentions texting.
Pay the setup fee promptly so we can submit immediately.
Reply quickly if we ask for any clarifications.
We’re here to make this as smooth as possible for you. Once approved, texting becomes a powerful and highly effective tool for communicating directly with your patients - making it much easier to send timely appointment reminders, important updates, and other essential messages.