Compliance

What to do if a seller texts "stop" by accident

If a seller texts "stop" accidentally, you must cease automated communication to that number immediately. To resume contact, you need to verify their intent manually, ideally through a different communication channel, and obtain clear consent.

November 8, 2026 · 3 min read

Why "stop" means stop, no matter what

When a homeowner texts "stop," your texting platform should register this as an opt-out. This is a hard rule for compliance, regardless of whether you suspect it was a mistake. Your system should automatically halt all further text messages to that number.

Ignoring a "stop" command, even an accidental one, can lead to serious compliance issues. It is critical to respect the homeowner's request immediately and without exception to avoid penalties and maintain a good reputation.

How to verify a mistaken opt-out

If you believe a "stop" text was sent by mistake, the next step is to attempt to verify this. You cannot do this via text message to the opted-out number. You need to use a different communication channel, such as calling the phone number, if you have consent to call it, or sending an email if you have that contact information.

On the call or in the email, explain that you received a "stop" message and ask if he or she intended to opt out of future communications. Be polite and give him or her a clear chance to explain or to re-opt in.

What kind of consent do you need to restart?

To restart text communications after an accidental "stop," you need clear, explicit consent from the homeowner. This means he or she must verbally or in writing confirm that he or she wishes to receive texts again. A simple "yes" is enough.

Do not assume that merely clarifying the mistake is consent to resume texting. He or she must actively agree to receive more text messages. This is the bedrock of compliant communication.

Documenting the new consent

Always document the date, time, and method by which you received renewed consent. If it was a phone call, make a note in your CRM including the specific words he or she used to grant consent. If it was an email, save that email.

This documentation is important if there is ever a question about your compliance. It shows that you respected the initial opt-out and only resumed contact after obtaining clear permission.

Not legal advice

The information provided here is for general guidance only and is not intended as legal advice. Compliance requirements can vary by jurisdiction and specific circumstances. Always consult with a qualified legal professional for advice on your particular situation regarding consumer contact regulations.

Questions people ask

Can I just text them back asking if they meant to send "stop"?

No, you must not send any further texts to that number once you receive a "stop" message. This includes texts asking for clarification on the opt-out.

What if the seller calls me after accidentally texting "stop"?

If he or she calls you, that is an inbound communication and does not violate the opt-out. You can discuss the matter on the phone and ask for his or her explicit consent to resume texting.

How long do I need to keep records of opt-out requests?

The retention period for opt-out records can vary by regulation. Generally, it is best practice to keep these records for at least four years, aligning with federal record-keeping guidelines.

Can I still contact other owners of the same property?

If the "stop" was from one specific phone number, it only applies to that number. You can continue to contact other owners via their separate, opted-in contact information, if you have it.