How do I submit a Custom Display Appeal?

Once your program has been created with a custom display, you may receive a notification alerting you that your display name has "failed initial review." If you have the right to brand as a name other than your legal business name or DBA, you can appeal the decision.

Your custom display MUST comply with First Orion's Policy for Branded Calling. You will be required to provide one of the following to brand with a custom display name:

1. Legal documentation verifying your Trademark or DBA OR
2. An explanation of the usage of your trademarked and commonly used Brand Name with a link to your company website

To appeal the decision

1. Click the Appeal Decision button found within the bell icon in the top right corner. If you do not see this option, please reach out to our support team at enterprisesupport@firstorion.com
2. The primary contact email on your account will receive an email titled “Content Appeal Request.” requesting documentation verifying the ownership of your display name. 
3. Our Support team will review your appeal and respond within 1-2 business days. Please note, this timeframe does not include holidays.

At approval, you will receive an email notification that your custom display has been approved. The wait time for each appropriate carrier is as follows:  

• If contracted to brand on the T-Mobile or Boost Mobile networks, you will start branding on those devices within 5 to 10 minutes after creating / updating a branding program.
• If contracted to brand on the AT&T network, you will start branding on AT&T devices within 6 to 8 business days after creating / updating your first branding program.
• If contracted to brand on the Verizon network, you will start branding on Verizon within 3 to 5 business days after creating / updating a branding program.

Please review the following article for more information regarding the Carrier Status of Branding Calls.