> ## Documentation Index
> Fetch the complete documentation index at: https://docs.usehatchapp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 'The message From/To pair violates a blacklist rule' when sending messages

ssage From/To pair violates a blacklist rule" when sending messages

Have you ever tried to send a message in Hatch and received this error “Error sending message: the message from/to pair violates a blacklist rule”?

Through our text service provider, Twilio, contacts are automatically unsubscribed from receiving any additional messages when they send the following:

* STOP
* STOPALL
* UNSUBSCRIBE
* CANCEL
* END
* QUIT

When you go to send a message in Hatch if they have sent any of these terms, the message will fail to send and you will receive the error.

“Error sending message: the message from/to pair violates a blacklist rule”.

If you ever receive this error, go ahead and **opt them out** of Hatch.

### How to Opt Out

1. From inside the contact card, click the **ellipsis** (three dots) next to the contact's name.
2. Click **Opt out.**
3. **Confirm** you would like to opt them out.

At this time, we can not change the terms that trigger the unsubscribe. To learn more about our service with Twilio, [click here](https://help.twilio.com/articles/223133627-Error-21610-The-message-From-To-pair-violates-when-sending-SMS).