Toll-Free Verification Guide for LC - Phone (US/Canada)

The Toll-Free Messaging Verification process is a crucial development for customers using a phone number in the U.S. and Canada, aimed at enhancing the efficiency and visibility of crucial business communications through Toll-Free numbers in the U.S. and Canada.

This process is essential for any business sending messages via Toll-Free numbers. Starting November 8, 2023, adherence to this process becomes mandatory for maintaining uninterrupted service.

Failing to register Toll-Free numbers will lead to message blocking, starting from November 8, 2023. Blocked messages generate specific error codes, such as Error 30032 or Error 30007.

Important Notice: Effective January 31, 2024, any messages sent from Toll-Free phone numbers that are still in the Pending Verification status will be blocked and will incur messaging fees.

Please Note:

• Blocked messages will generate Error 30032 or Error 30007.
• This policy applies only to Toll-Free numbers in the US and Canada.
• These changes affect messaging services only and do not impact calling functions.

Persona Identity Verification for Phone Number Purchases

To strengthen security and prevent fraud, Mastermind now requires Persona identity verification when purchasing phone numbers from the US, Canada, and Puerto Rico. This ensures that the process meets carrier requirements and protects the platform.

When is Persona Verification Required?

Persona verification is needed if:

• You're purchasing a phone number from the US, Canada, or Puerto Rico (+1 country code)
• Your sub-account has not been verified previously

Once completed, Persona verification will not be required for future actions, such as:

• Phone number purchases
• A2P brand registrations
• Toll-free number verifications
• CNAM setups
• SHAKEN/STIR authentication

Updated User Journey

Here’s what you’ll experience when completing Persona verification:

1. Start Your Phone Number Purchase

   If Persona is not yet verified, a verification prompt will appear when purchasing a phone number from the US, Canada, or Puerto Rico.

2. Upload Your Government-Issued ID

You'll be asked to upload a valid ID (passport, driver’s license, etc.) based on your country.

3. Complete Facial Verification

Once your ID is uploaded, you’ll need to complete a live selfie verification using your webcam or mobile phone.

4. Successful Purchase Completion

After successful verification, the phone number will be automatically purchased, and no further steps are required.

Persona verification ensures:

• Compliance with carrier identity requirements
• Protection against fraud
• A smooth experience for verified, low-risk users

Additional Notes

• This process applies to LC Phone-managed sub-accounts
• It is also enabled for +1 number pool purchases
• Users may need to refresh the page to trigger the updated Persona prompt

Important: Persona verification is a one-time requirement per sub-account. Once verified, you won’t need to repeat the process for future purchases or compliance actions.

Verification Steps

1. Go to Settings > Phone Numbers

2. Click on the “Verification Required" icon. Clicking on that takes you to the verification flow.

3. Fill out the details here. Toll-free numbers don't need an EIN or any kind of business registration number to be verified to send SMS.

4. You will be required to undergo KYC verification in case you haven't done so already.

Use Case Description example:

Our company sends appointment confirmations, message notifications, and special offers for chiropractic adjustments to existing and new patients who have opted in to receive SMS notifications. Communication channels include in-person interactions at the point of sale, forms on our website, and via webchat. End users can opt-in through a form on our website (e.g., https://www.abccompany.com/con...), through the website chat widget, and at our POS system in our office, with consent language similar to that on our website.

Message Content example:

Hello John, this is David from ABC Company. Thanks for opting in to receive SMS notifications. We have scheduled your appointment for Thursday, June 15, 2024, at 4:00 PM. Looking forward to seeing you then! If there are any changes, please let us know. To opt out of receiving messages, reply STOP.

Opt-In Workflow Image URL example: 

The OptInType and Opt-in Workflow Image URLs should depict how end-users consent to receive texts when they provide their phone number to the business. The sample image submitted in the OptInImageURLs parameter should correspond with the selected OptInType. Additionally, the document or URL provided in the OptInImageURL must accurately represent the chosen OptInType.

1. The link you attached needs to reflect where customers consent to receive further messages from you. It has to reflect SMS language and not have it hidden in the Privacy policy or terms and conditions. This is highly important to avoid any rejection from the carrier since they are asking for proof of opt-in. Examples of the Opt-in are mentioned here:

   

2. You need to specifically put a disclaimer like - "By submitting this form, you consent to receive marketing and promotional SMS messages from [Your Company Name]. Message frequency may vary. Reply "STOP" to unsubscribe. Standard message and data rates may apply. Your information will be handled by our Privacy Policy."

After Submission:

Once submitted to the telephony channel, verification can take up to 4 to 6 weeks, with some approvals happening in as little as two days. During this time, your Phone Numbers are moved to an ‘In Review’ state that removes the messaging limits while we review your submission. In Review status - no action is required.

Pending Verification Status and Limits

Upon submission, numbers enter 'Pending Verification' status. This phase includes daily, weekly, and monthly message segment limits. These are maximum limits, and traffic might still be filtered if not verified.

Daily limit: 2,000 message segments per phone number account

Weekly limit: 6,000 message segments

Monthly limit: 10,000 message segments

Toll-free caps are maximum daily limits, not a guaranteed minimum, so traffic could still experience message filtering even when well below the daily limits if not verified.

Note: Starting January 31, 2024, the pending status numbers will also be blocked from sending messages. Therefore, it is recommended to submit your number for verification ASAP.

Verification Completion and Benefits

Verification can take up to 4 to 6 weeks, with some approvals happening in as little as two days. Once verified, benefits include higher messaging limits and reduced risk of filtering, allowing full access to A2P sending as long as users adhere to the necessary policies.

FAQs and Additional Information

Why Was My Toll-Free Verification Rejected?

There may be several reasons why a toll-free verification was rejected. Below are the tables listing the rejection reasons eligible and ineligible for resubmission:

Rejection Reasons Eligible for Resubmission:

Rejection Reasons Ineligible for Resubmission:

FAQs

Question: What happens if I don't complete Toll-Free Verification by January 31, 2024?

Answer: Starting January 31, 2024, messages sent from Toll-Free numbers with Pending Verification will be blocked. Additionally, messaging fees will still apply, even if the message is blocked.

Question: What error codes will I see if my messages are blocked due to Pending Verification?

Answer: If your messages are blocked, you will encounter Error 30032 or Error 30007, indicating that the message could not be delivered due to the Pending Verification status.

Question: Does the Pending Verification status impact call capabilities on Toll-Free numbers?

Answer: No, the Pending Verification requirement only affects messaging. Your ability to make and receive calls using Toll-Free numbers will not be impacted.

Question: Is Toll-Free Verification required for all Toll-Free numbers?

Answer: Yes, Toll-Free Verification is mandatory for sending messages via Toll-Free numbers in the US and Canada. Failure to complete verification will result in your messages being blocked after January 31, 2024.

Question: What areas are impacted by the Toll-Free Verification requirement?

Answer: The Toll-Free Verification requirement applies specifically to Toll-Free numbers used for messaging in the United States and Canada. Other regions are not affected by this policy.

Question: Do I need to be in the U.S. to register a Toll-free number?

Answer: No, you can use business addresses from other countries as well to register. 

Question: Will message fees still apply if my messages are blocked?

Answer: Yes. Even if your messages are blocked due to an unverified or rejected number, messaging fees still apply for the attempted delivery.

Question: Can businesses outside the US register a US Toll-Free number?

Answer: Yes. Businesses outside the US can register Toll-Free numbers as long as they comply with the verification and Persona requirements.

Question: Why do I need to provide a URL of my website in the registration form?

Answer: Carriers need to see that your business is legitimate. They will visit your website to ensure you have a clear Privacy Policy and that your SMS Opt-in language (the disclaimer) is visible to anyone who submits their phone number. If your website is "Under Construction," your verification will likely be rejected.

Question: What are the messaging limits while my Toll-Free number is "In Review"?

Answer: While in the "Pending Verification" state, you are subject to specific caps: 2,000 segments daily, 6,000 weekly, and 10,000 monthly. These limits are removed once the number is fully verified.