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.
Verification Steps
- Go to Settings > Phone Numbers
- Click on Number Info
- Click on Start Registration
- Fill out the details here:
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, 2023, 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 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:
- 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 in accordance with our Privacy Policy."
- After Submission:Once submitted to the telephony channel, the verification process can take 2-3 weeks to complete. 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
The verification process takes approximately 2-3 weeks. 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:
| Error Code | Rejection Category | Rejection Reason | Correction Needed |
| 30448 | Content Violation - SHAFT - Alcohol with no robust age gate | Age gate on site or in submission was not robust | Add a robust age gate |
| 30448 | Campaign Violation - Age Gate Not Present / Not Acceptable | Age gate on site or in submission was not robust | Add a robust age gate |
| 30449 | High Risk - Public URL Shortener | Link is a free public domain link with high abuse rates | Update link to show brand or full unshortened link to the website |
| 30449 | High Risk - Non-secured URL | URL is insecure (not using HTTPS) | Add the HTTPS protocol |
| 30445 | Invalid Information - Can't Verify Business Information | Business information could not be verified or is not valid | Provide valid business information |
| 30445 | Invalid Information - Can't Validate URL | Corporate URL/Website is not accessible, not yet live, etc. | Ensure the URL is live and publicly accessible |
| 30445 | Invalid Information - ISV Contact Information Provided | Business information provided is not the end user | Provide end-user information (business name, address, contact, etc.) |
| 30446 | Opt-in - Not sufficient for campaign type - Express Consent Required | Express consent not collected for marketing campaigns | Collect express consent |
| 30446 | Opt-in - Consent for messaging is a requirement for service | Opt-in does not include consent for SMS messaging | Gain approval for sending SMS messaging |
| 30446 | Opt-in - No opt-in provided | Opt-in field is blank or insufficient | Provide clear opt-in information |
| 30446 | Opt-in is shared with 3rd Parties - Remove language for information sharing | Opt-in language includes information sharing with 3rd parties | Remove language for information sharing |
| 30447 | Campaign Violation - Single Number Used for Multiple Businesses | Same number used for multiple businesses | Use separate numbers for each business |
| 30447 | Additional Information Requested - Justification for more than 5 numbers / business | More than 5 numbers listed with the same business | Explain why more numbers are needed |
Rejection Reasons Ineligible for Resubmission:
| Error Code | Rejection Category | Rejection Reason |
| 30441 | Content Violation - SHAFT - Sex | Submission included explicit content such as nudity or sex-related materials |
| 30441 | Content Violation - SHAFT - Hate | Submission included hateful, profane, or violent speech |
| 30441 | Content Violation - SHAFT - Firearms | Submission included firearms, ammo, or gun-related materials |
| 30441 | Content Violation - SHAFT - Tobacco / Vape | Submission included tobacco, vape, or similar products |
| 30441 | Content Violation - SHAFT - CBD/Marijuana | Submission included cannabis, marijuana, or CBD products |
| 30442 | Known Spam Campaign | Spam/Fraud team flagged the number/business/traffic for spam or fraud |
| 30443 | Disallowed Content - Loan Marketing | Submission includes loan marketing content |
| 30443 | Disallowed Content - 3rd Party Debt Collection | Submission includes 3rd party debt collection content |
| 30443 | Disallowed Content - Gambling | Submission includes gambling content |
| 30443 | Disallowed Content - Sweepstakes | Submission includes sweepstakes or contest content |
| 30443 | Disallowed Content - Stock Alerts | Submission includes stock-related content |
| 30443 | Disallowed Content - Cryptocurrency | Submission includes cryptocurrency or blockchain content |
| 30443 | Disallowed Content - Risk Investment | Submission involves risk investment content |
| 30443 | Disallowed Content - Debt Reduction | Submission includes debt reduction content |
| 30443 | Disallowed Content - Credit Repair | Submission includes credit repair content |
| 30443 | Disallowed Content - 3rd Party Lead Generation | Submission shares customer information with 3rd parties |
| 30443 | Disallowed Content - Federally Illegal Substances | Submission includes federally illegal substances |
| 30442 | Known Phishing Campaign | Spam/Fraud team flagged the number/business/traffic for phishing campaigns |
| 30444 | High Risk - Fraud | Spam/Fraud team flagged the number/business/traffic for fraud |
| 30444 | High Risk - Deceptive Marketing | Campaign was assessed for deceptive marketing tactics |
What happens if I don’t complete registration?
All Unverified (Restricted) toll-free numbers will be blocked from sending messages in the U.S. and Canada. Starting January 31, 2024, all pending numbers will also be restricted from sending messages in the U.S. and Canada.
All restricted and pending traffic filtered for these reasons will be blocked with error code 30032.
Do I need to be in the U.S. to register a Toll-free number?
No, you can use business addresses from other countries as well to register.