Verify My Toll-Free Number for Messaging

SMS Verification Overview

Due to new compliance regarding messaging from toll-free phone numbers, verification is required for SMS from toll-free numbers. The regulation is put in place to protect consumers from receiving spam messages. Please note that texts cannot be sent from a toll-free number to a Canadian number.

Topics in this article:

  • Why do I need toll-free messaging verification?
  • Ineligible use cases
  • What is opt-in and opt-out?
  • How do I get my number verified?

Attention: Verification is for SMS and doesn’t impact voice or email services. All new toll-free customers, even those porting toll-free numbers or adding new toll-free numbers to an existing account, are required to complete verification as part of setup. The verification process is free of charge.

Why do I need toll-free messaging verification?

Receiving verification helps ensure messages will be delivered from your toll-free number when sending to all major networks in the US.

Ineligible Use Cases

High-Risk Financial Services

  • Payday loans
  • Short-term, high-interest loans
  • Auto loans
  • Mortgage loans
  • Student loans
  • Stock alerts
  • Cryptocurrency

Gaming and Chance

  • Gambling
  • Sweepstakes
  • Bingo Games
  • Raffles
  • Poker or Card Games

Get-Rich-Quick Schemes

  • Work from home programs
  • Deceptive work from home programs
  • Multi-level marketing business opportunity
  • High-risk investment opportunities

Debt Forgiveness or Collection

  • Debt consolidation
  • Debt reduction
  • Credit repair programs
  • Debt collection or consolidation

Illegal Substances/Activities

  • Cannabis, CBD, CBD oil
  • Alcohol
  • Tobacco or vape
  • Mushrooms
  • Kratom
  • Other substances, even if related to rehab

Other Restricted Topics

  • Phishing
  • Fraud or scams
  • Deceptive marketing
  • Pornography or adult entertainment
  • Profanity or hate speech
  • Firearms
  • Sharing or selling of end-user information with third-parties for marketing purposes

What is opt-in and opt-out?

Opt-in: Customers who agree to receive text and multimedia messages from a business “opt-in” to their contact list.
Opt-out: Customers who unsubscribe to text and multimedia messages from a business “opt-out” from their contact list.

Example: A business’s Contact Us page will often have a message to the effect of “By texting this number XXX-XXX-XXXX, customers agree to receive text messages from XYZ Company. If you no longer wish to receive text messages, you may opt out at any time by replying “STOP.”

If you do not have a clear opt in/opt out option posted on your website, you must create one before the carriers will approve your verification application.

Please ensure:

  • The language used in opt-in forms or promotions is clear and specific
  • Opt-in information is present in each section of the website where you collect user information
  • Opt-in is included on the Contact Us section of your webpage
  • If you don’t have a Contact Us page, you should create one

How do I get my number verified?

Fill out this Google Form online (link). It’s not necessary to include samples of every different message you plan to send to customers, but it is recommended that your message samples represent the types of messaging you plan to send. 

Important: If you do not fully complete the form there will be delays in processing the verification.

The carrier will also need proof of consent. Failure to obtain express end-user consent (“opt-in”) or respect the end-user’s right to “opt-out” will result in carrier rejection of your submission. Consent cannot be obtained by virtue of an existing business relationship.

Please include one of the following:

  • If website opt-in: Screenshots of webform where the customer adds their number and agrees to receive messaging.
  • Website posting (support): Where the number is advertised and where customers find the number to text.
  • If keyword or QR code opt-in: Photos or screenshots of where customers find the keyword to opt-in to messaging.
  • If voice/IVR opt-in: Screenshot record of opt-in via voice in customer database or CRM. (i.e., screenshot of a check box in your CRM showing the customer opted in and the date).
  • 2FA/OTP: Screenshot of the process to receive the initial text.
  • Paper form (Customer/Employee): Photo or screenshot of the form.

Receiving verification helps ensure messages will be delivered from your toll-free number when sending to all major networks in the US and removes daily send restrictions from your account.

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