Toll-Free Number (TFN) verification is required for sending SMS and MMS to the US and Canada. Completing the Toll-Free Number verification form is mandatory whether you're registering one number or multiple. Numbers intended solely for voice calls are exempt from verification requirements.
This article covers what changed, the limits in place while a number is pending or restricted, the information you'll need to submit on the verification form, and what to do if your form is rejected.
Key changes
Starting November 8, 2023, all restricted (previously called 'unverified') toll-free phone numbers will require registration.
This means that if you use toll-free numbers for sending messages to the US and Canada, you must ensure they are verified. Unverified numbers will no longer work for sending messages to Canada.
Date of implementation
Starting on November 8, 2023, these changes will impact outbound messages sent to the US and Canada from Toll-Free Numbers.
Verification turnaround time (TAT)
As of October 16, 2023, it may take up to 6 weeks to complete the verification process.
Minimum requirements
Once you've submitted your toll-free numbers for verification, they will enter a pending state. During this time, they must adhere to industry-wide sending limits and may be subject to stricter message filters.
Here are the current limitations in place until November 7, 2023:
Toll-Free Number Status | Daily Limit | Weekly Limit | Monthly Limit |
Restricted | 500 | 1,000 | 2,000 |
Pending | 2,000 | 6,000 | 10,000 |
Please note that messaging limitations after November 8, 2023, will be communicated once we receive updates from the carrier.
Any blocked messages will result in Error 30032 or Error 30007, and you will be notified via email when your phone numbers are verified or rejected.
Toll-Free Number verification checklist
To help you get your Toll-Free Numbers verified, we need the following information:
Estimated monthly volume - Tell us how many outbound messages you plan to send monthly.
You can choose from these options: Please pick the number closest to your monthly volume. 10, 100, 1000, 10000, 100000, 250000, 500000, 750000, 1000000, 5000000, 10000000+.
Review of the use case category - Explain how your use case aligns with your outgoing traffic pattern. You can select one or multiple use cases that best fit your messages, e.g., Marketing.
Read more about Toll-free number use cases in this guide.
Review of the use case description - Provide a detailed description of your use case, ensuring it matches your selected use case category. For instance, if you choose "Marketing," specify the type of marketing and the content your users will receive.
✔️ Approved Sample:
This number is used to send out promotional offers and event information to the customers of Aloware.
❌ Rejected Example: Marketing purposes
What kind of marketing? What will the end-user/mobile handset be receiving from the end-user business?
Sample message - Provide an example message you intend to send. Share a sample message that includes sender identification, maintains a polite and professional tone, and offers a clear opt-out option.
✔️ Approved Example:
Thank you for being a loyal customer of Aloware. Enjoy $25 credit if you refer our product to one of your friends. Reply STOP to opt out.
This should be a sample message of the content that the end-user/mobile handset will be receiving in the SMS.
❌ Rejected Example:
Your appointment is today at 10:00 AM.
This should match the use case provided i.e. Marketing and should be similar types of content from the use case provided.
Opt-in type and workflow: Explain how your leads or end-users consent to receive messages. Specify how users opt-in to receive messages, whether it's through:
Verbal agreement
Webform
Paper form
Text message, or
A mobile/QR code
Review of the opt-in workflow - Describe in detail how users subscribe to your messages. This includes online/app opt-ins, text-to-join keywords, point-of-sale methods, or IVR scripts.
Reminders about opt-in verbiage:
Your opt-in page should include several key elements:
A non-preselected checkbox for message consent.
Explicit request for consent to send messages.
Disclosure of message and data rates.
Frequency of messages.
A link to your company's Terms and Conditions and Privacy Policy.
Please follow these guidelines when creating your opt-in verbiage.
✔️ Approved Example:
By checking the box and clicking submit, I agree to receive text messages from <company> regarding announcements and company updates.
Reply to any message with STOP at any time to stop receiving messages.
The frequency of messages varies. Message and data rates may apply.
Access our Terms and Conditions and Privacy Policy.
Additional supporting details
Share any additional information or documents that may help with verification: privacy policies, onboarding controls, or a justification if you need more than 5 numbers under the same business name and address. This section is for details that don't fit into the other fields on the submission form.
✔️ Approved Example: https://aloware.com/privacy-policy/
If your verification form is rejected
Understand the issues. Review the reason(s) specified in the rejection notice sent by the carrier.
Fix the Problem. Resolve the issues mentioned, such as updating inaccurate information or providing any missing documents.
Resubmit the Form. Once the specified issues are resolved, resubmit the form for review.
How to check the status of your verification
Contact Support. Reach out to the Aloware Support Team to inquire about the current status of your Toll-Free Number verification. The support team can confirm whether your number is approved for SMS and MMS messaging.
Justification for more than 5 TFNs
If you need to register more than 5 Toll-Free Numbers, provide a justification. This could be due to different locations or unique business needs. Approval is subject to Twilio's discretion.
Submit your the TFN Verification Form Today!