In the ever-changing world of communication, it is crucial for our valued customers to remain updated about recent developments that might impact their messaging strategies.
We have crafted this article to provide you with insights into the latest enhancements in Toll-Free Number Verification, how they affect your messaging activities, and the necessary steps to ensure your Toll-Free Numbers (TFNs) continue to meet compliance standards.
Why Toll-Free Number Verification Matters
Toll-Free Number Verification plays a crucial role in ensuring messaging compliance. It helps maintain a clean and trustworthy messaging ecosystem while combatting spam and unwanted communications. These verification efforts are part of a broader initiative to create a secure and reliable messaging environment for all stakeholders.
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
If you have any additional information or documents that may aid in the verification process, feel free to share them in this section.
✔️ Approved Example: https://aloware.com/privacy-policy/
This section is for any additional details that will help with the verification such as privacy policies, onboarding controls, justification for more than 5 numbers with the same business name and business address, etc. that don’t fit into the other fields on the submission.
Justification for more than 5 TFNs
If you need to register more than 5 Toll-Free Numbers, provide a justification. It could be due to different locations or unique business needs. Please note that approval is subject to Twilio's discretion.
By following these guidelines and providing the necessary information, you can ensure your Toll-Free Numbers are verified and your messaging remains compliant with industry standards. If you have any questions or need assistance with this process, please don't hesitate to reach out to our support team.
Submit your the TFN Verification Form Today!