Toll-Free Number (TFN) verification is required if you use a Toll-Free Number to send SMS or MMS messages to recipients in the United States or Canada. Complete the Toll-Free Number verification form whether you are registering one number or multiple numbers. Toll-Free Numbers used only for voice calls do not require verification.
This article explains the verification requirements, messaging limitations while your number is pending approval, the information required to complete the verification form, and what to do if your submission is rejected.
What changed
Starting November 8, 2023, all restricted (previously referred to as unverified) Toll-Free Numbers must be registered before they can send SMS or MMS messages.
If you use Toll-Free Numbers for messaging, verify them before sending messages. Unverified Toll-Free Numbers can no longer send messages to Canada and may also be subject to carrier filtering and messaging restrictions.
Privacy Policy and Terms & Conditions requirements
Effective September 15, 2026, Twilio requires every Toll-Free Number verification submission to include separate links to your company's Privacy Policy and Terms & Conditions.
To support this requirement, the Aloware Toll-Free Number verification form includes dedicated fields for both documents.
Enter the URL of your Privacy Policy, which should point to a publicly accessible page explaining how your business collects, stores, and uses customer information.
Enter the URL of your Terms & Conditions, which should point to a publicly accessible page containing your business's terms and conditions.
Make sure both URLs are publicly accessible, belong to the business being verified, and match the information customers see during the SMS opt-in process. Submit these documents as two separate URLs because the carrier does not accept a single combined page.
If you leave either URL blank or enter an invalid URL, Aloware prevents you from submitting the verification form. The carrier also rejects submissions that do not include both documents and returns Error 30493.
This requirement applies to new verification submissions. Toll-Free Numbers verified before these fields were introduced do not need to be resubmitted.
Messaging limits while verification is pending
After you submit your verification request, your Toll-Free Number enters a Pending status while the carrier reviews it. During this period, industry-wide messaging limits apply, and carriers may apply additional filtering to your messages.
The messaging limits are shown below.
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 updates are received from the carrier.
If the carrier blocks your messages because of these restrictions, Twilio returns Error 30032 or Error 30007.
Verification turnaround time (TAT)
As of October 16, 2023, the carrier may take up to six weeks to complete the verification process. You will receive an email once the carrier approves or rejects your submission.
Completing the Toll-Free Number Verification form
To complete the verification form successfully, provide information about your messaging practices, customer consent process, and business.
The carrier uses this information to determine whether your messaging complies with industry requirements.
Toll-Free message volume
Select the option that most closely matches the number of outbound messages you expect to send each month. Providing an accurate estimate helps the carrier evaluate your expected messaging traffic.
The available options are: 10, 100, 1000, 10000, 100000, 250000, 500000, 750000, 1000000, 5000000, 10000000+.
Toll-free use case category
Select one or more use cases that best describe the types of messages you plan to send. Make sure your selected use cases accurately reflect your messaging traffic.
For example, if you use your Toll-Free Number to send promotional offers, select Marketing.
To learn more about each available use case, see the Toll-Free Number use cases guide.
Toll-free use case summary
Describe how you use your Toll-Free Number. Your description should match the selected use case and clearly explain what your customers 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?
Toll-free production message sample
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.
Toll-free opt-in image URL
Provide a publicly accessible link to an image or document showing how customers subscribe to receive your SMS messages.
The URL must be publicly accessible and clearly demonstrate the opt-in process.
Toll-free opt-in type
Describe how customers provide consent before receiving messages. Include enough detail for the carrier to understand how users subscribe to your SMS campaign.
Your description may include online or in-app forms, text-to-join keywords, point-of-sale signups, or IVR scripts.
When preparing your opt-in workflow, make sure your opt-in language includes the required consent disclosures. Your opt-in page should include:
A non-preselected checkbox for message consent.
An explicit request for consent to receive messages.
A disclosure that message and data rates may apply.
The expected message frequency.
Links to your company's Terms & Conditions and Privacy Policy.
Use the following example as a reference.
✔️ 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.
Company's privacy policy
Insert the url to reach your company's privacy policy
✔️ Approved Example: https://aloware.com/privacy-policy/
Company's terms and conditions
Enter the publicly accessible URL of your company's Terms & Conditions.
✔️ Approved Example: https://aloware.com/terms-and-conditions
Additional supporting details
Provide any additional information that may help the carrier review your submission. This may include links to your onboarding documentation, additional compliance information, or a justification if you need to register more than five Toll-Free Numbers under the same business name and address.
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!