Toll-Free Verification Guide for LC - Phone (US/Canada)

Created by Real Grow, Modified on Tue, 27 Feb at 2:29 PM by Real Grow

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

  1. Go to Settings > Phone Numbers
  2. Click on Number Info



  1. Click on Start Registration


  1. Fill out the details here:


  1. 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.

  2. 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.

  3. Opt-In Workflow Image URL example:


 

  1. 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:



  2. 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 by our Privacy Policy."


  1. 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

Age gate on-site or in submission was not robust

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 ratesUpdate 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

The corporate URL/Website is not accessible, not yet live, etc.

Ensure the URL is live and publicly accessible

30445

Invalid Information - ISV Contact Information Provide

The business information provided is not the end user

Provide end-user information (business name, address, contact, etc.)

30446Opt-in - Not sufficient for campaign type - Express Consent RequiredExpress consent not collected for marketing campaignsCollect express consent
30446
Opt-in - Consent for messaging is a requirement for serviceOpt-in does not include consent for SMS messaging

Gain approval for sending SMS messaging

30446

Opt-in - No opt-in provided

The opt-in field is blank or insufficientProvide 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 is 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 are listed with the same businessExplain 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

Submissions included tobacco, vape, or similar products

30441Content Violation - SHAFT - CBD/MarijuanaSubmissions included cannabis, marijuana, or CBD products
30442Known 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

30443Disallowed Content - 3rd Party Debt CollectionSubmission includes 3rd party debt collection content
30443

Disallowed Content - Gambling

Submission includes gambling content

30443
Disallowed Content - SweepstakesSubmission includes sweepstakes or contest content
30443

Disallowed Content - Stock Alerts

Submission includes stock-related content

30443
Disallowed Content - CryptocurrencySubmission 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
30443Disallowed Content - 3rd Party Lead GenerationSubmission shares customer information with 3rd parties
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

The 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.

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