Why was my Toll-Free Verification rejected and can I resubmit?

Sabaah_A — Wed, 15 Apr 2026 00:04:26 GMT

If your Toll-Free verification request fails for eligible reasons, you can correct and resubmit your request. For a full list of eligible rejection reasons see below. If eligible, you can resubmit your Toll-Free verification after correcting the identified content violation.

Rejection types eligible for resubmission

Each of the following below are rejection reasons for TFN Verification. To resolve these issues, please take the corrective action(s) outlined in the table below, and then re-submit your Toll-Free Verification request with the updated information.

Rejection category	Rejection reason	Correction needed
Submission Error	Number not provisioned to your Organization	Reach out to Sinch to make sure the phone number is properly provisioned and resubmit the TFN
Content Violation - SHAFT - Alcohol with no robust age gate	Age gate on site or in submission was similar to: “Are you 21+” “Click Yes or No”	Changing the Age gate to be collecting the Birthday in the form of Month/Day/Year. Alcohol-related content is allowed in the US only for TFN. The minimum legal drinking age is 21 in the US. Example: Please Enter Your Birthday: MM/DD/YYYY
Campaign Violation - Age Gate Not Present / Not Acceptable - Eligible for Resubmission with Robust Age Gate implemented	Age gate on site or in submission was similar to: “Are you 18/21+” “Click Yes or No”	Changing the Age gate to be collecting the Birthday in the form of Month/Day/Year. Example: Please Enter Your Birthday: MM/DD/YYYY
High Risk - Public URL Shortener - Correct to branded URL domain	URL link is a free public domain link associated with high abuse rates bit.ly rebrand.ly goo.gl (Google Drive links are also disallowed) tinyurl.com Tiny.URL Tiny.cc lc.chat is.gd ow.ly soo.gd short.io s2r.co Clicky.me budurl.com bc.vc linktr.ee t.ly t.co shorturl.at	If you are using a URL shortener, we strongly recommend using a proprietary one. The URL shortener should be unique to each business to make it clear to consumers what the content is and where they’re being directed to. Update URL link to show brand or paste full unshortened link to website Example: http://bit.ly/12345 -> https://sunshinecafe.com/12345
High Risk - Non-secured URL - correct to https://	Rejected for insecure URL in message contents - only secure URL links may be sent for A2P Messaging	Adding the https protocol Example: sunshinecafe.com -> https://www.sunshinecafe.com
Message Program Detail Issues - Message Content Does Not Align with Use Case or is Incomplete	Sample messages does not align with the use case you selected. Incomplete or missing key details (such as your business name) Contains content that contradicts your stated messaging purpose References messaging types different from what you've described elsewhere Sample messages field was filled with “N/A”, “see attached” or not included. Submission should include sample messages of the content that the end-user/mobile handset will be receiving in the SMS.	Update your sample message content to accurately reflect the approved use case. Ensure all required message components are included (business name, opt-out instructions, etc.) Include SMS messages that the end business will be sending out to the customer’s mobile handset. Remove any content that doesn't align with your stated messaging purpose Example: "Sunshine Cafe: Welcome to Sunshine Cafe Alerts. Msg freq. varies. Msg & Data rates may apply. Reply STOP to end or HELP for help." "Thank you for being a loyal customer of Sunshine Cafe. Enjoy 10% off your next order. Reply STOP to opt out."
Message Program Detail Issues -Confirmation Message Missing Required Details	The confirmation message example provided in your submission is missing required elements. These may include: Program name or product description Customer care contact information (phone number or HELP command) Opt-out instructions (e.g., "Reply STOP to opt out") Message frequency disclosure (e.g., "Recurring" or "Msg freq may vary") Pricing statement (e.g., "Msg & Data rates may apply")	Update your confirmation message to include all required details: Business/program name Customer care information Opt-out instructions Message frequency disclosure (for recurring messages) Pricing statement Ensure clarity and consistency across all messaging examples
Message Program Detail Issues - HELP Keyword Response Must Meet Compliance Requirements	The HELP keyword response provided in your submission does not meet compliance requirements. Common issues include: Missing customer contact details (phone number, email, or website) Missing your business/brand name Incomplete or unclear support information Non-compliant formatting or content	Update your HELP response to include: Your business/brand name Customer contact details (phone, email, or website) Clear instructions for getting assistance Hours of availability (if applicable) Ensure the response is concise yet complete
High Risk - No Business Name (Branded) in the Messages Samples Provided = SPAM	The message samples provided are not branded with the business name, which may be flagged as spam and/or have the number blocked with the wireless carriers.	Check if the Business Name is included in the message samples and every message to avoid the number from being filtered or blocked with the wireless carriers. Example: "Sunshine Cafe: Welcome to Sunshine Cafe Alerts. Msg freq. varies. Msg & Data rates may apply. Reply STOP to end or HELP for help." "Thank you for being a loyal customer of Sunshine Cafe. Enjoy 10% off your next order. Reply STOP to opt out."
Business Information Issues - Business Information Could Not Be Verified - Contact, Email, Address, or URL Is Invalid	End-user business information could not be verified, was not provided, is not valid	Check if the end-user business is registered in their country/state’s database and provide the end business information in all fields Example: ISV/Reseller: GrubStop LLC Business Name: Sunshine Cafe Corporate Website: https://www.sunshinecafe.com Business Address: 123 4th St, Suite 100 City: Orlando State: Florida Zip Code: 32812 Country: United States Business Contact First Name: John Business Contact Last Name: Doe Business Contact Email: jdoe@sunshinecafe.com Business Contact Phone Number: 555-555-5555 Please see this page for more information on checking a business address and registration status: 10DLC, Toll-Free and Short Code Number Brand Identity Resources
Business Information Issues - Business Email Address Must Use an Official Domain	The email address provided in your business information does not use an official business domain. Free or personal email services (like Gmail, Yahoo, Outlook) may not be accepted unless they can be verified on your official business website as a legitimate contact method for your business.	Update your submission with an email address that uses your business domain (e.g., contact@yourbusiness.com) If you don't have a business domain email, create one through your website hosting service If you must use a free email service, ensure it's listed on your business website as an official contact method.
Business Information Issues - Contact Name Must Belong to a Business Representative	The contact name provided does not appear to be an actual person authorized to represent the business. Generic names or titles such as "Admin," "Support," or incomplete names are not accepted.	Provide the full first and last name of an authorized business representative. Ensure the person listed holds an official role within the business. Do not use generic titles, roles, or partial names.
Business Information Issues - Business Name Must Match Official Records	The business name provided in your submission does not match what appears on your corporate website or other official documents. This may include situations where: A different business name is displayed on your website You're operating under a "Doing Business As" (DBA) name but didn't clarify this in the submission	Update the business name to exactly match what appears on your website or official documentation. If you operate under a DBA name, update the DBA field in your submission and provide supporting documentation. Ensure consistency between your verification submission and your web presence.
Business Information Issues - Business Registration Number is Missing or Invalid	The business name or brand listed in your submission does not align or match with your business registration number provided in the submission.	Please provide a valid Business Registration Number (BRN) that can be verified from your registered business authority. Please see this page for more information on business registration number: What is Business Registration Number for Toll-Free Sender Verification?
Business Information Issues - Official Business Registration Documents Are Required	KYC research is unable to verify a brand’s legitimacy and additional information is needed.	If the Business Registration Number provided is accurate, please provide an official document that certifies a business’s legal registration and authorization to operate within a specific jurisdiction. The official document must include the business’s name, registration number, and date of incorporation. For US-based organizations, the name must match the IRS CP 575 EIN Confirmation Letter or an IRS 147C letter. Please see this page for more information on business registration number: What is Business Registration Number for Toll-Free Sender Verification?
Business Website Issues -Website Must Be Established and Active	The website provided in your submission appears to be: Incomplete or under construction Not yet launched Lacking sufficient business information to establish credibility Missing essential details such as contact information or services offered	Submit a fully developed, live website with clear business information Ensure your website includes: Complete contact information Description of services provided Business details that match your verification submission Content that establishes business legitimacy
Business Website Issues -Social Platform Must Be Established and Active	The social media platform provided as your business's web presence appears to be: Newly created with minimal history Inactive or rarely updated Lacking sufficient content to establish business credibility Missing business information or engagement	Submit a more established social media account that demonstrates business legitimacy Ensure your social profile includes: Regular posts and activity Clear business information Engagement that establishes legitimacy Alternatively, provide a functional business website instead of a social media profile.
Business Website Issues -Website Is Password Protected or Requires Login	It requires a username and password to access A login page prevents verification of your business details Content needed for verification is behind restricted access	Provide a publicly accessible version of your website that allows verification of business information
Business Website Issues - Invalid or Inaccessible Website URL	Corporate URL link/Website provided did not resolve, is not yet live, says “Coming Soon”, password protected, 404 error… etc.	Ensure the Corporate URL link/Website is live, working, and publicly accessible. Make sure that the business website URL is not in a private state that requires a login/password. Example: https://www.sinch.com/
Business Website Issues -Business website URL must display branding	Using a generic, system-generated URL that doesn't include your business name Providing a URL from a third-party e-commerce platform or URL shortener without clear business branding Lack of visible business branding on the website itself	Submit a URL that includes your business name (e.g., www.yourbusinessname.com) Ensure your website clearly displays company branding including name, logo, and identifying information If using a third-party platform, set up a custom domain or ensure your business branding is prominently featured
Business Website Issues -Privacy Policy or Terms & Conditions URL Is Missing, Inaccessible, or Lacks Content	Privacy Policy and/or Terms and Conditions URL in your submission: Was not provided Is not accessible or returns an error Contains no actual privacy policy or terms content Is incomplete or under construction	Provide an accessible URL that links directly to your Privacy Policy and/or Terms and Conditions Ensure these documents are complete and publicly viewable If hosting these documents separately, confirm the links are working properly Make sure the content specifically addresses messaging and data practices
Message Program Detail Issues -Projected Message Volume Exceeds Use Case Limits	Requesting authorization for message volumes that don't align with your business scale A use case that doesn't support the scale of messaging requested Insufficient justification for high-volume messaging (ex. +10,000,000)	Include information about your target audience size and messaging frequency Explain how the requested volume aligns with your business needs and use case Adjust your projected volume to better match your actual business requirements
Invalid Information - ISV Contact Information Provided, Need Assigned End User	Business information provided is an ISV (ISV (Independent Software Vendor/Reseller) and not the actual business name that will be on the TFN’s welcome/confirmation message, HELP message, or STOP message.	Providing the end-business name, address, first and last name contact, email address, and URL link that will be directly engaging with the SMS subscriber/mobile handset Example: ISV/Reseller: GrubStop LLC Business Name: Sunshine Cafe Corporate Website: https://www.sunshinecafe.com Business Address: 123 4th St, Suite 100 City: Orlando State: Florida Zip Code: 32812 Country: United States Business Contact First Name: John Business Contact Last Name: Doe Business Contact Email: jdoe@sunshinecafe.com Business Contact Phone Number: 555-555-5555
Business Information Issues - Doing Business As (DBA) Name Must Be Accurately Provided	The business name or brand listed in your submission does not align with your registered business details. This inconsistency may be due to: Using a brand name that differs from your registered business name Operating under a "Doing Business As" (DBA) name but leaving the DBA field blank	If your company operates under a DBA name, include the correct trade name. Ensure the business name in your submission matches your official registration. Provide documentation showing the relationship between your registered business name and operating name if requested.
Business Information Issues -Charitable Organization Must Be 501(c)(3) and Provide Valid Accreditation URL for donation solicitation	Your organization is identified as a charitable entity soliciting donations, but: Verification of 501(c)(3) tax-exempt status was not provided The accreditation URL was either missing or invalid The submitted information does not confirm nonprofit status	Ensure your organization is registered as a 501(c)(3) tax-exempt entity Provide a valid accreditation URL from a recognized nonprofit accreditation source such as: BBB Wise Giving Alliance Charity Navigator GuideStar Verify that all submitted details match your official nonprofit records
Message Program Detail Issues - Political Campaigns Must Have a Campaign Verify Token	No Campaign Verify Token was provided upon submission associated with the business. This verification is mandatory for all political messaging campaigns.	Business information provided is for a political campaign. All Political Campaigns must be tokenized thru Campaign Verify (SC, 10 DLC and TFN). Campaign Verify is a secure, campaign-friendly, non-partisan, not-for-profit verification solution for U.S. political actors seeking to verify their identity and engage with voters via text messaging. To register, please visit Campaign Verify: https://www.campaignverify.org/. Once your form has been submitted, Campaign Verify will review the information, and you will be issued a six-digit PIN code. Log in to Campaign Verify and enter this PIN code to generate & receive your token. This token will allow you to complete your TFN Verification. Please provide this token upon submitting your TFN Verification form.
Message Program Detail Issues - Political Campaigns Must Submit an FEC Committee ID or State Level Equivalent -Eligible for Resubmission	Business is considered a 527 organization, which is a party, committee, association, fund or other organization (whether or not incorporated) organized and operated primarily for the purpose of directly or indirectly accepting contributions or making expenditures, or both, for an exempt function. Such as influencing or attempting to influence the selection, nomination, election or appointment of an individual to a federal, state or local public office or office in a political organization.	Only 527 Organizations with a FEC filing (federal campaigns/FEC ID) will have to provide their status, which is displayed immediately after the Campaign Verify (CV) token is provided upon submission. To register, please visit Campaign Verify: https://www.campaignverify.org/.
Message Program Detail Issues - Use Case and Use Case Summary Inconsistent	There is a mismatch between the selected use case and the use case summary in your submission. For example: Use case is listed as "Account Alerts" but the summary describes marketing messages Different types of messages are described in the various sections of your submission The content contradicts the selected use case category	Review your submission to ensure the use case and use case summary align perfectly Update either the use case selection or the summary to ensure consistency Make sure all sections of your submission reflect the same messaging purpose Avoid mixing different use cases in a single submission
Message Program Detail Issues - Opt-In Workflow Must Match the Submission Details	The opt-in workflow description in your submission doesn't match the actual opt-in example provided. For example: Your description mentions a verbal opt-in, but you provided a web form example The opt-in method described differs from what was demonstrated Details in the description contradict what's shown in the provided example	Update either the opt-in workflow description or the provided example to ensure consistency Make sure your description accurately reflects your actual opt-in process Provide examples that match the exact opt-in method you've described Ensure all aspects of your submission align with your actual business practices
Opt-in and Consent Issues - Marketing Messages Require Express Written Consent	Use case is Marketing/Promotional, but does not show express written consent in the opt-in	Express written consent is when someone explicitly agrees, either in writing or digitally, to receive marketing/promotional messages such as calls or texts. This approval cannot be part of a transaction, terms of service, or privacy policy page. It must be a stand-alone approval for sending SMS messages when user signs-up. Example: “By entering your number, you agree to receive marketing and promotional messages from [Business Name] at the number provided and agree to [Business Name] terms and privacy policy at [link]. Msg freq. varies. Message & data rates may apply. Reply STOP to cancel. Reply HELP for info." Please see this page for more information on opt-in requirements: What opt-in documentation is required for Toll-Free sender verification?
Opt-in and Consent Issues - Single Opt-In for Multiple Use Cases Is Not Allowed	Mixing two or more use cases (i.e. promotional/marketing, informational, OTP/2FA...etc.) within the same opt-in agreement. Opt-in text that doesn't differentiate between different message types and/or combining multiple use cases under one consent mechanism	The goal is to have the submission clearly states what messages a Toll-Free Number will be sending and the opt in should gather consent properly per use case. Separate the use cases into separate opt-in agreements for each message type (e.g., promotional, informational) with checkboxes included. This ensures users can select which message types they want to receive independently. Remember opting into an SMS campaign has to be optional, not mandatory, so please be careful when designing the opt in. Example of Promotional/Marketing: “By entering your number, you agree to receive marketing and promotional messages from [Business Name] at the number provided and agree to [Business Name] terms and privacy policy at [link]. Msg freq. varies. Message & data rates may apply. Reply STOP to cancel. Reply HELP for info." Example of Appointment: “By entering your number, you agree to receive appointment reminder messages from [Business Name] at the number provided and agree to [Business Name] terms and privacy policy at [link]. Msg freq. varies. Message & data rates may apply. Reply STOP to cancel. Reply HELP for info." Example of 2FA/OTP: Enter a mobile phone number you would like to use to receive an SMS verification code from [Business Name]. Please see this page for more information on opt-in requirements: What opt-in documentation is required for Toll-Free sender verification? Please see this page for more information on opt-in for 2FA/OTP alerts: What type of consent is required for 2FA or OTP message programs on TFN?
Opt-in and Consent Issues - Opt-in - Consent for messaging is a requirement for service	Opt-in provided does not include language that the mobile user is consenting to receive SMS messaging. Users signing up their email address is not consent for SMS.	There must be clear and visible language where the customer understands giving their phone number means they are signing up to receive SMS. At a minimum, the user must be informed something like "By entering your number, you agree to receive text messages…" upon sign-up. This does not include the customer simply providing their phone number as part of a transaction, filling out a form, agreeing to their T&Cs or Privacy Policy etc. Please see this page for more information on opt-in requirements: What opt-in documentation is required for Toll-Free sender verification?
Opt-in and Consent Issues - Agreeing to Receive Messages Must Be Optional	Your opt-in process requires users to consent to receiving messages as a condition for completing unrelated actions such as: Creating an account Making a purchase Accessing services Completing registration	Update your forms to ensure users can complete their primary action without being required to opt in to messaging Clearly indicate that messaging consent is optional and separate from the main service Use language that makes the optional nature of messaging clear (e.g., "Would you also like to receive text messages...") Ensure users can decline messaging while still completing their primary action
Opt-in and Consent Issues - Opt-Ins Must Clearly Reflect the End Business	For submissions by Independent Software Vendors (ISVs) or platform providers, the opt-in examples provided: Display the ISV's branding instead of the end business Don't clearly identify which business the user is consenting to receive messages from Fail to establish a direct relationship between the end user and the business sending messages	Submit opt-in examples showing the end business's branding and language Ensure opt-in text explicitly indicates that users are consenting to receive messages from the specific end business Remove or minimize ISV/platform branding that might confuse the consent relationship Make it clear which business will be sending messages to users.
Opt-in and Consent Issues - Opt-In Does Not Match the Use Case	There is a mismatch between the opt-in language or method and the use case described in your submission. Examples include: Opt-in text indicates consent for promotional messages, but the use case is for informational messages Consent language doesn't specifically cover the message types described in your use case The opt-in method is inappropriate for the described messaging purpose	Ensure your opt-in explicitly matches the use case described in your submission Update the opt-in text to specifically reference the intended message types For informational messages: "I agree to receive account updates and notifications from [Business Name]..." For promotional messages: "I agree to receive marketing messages and special offers from [Business Name]..." Align all aspects of your submission with the actual messaging purpose
Opt-in and Consent Issues - Opt-In Checkbox is Pre-selected	Your opt-in process uses pre-selected or pre-checked options for consent, which fails to provide users with a clear choice. This includes: Checkboxes that are automatically checked by default Toggle switches that are pre-enabled Any opt-in mechanism where the default state is "opted in"	Remove all pre-selected options from your opt-in forms Ensure all checkboxes or consent mechanisms start in the unchecked/unselected state Require users to actively select or confirm their consent Update your opt-in workflow to require affirmative action from users Provide evidence of the corrected opt-in process when resubmitting
Opt-in and Consent Issues - Opt-In Example Must Be Complete, Branded, and Legible	The opt-in example provided is insufficient for verification because it is: Cropped or incomplete, not showing the full opt-in process Missing branding that identifies the business collecting consent Blurry or illegible, making text difficult to read Missing context or surrounding page elements that provide clarity	Submit a complete opt-in example that includes all text, buttons, and branding Ensure the business name or logo is clearly visible in the example Include enough context to understand the full opt-in experience Make sure the example clearly shows how users provide consent
Opt-in and Consent Issues - Verbal Consent Script Must Be Provided for Approval	No verbal consent script was provided The script or documentation for verbal opt-in was incomplete The verbal consent process could not be verified	Submit a detailed script showing the exact language used for obtaining verbal consent Include a simulated conversation demonstrating how users are informed and how their consent is collected Provide documentation of how verbal consent is recorded and stored Include instructions for how users can opt-out after providing verbal consent
Opt-in and Consent Issues - Opt-in - No opt-in provided	Opt-in field was left blank, filled with “N/A”, “see attached” - but not included Opt-in image/URL does not show where or how the handset end user opts in to receive SMS “Opt-in” is part of Terms of Service or Privacy Policy Opt-in links provided are behind login/password secure links Opt-in links are expired or private such i.e. Google Drive Opt-in links provided go to a page where information needs to be filled into progress through. i.e Job Application form where information needs to filled in to progress to opt in page Opt-in field includes only “Online”, “Text to Join”, “Keyword” Opt-in image provided was not clear/high resolution enough for consent language to be read No verbal script provided if opt-in is done in person or over the phone For Bulk CSV files - opt in URL link was not provided on the CSV file	Provide the opt in collected showing the approval and consent from the end user to receive SMS to their mobile handset. Provide updated opt in that is outside of terms or service or privacy policy. Provide active and publicly accessible opt-in URL links. Provide URL link or screenshot, provide the keyword and where the end user finds this keyword, etc. Provide as much detail as possible with screenshots, pictures of POS, pictures of signage with Keywords or other means to show how the user opts in to their mobile handset. Provide a clear and readable image for opt in assessment. Provide a verbal script and detailed process on the opt-in showing and explaining how approval and consent from a user is done through in-person or telephone conversations. Provide the opt in URL link on the Bulk CSV file Please see this page for more information on opt-in requirements: What opt-in documentation is required for Toll-Free sender verification?
Privacy Policy or Terms and Conditions Issues - Privacy Policy Required if Personal Data Is Collected	Your business collects personal data but: No privacy policy was provided in your submission The privacy policy URL was invalid or inaccessible The policy does not explain how personal data is handled Required privacy disclosures are missing	Create and publish a comprehensive privacy policy on your website. Ensure your privacy policy includes: How personal data is collected, stored, and used Data protection measures and sharing policies Compliance with applicable privacy regulations Information specific to messaging practices Submit a valid, accessible URL to your privacy policy Make sure the policy is publicly viewable without login requirements
Privacy Policy or Terms and Conditions Issues - Opt-In Data Cannot Be Shared, Transferred, Rented, or Sold to Third Parties	Opt-in language and/or Privacy Policy page includes that SMS will come from another business the customer is signing up with but also from other affiliates, partners, etc.	Opt-in must be 1-to-1, can't be shared with 3rd parties, and can't be implied. Update Opt-in language and Privacy Policy to make it clear that users’ personal info. will not be shared or sold to third parties for the purpose of marketing and/or sweepstakes. Example statement: "No mobile information will be shared with third parties/affiliates for marketing/promotional/sweepstakes purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties." Ensure your business practices maintain consent as a direct 1:1 agreement between consumer and message sender.
Business Information Issues - Toll-Free Number Cannot Be Shared Across Multiple Businesses	One number is being used to send messages for multiple businesses. A toll-free verification has been received for a toll-free phone number that is assigned to multiple businesses. The toll-free phone number must be 1:1 with a single business, it cannot be used for multiple businesses. VSFs should be submitted for one TFN per end business.	Use the toll-free phone number for only one business. Example: 1-833-000-0001: Sunshine Cafe 1-833-000-0002: Jane’s Carwash 1-833-000-0003: John’s Pizza Shop
Additional Information Requested - Justification for more than 5 numbers / business	More than 5 numbers listed with the same business name and address. Verification supports up to 5 Toll-Free phone numbers for a single entity in a verification submission with no additional information required.	Explain why 1 business at 1 location/address needs more than 5 numbers. Are they for different agents at one location? Are they used for different departments in a single location? Different locations (like a franchise) - if so, provide the address to each location Example: 1-833-000-0004: ABC Bank - Chicago 1-844-000-0005: ABC Bank - Seattle 1-855-000-0006: ABC Bank - Austin 1-866-000-0007: ABC Bank - Miami 1-877-000-0008: ABC Bank - Los Angeles 1-888-000-0009: ABC Bank - Boston For ISVs or aggregators who provide messaging service to businesses, it's expected that the information provided represents the entity (your customer) that is engaging with the opted-in consumer. Therefore, a toll-free verification should not be associated with the ISV. Exceptions may apply when the use case clearly showcases that the ISV manages opt-in mechanisms and is the sole message content creator.

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article Why was my Toll-Free Verification rejected and can I resubmit? in Toll-Free Numbers (TFN)

Why was my Toll-Free Verification rejected and can I resubmit?