What opt-in documentation is required for Toll-Free sender verification?

[Meredith_W]

A compliant opt-in process (also called a "Call to Action") is required to get your toll-free number (TFN) verified. A compliant opt-in process means the way you get people’s consent to send them messages. You can only use a business messaging service to send messages to people who've given their explicit consent to receive those messages from you. This applies to all business messaging, including sending to employees.

If you don’t provide evidence of a compliant opt-in process, your TFN cannot be verified and you won’t be able to keep sending messages. If you don’t currently have a compliant opt-in process, you’ll need to create one to in order to get your TFN verified.

Opt-in language in Terms & Conditions or Privacy Policy is NOT considered compliant opt-in. TFNs used for Marketing/Promotional use cases MUST include visual documentation (i.e. screenshot, live URL) of a compliant opt-in process in order to get verified.

Examples of accepted methods of opt-in documentation include:

• Website opt-in: Screenshot or URL of webform where the client adds number and agrees to receive messaging.
• Website Posting: Screenshot or URL of where the number is advertised or where the customer finds the number to text in.
• Keyword or QR Code Opt-in: Screenshot or copy of material showing where customer finds the keyword in order to opt-in to receive messages.
  • If a QR code is provided, please include the URL that the QR code redirects to (ex. opt-in webform or webpage) where the end user provides their phone number with SMS disclosures. 
  • There’s a legal requirement for businesses to obtain written consent before sending customers promotional text messages when using a keyword as a business must do a double Opt-in process.
  • The customer provides their phone number on a form on a business’ website in exchange for a discount on their first purchase (first opt-in).
  • The business sends them a text message that includes the instruction “Reply YES to receive promotional messages.”
  • The customer replies “YES” (second opt-in).
  • The business now has explicit written consent to send the customer promotional messages.
• Voice/IVR opt-in: Verbal script and detailed description of process to opt-in.
• 2FA/OTP: Screenshot of process to receive the initial text.
• Paper form: Screenshot or copy of form.

[#2]

Unverified toll-free numbers (TFNs) and Pending Verification toll-free numbers (TFNs) are subject to industry-wide message blocking. Unverified toll-free numbers are TFNs that have not completed the toll-free sender verification process. Pending Verification toll-free numbers are TFNs where a verification request has been submitted, but the request is pending review and approval. 

Note: In the past it was possible to send messages from an Unverified TFN or Pending Verification TFN. However, as a result of industry-wide changes, all toll-free numbers, regardless of the use case, must be Verified to originate traffic.

UNVERIFIED toll-free numbers (TFNs) are subject to industry-wide message blocking, effective November 8, 2023.

PENDING VERIFICATION toll-free numbers (TFNs) are subject to industry-wide message blocking, effective January 31, 2024.

All toll-free numbers (TFNs) must be in a VERIFIED state in order to originate traffic.

Unverified TFNs and TFNs pending verification will be blocked with Sinch error code 64 “Blocked due to exceeded quota”. Please see Toll-Free Delivery Report Errors for a full list of Sinch Toll-Free error codes.