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

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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
Content Violation - SHAFT - Alcohol with no robust age gate - Eligible for Resubmission with 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	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
Missing Information - No messages samples provided	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.	Include SMS messages that the end business will be sending out to the customer’s mobile handset.  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."
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."
Invalid Information - Can't Verify Business Information - Correct Business Information / Address / Contact / URL - Eligible for Resubmission	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
Invalid Information - Can't Validate URL - Website is not accessible / not available - Eligible for Resubmission	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  Example: https://www.sinch.com/
Invalid Information - ISV Contact Information Provided, Need Assigned End User - Eligible for Resubmission	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
Opt-in - Not sufficient for campaign type - Express Written Consent Required - Eligible for Resubmission	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]. 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 - Consent for messaging is a requirement for service - Eligible for Resubmission	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 - No opt-in provided - Eligible for Resubmission	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?
Opt-in is shared with 3rd Parties - Remove language for information sharing / Add language that opt-in is not allowed - Eligible for Resubmission	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."
Campaign Violation - Single Number Used for Multiple Businesses - please assign a TFN per business - Eligible for resubmission	One number is being used to send messages for multiple businesses. VSFs should be submitted for one TFN per end business	Get 1 number for each 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	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

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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.