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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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Last update:
‎10-04-2024 08:48 AM
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