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Verification requests for multiple senders (i.e. businesses) can be submitted in bulk via CSV file. This approach is useful if you have many Toll-Free Numbers to submit for verification for multiple senders. Please follow the instructions below to submit a bulk TFN verification request to Sinch.   Please note opt-in image is required and the bulk submission must include either a URL for an opt-in image mock up, or a live opt-in URL. If you needs assistance with hosting opt-in images online, please let your Sinch Account Manager know.   Fill in the CSV template (found below) with the end customer’s verification information (For more information on the business contact info to provide, see this article.) Do not modify the column headers and save the file only as a .csv file. Each row should be unique to an individual business. If request is for new TFNs, leave “Phone_Number” column blank. Sinch will assign TFNs upon submission. Multiple numbers associated with a business can be included in the ‘Phone_Numbers’ column, separated by a semicolon. Make sure to include the reason why multiple numbers are required in the "Use_Case_Summary" column. There is a 1,000 character limit for the “Message_Content” and “Additional_Opt_In_Information” columns, and a 500 character limit for all other columns. If you would like to include a comma within a field value, surround the value with double quotes. Each column is required to have data within it (Excludes: BusinessAddr2, State, Zip, AdditionalDocumentation, ISV/Reseller, InternalTicket and businessCountry). An opt-in image or live URL is required in “Additional_Opt_In_Information” column. This column must include either a URL to a hosted opt-in image mock up, or a live opt-in URL. If you needs assistance with hosting opt-in images online, please let your Sinch Account Manager know so that Sinch can assist with hosting. Provide the completed CSV file to your Sinch Account Manager. Your account manager will let you know once your TFNs have been successfully verified, or if any further details are needed to process your submission.   Please use the Sinch Bulk TFN Verification template attached here for your bulk submission. You can also find a Sample Bulk TFN Verification template attached, for your reference.  ... View more

Certain types of content are not allowed on toll-free numbers. Here is a list of what NOT to send via text from your business’s toll-free number:   High-risk financial services: Promotion of high-risk financial services is not allowed on toll-free numbers. This includes payday loans, short-term-high interest loans, auto loans, mortgage loans, student loans, third-party lending programs, gambling, sweepstakes, stock alerts, and cryptocurrency. All 1st party and 3rd party loan marketing are blocked and disallowed. However, if your content is account-related or is not promoting disallowed content (like a casino promoting a dinner show or an OTP for account login), it may be okay. “Get rich quick” schemes: This includes content related to or promoting work from home programs, risk investment opportunities, and multi-level marketing. Third-party debt collection: This includes third-party debt collection and consolidation. Examples include debt reduction, debt forgiveness, and credit repair programs. Controlled substances: This includes federally illegal drugs, such as medical marijuana and cannabis dispensaries (even if legal in your state). SHAFT content: SHAFT stands for Sex, Hate, Alcohol, Firearms, and Tobacco. Examples include pornographic or sexually explicit content, profanity or hate speech, products containing alcohol, content related to guns or other weapons, and tobacco products (including vape, cigars, and smoke/vape shops). * Indirect marketing: Only direct marketing content is allowed on toll-free numbers. Promotions must come directly from the brand, not sent by a third party. Lead generation (selling or sharing customer opt-in data with third parties) is also not allowed. All of the above categories are considered disallowed content on toll-free numbers.    *Alcohol-related content is allowed to be sent from toll-free numbers to US destinations with an age gate. An acceptable age gate would consist of, at minimum, a recipient entering a day, month, and year confirming their age at messaging opt-in prior to receiving messaging. A tick box, check box, or age gate that asks if the recipient is over a certain age is not considered an acceptable age gate. At this time any content that requires age gating is not allowed to be sent from toll-free numbers to Canadian destinations. ... View more

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. ... View more

Messages identified as SPAM will be rejected and error code 255 returned. Sinch continuously monitors for senders with a high number of SPAM rejections. If the SPAM message content is not resolved, the TFN is subject to blocking and deprovisioning.    Please see our developer docs for more information on error codes.  ... View more

Verified Toll-Free numbers don’t have throughput or volumetric restrictions.  You should still be aware of existing TPS configured on your account and allocate accordingly.   ... View more

If you are migrating a verified TFN to Sinch, the verification status will not change, but verification submission data is not migrated. Make sure to provide an updated Verified Sender Form to Sinch to prevent any interruptions and to maintain a record of verification with Sinch.     Verified TFNs will not revert to Pending Verification status on resubmission of the verification request after migration to Sinch. Verified TFNs will continue to run as Verified and will not be subject to the TFN messaging limit for Pending Verification TFNs. However, if the resubmitted verification request is denied, the TFN will revert to Unverified status, and be subject to messaging limits.  ... View more

Yes, Toll-Free sender verification improves deliverability for all traffic, including both US and Canadian destinations. Toll-Free numbers that are not verified are blocked from sending towards US and Canada.  ... View more

There is no cost to verify a Toll-Free number. ... View more

Please open a ticket with Sinch support team if you believe an unwarranted block has been placed on your traffic. If the number is verified, please share this information with Sinch support for quicker resolution. If the number is not verified, it is important at that time to submit a Verified Sender Form, in order to prevent the number from experiencing false positive blocking in the future, or recurrence of deliverability issues.  ... View more

Yes. Traffic on a verified number will be blocked if it’s identified as spam. Messages will still be subject to spam filters, however a verified number will have fewer automatic triggers in place to blacklist the number.  ... View more

In order to complete Toll Free sender verification, you must provide information to help identify the message sender, as well as ensure that there are proper measures in place to send compliant traffic. The business information provided should be for the end-user business, i.e., the information of the business with which the customer is engaging.    The following data is required for Toll-Free sender verification:   Business Name*  Corporate Website* Business Address* Business Compliance Contact* Expected Message Volume Toll-Free Phone Number(s) to be Verified Use Case Category Use Case Description / Summary Sample Production Message Content Opt-in Description** Opt-in Details (include link to, image of, or scanned copy of opt-in, if applicable)** ISV/Reseller (Optional) Additional Supporting Details (Optional) *All business information should correspond to the end business, i.e., the true sender of the message or content creator. See this article for more info: What business contact information should I provide for Toll-Free sender verification?   **A compliant opt-in process is required in order to verify your toll-free number. See this article for more info: What opt-in documentation is required for Toll-Free sender verification?   ... View more

No, Toll-Free sender verification is meant for the end business sending traffic and not for the reseller.  ... View more

The turnaround for Toll-Free sender verification takes up to 5 business days. If additional documentation is needed, this could take longer. ... View more

Toll-free sender verification is intended to verify a single number with a single use case. Verified Sender Forms should be completed for one TFN per end business entity. If multiple TFNs are required, then the business case must be documented. Typical business cases for multiple TFNs include multiple store locations, agents, contact centers, or regional coverage. Remember that all numbers should have the same use case and opt-in format.    If multiple business locations, please include the business name and location.   Example: "John's Supermarket - Seattle" or "John's Supermarket - Chicago" ... View more

The benefits of completing the Verified Sender process for your Toll-Free number include:   Increased deliverability and predictability Reduction of false positive blocking and filtering Reassurance your Toll-Free number does not get blocked automatically No volumetric restrictions Can send to Canadian destination numbers (unverified TFNs are blocked from sending towards Canada) ... View more