Sinch Community

No, once you port away your toll-free number, Sinch no longer has control over the phone number. It will be up to your new carrier to provide voice and/or SMS services. It is also the responsibility of your new carrier to ensure the proper execution of the port. Once Sinch confirms that the port-out has been completed, the phone number will be removed from your account after a short period of time.   However, Sinch may still be able to provide messaging services for some phone numbers, even after they have been ported away. For more details, please refer to Managing your Hosted Numbers. ... View more

Starting on May 15, 2025, the Toll-Free Verification rejection codes will be increased from 38 codes to 80 codes. This is being done to provide clearer, more detailed reasons why a Toll-Free verification submission may be rejected and help cut down on unclear rejections.    Please see new denial codes and reasons, which are effective since May 15, 2025.   New toll-free rejection reasons starting on May 15, 2025   Error Code Category Denial Reason Eligibility 1000 Submission Error Submission Editing Timed Out Eligible for Resubmission 1001 Customer Requested Cancellation Customer Requested Cancellation Eligible for Resubmission 1002 Submission Error Number not provisioned to your Organization Eligible for Resubmission 1101 Business Information Issues Business Email Address Must Use an Official Domain Eligible for Resubmission 1102 Business Information Issues Contact Name Must Belong to a Business Representative Eligible for Resubmission 1103 Business Information Issues Business Name Must Match Official Records Eligible for Resubmission 1104 Business Information Issues Official Business Registration Documents Are Required Eligible for Resubmission 1105 Business Information Issues End Business Details Must Be Accurate and Complete Eligible for Resubmission 1106 Business Information Issues Business Information Could Not Be Verified - Contact, Email, Address, or URL Is Invalid Eligible for Resubmission 1107 Business Information Issues Toll-Free Number Cannot Be Shared Across Multiple Businesses Eligible for Resubmission 1108 Business Information Issues Additional Information Requested - Justification for more than 5 numbers per business Eligible for Resubmission 1110 Business Information Issues Charitable Organization Must Be 501(c)(3) and Provide Valid Accreditation URL for donation solicitation Eligible for Resubmission 1111 Business Information Issues Doing Business As (DBA) Name Must Be Accurately Provided Eligible for Resubmission 1201 Business Website Issues Website Must Be Established and Active Eligible for Resubmission 1202 Business Website Issues Social Platform Must Be Established and Active Eligible for Resubmission 1203 Business Website Issues Website Is Password Protected or Requires Login Eligible for Resubmission 1204 Business Website Issues Invalid or Inaccessible Website URL Eligible for Resubmission 1205 Business Website Issues Business website URL must display branding Eligible for Resubmission 1206 Business Website Issues Privacy Policy or Terms & Conditions URL Is Missing, Inaccessible, or Lacks Content Eligible for Resubmission 1301 Message Program Detail Issues Independent Software Vendor (ISV) or Reseller Name Must Be Provided Eligible for Resubmission 1302 Message Program Detail Issues Projected Message Volume Exceeds Use Case Limits Eligible for Resubmission 1303 Message Program Detail Issues Use Case and Use Case Summary Inconsistent Eligible for Resubmission 1304 Message Program Detail Issues Use Case Summary is Incomplete Eligible for Resubmission 1305 Message Program Detail Issues Opt-In Workflow Must Match the Submission Details Eligible for Resubmission 1306 Message Program Detail Issues Message Content Does Not Align with Use Case or is Incomplete Eligible for Resubmission 1307 Message Program Detail Issues HELP Keyword Response Must Meet Compliance Requirements Eligible for Resubmission 1308 Message Program Detail Issues Age-Gated Program Not Properly Identified in Submission Eligible for Resubmission 1309 Message Program Detail Issues Political Campaigns Must Have a Campaign Verify Token Eligible for Resubmission 1310 Message Program Detail Issues Political Campaigns Must Submit an FEC Committee ID or State-Level Equivalent Eligible for Resubmission 1311 Message Program Detail Issues Confirmation Message Missing Required Details Eligible for Resubmission 1401 Opt-in and Consent Issues Single Opt-In for Multiple Use Cases Is Not Allowed Eligible for Resubmission 1402 Opt-in and Consent Issues Consent for Messaging Cannot Be Part of Other Agreements Eligible for Resubmission 1403 Opt-in and Consent Issues Marketing Messages Require Express Written Consent Eligible for Resubmission 1404 Opt-in and Consent Issues Agreeing to Receive Messages Must Be Optional Eligible for Resubmission 1405 Opt-in and Consent Issues Opt-Ins Must Clearly Reflect the End Business Eligible for Resubmission 1406 Opt-in and Consent Issues Opt-In Does Not Match the Use Case Eligible for Resubmission 1407 Opt-in and Consent Issues Opt-In Checkbox is Pre-selected Eligible for Resubmission 1408 Opt-in and Consent Issues Opt-In URL Not Accessible Eligible for Resubmission 1409 Opt-in and Consent Issues Opt-In Example Must Be Complete, Branded, and Legible Eligible for Resubmission 1410 Opt-in and Consent Issues Verbal Consent Script Must Be Provided for Approval Eligible for Resubmission 1411 Opt-in and Consent Issues Opt-In Consent Cannot Be Reused or Shared Across Programs Eligible for Resubmission 1412 Opt-in and Consent Issues Age Gate Not Present or Does Not Meet Requirements Eligible for Resubmission 1413 Opt-in and Consent Issues Opt-in - Consent for Messaging is a Requirement for Service Eligible for Resubmission 1414 Opt-in and Consent Issues Opt-in - No Opt-in Provided Eligible for Resubmission 1415 Opt-in and Consent Issues Opt-in Relies on Organizational or Government Exemption. Valid Opt-in is Required for All Toll-free Submissions Eligible for Resubmission 1416 Opt-in and Consent Issues Double Opt-in Required for Intended Use Case Eligible for Resubmission 1417 Opt-in and Consent Issues Shopping Cart Reminder Programs Must Comply with Opt-In, Privacy, and Messaging Standards Eligible for Resubmission 1418 Opt-in and Consent Issues Call-to-Action Missing Required Disclosures Eligible for Resubmission 1501 Privacy Policy or Terms and Conditions Issues Privacy Policy Required if Personal Data Is Collected Eligible for Resubmission 1502 Privacy Policy or Terms and Conditions Issues Privacy Policy Mentions Sharing of Personal Data Eligible for Resubmission 1503 Privacy Policy or Terms and Conditions Issues Opt-In Data Cannot Be Shared, Transferred, Rented, or Sold to Third Parties Eligible for Resubmission 1504 Privacy Policy or Terms and Conditions Issues SMS Terms and Conditions Must Be Accessible and Compliant Eligible for Resubmission 1601 High Risk High Risk - Known Spam Campaign Not Eligible for Resubmission 1602 High Risk High Risk - Submission Contains Fraudulent or Misleading Content Not Eligible for Resubmission 1603 High Risk High Risk - Known Phishing Campaign Not Eligible for Resubmission 1604 High Risk High Risk - Submission Flagged for High-Risk Domain Reputation Not Eligible for Resubmission 1605 High Risk High Risk - Submission Flagged for Potential Fraud Risk Not Eligible for Resubmission 1606 High Risk High Risk - Submission Contains Deceptive Marketing Practices Not Eligible for Resubmission 1607 High Risk High Risk - Public URL Shorteners Are Not Allowed; Use a Branded URL Not Eligible for Resubmission 1608 High Risk High Risk - Non-Secured URLs (http://) Are Not Allowed Not Eligible for Resubmission 1609 High Risk High Risk - Submission Flagged for High-Risk Domain Issues Not Eligible for Resubmission 1701 Disallowed Content Disallowed Content - Cannabis, CBD, or Other Illegal Substances Not Eligible for Resubmission 1702 Disallowed Content Disallowed Content - Prescription Drugs or Controlled Substances Not Eligible for Resubmission 1703 Disallowed Content Disallowed Content - Loan Marketing Not Eligible for Resubmission 1704 Disallowed Content Disallowed Content - Third-Party Debt Collection Not Eligible for Resubmission 1705 Disallowed Content Disallowed Content - Gambling or Betting Not Eligible for Resubmission 1706 Disallowed Content Disallowed Content - Sweepstakes or Contests Not Eligible for Resubmission 1707 Disallowed Content Disallowed Content - Stock Alerts Not Eligible for Resubmission 1708 Disallowed Content Disallowed Content - Cryptocurrency Not Eligible for Resubmission 1709 Disallowed Content Disallowed Content - Risk Investment Opportunities Not Eligible for Resubmission 1710 Disallowed Content Disallowed Content - Debt Reduction or Debt Consolidation Not Eligible for Resubmission 1711 Disallowed Content Disallowed Content - Credit Repair Not Eligible for Resubmission 1712 Disallowed Content Disallowed Content - Third-Party Lead Generation or Multi-Level Marketing Not Eligible for Resubmission 1713 Disallowed Content Disallowed Content - Non-Federally Compliant Use Case Not Eligible for Resubmission 1801 SHAFT Violation SHAFT Violation - Sexually Explicit or Inappropriate Content Is Prohibited Not Eligible for Resubmission 1802 SHAFT Violation SHAFT Violation - Hate Speech, Violence, or Offensive Content Is Prohibited Not Eligible for Resubmission 1803 SHAFT Violation SHAFT Violation - Alcohol Promotions Not Eligible for Resubmission 1804 SHAFT Violation SHAFT Violation - Alcohol Message Content Without a 21+ Robust Age Gate Not Eligible for Resubmission 1805 SHAFT Violation SHAFT Violation - Firearms, Fireworks, and Explosives Content Is Prohibited Not Eligible for Resubmission 1806 SHAFT Violation SHAFT Violation - Tobacco and Vape Messaging Must Comply with Legal Restrictions Not Eligible for Resubmission   For more further and in-depth explanation on why your Toll-Free verification request was rejected but is eligible for resubmission, please check out Why was my Toll-Free Verification rejected and can I resubmit?     For more further and in-depth explanation why your Toll-Free verification request was rejected and ineligible for resubmission, please check out Why was my Toll-Free Verification rejected and ineligible for resubmission? ... View more

Here are the top reasons Sinch may reject your campaign, and what you should do to avoid them:   Insufficient opt-in: This means that you failed to convey how you get consent from the end user to send messages. Make sure you show the opt-in from the end-user's perspective. For example, if your opt-in happens to be online, you must specify where on the website the opt-in occurs and showing clear and visible language where the customer understands giving their phone number means they are signing up to receive SMS. Opt-in language in Terms & Conditions or Privacy Policy is NOT considered compliant opt-in.  End-business and ISV/Reseller information mismatch: This means you as an ISV (Independent Software Vendor) are providing messaging services on behalf of the actual end-business and filling your information rather than the client, whose business/brand will be on the actual messages. ISV/Resellers would need to provide your client's business information instead of your own when filling out the TFN Verified Sender Form.  Insufficient privacy policy: This means it's not clear in your privacy policy that you won't share or sell the end user's personal info to a third party for marketing purposes. It is important to review a business’s privacy policy (if present on the business’s main website) to ensure all applicable messaging terms and conditions (e.g., how to opt-out, customer care contact information,...etc.) are covered.  Lack of consistency between use case, opt-in and message content: This means the business use case summary does not match the opt-in agreement and/or message content provided in the form. 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. Message content should match the use case and opt-in agreement. If the business will be sending 2 or more use cases for a single TFN, then please select "Mixed" and provide an in-depth explanation on exactly what service the program is providing to its customers and the purpose of the brand's messages. Each use case has to have their own separate opt-in agreement for consent because users have the ability to agree to what kind of messages they would like to receive.   If Sinch rejects your Toll-Free Verification, we will provide a rejection reason with further explanation. In most cases, after addressing the reason for the rejection, you can resubmit your campaign to Sinch for review. Refer to Why was my Toll-Free Verification rejected and can I resubmit? article for a detailed explanation of these rejection(s) and corrective action(s).  ... View more

Each of the below are rejection reasons due to forbidden messaging categories and are therefore ineligible for resubmission for Toll-Free Verification.   Please note that in addition to Toll-Free Messaging content restrictions, any use cases that violates Sinch’s A2P Messaging in the United States & Canada - Disallowed Content policy are not allowed, regardless of number/sender type or destination country.   Rejection Category  Rejection reason  Content Violation - SHAFT - Sex - Not Eligible for Resubmission  Submission included content such as nudity, pornography, sex toys, or other adult content. Content Violation - SHAFT - Hate - Not Eligible for Resubmission  Submission included speech that is hateful, profanity, violent, incites violence, or similar speech. Content Violation - SHAFT - Firearms - Not Eligible for Resubmission  Submission included: Firearms, Ammo, Gun Ranges (Common for guns to be sold at Gun Ranges)    Firearms and accessories are not allowed on TFN, SC, or 10 DLC regardless of age gating. Content Violation - SHAFT - Tobacco / Vape - Not Eligible for Resubmission  Submission included products such as: Cigarettes, Cigars, Tobacco Products (Chew, etc.), Vape, Vape Juice, or similar items  Content Violation - SHAFT - CBD/Marijuana - Not Eligible for Resubmission  Submission included products such as: Cannabis, Marijuana, CBD, THC, Hemp or similar items  Known Spam Campaign - Not Eligible for Resubmission  Spam/Fraud team has flagged the number/business/traffic for spam or fraud  Disallowed Content - Loan Marketing - Not Eligible for Resubmission  Submission includes mortgage, auto, student, personal, payday or other loans being marketed  Disallowed Content - 3rd Party Debt Collection - Not Eligible for Resubmission  Submission includes information around the practice of hiring a 3rd party agency or company to collect unpaid debts on behalf of a creditor.  Disallowed Content - Gambling - Not Eligible for Resubmission  Submission includes Casino/Casino apps, Betting/Sports picks or forms of gambling such as "Play to Win" schemes (playing various games, including slots, cards...etc.).  Disallowed Content - Sweepstakes - Not Eligible for Resubmission  Submission includes sweepstakes, contests, 50/50 raffles or other prize awards  Disallowed Content - Stock Alerts - Not Eligible for Resubmission  Submission includes information around stock, the stock market, and similar content.    No businesses that solely operate in stocks, investing, or cryptocurrency are allowed to send SMS traffic. Disallowed Content - Cryptocurrency - Not Eligible for Resubmission  Submission includes Cryptocurrency, NFTs, Block chain and other similar currencies.   No businesses that solely operate in stocks, investing, or cryptocurrency are allowed to send SMS traffic. Disallowed Content - Risk Investment - Not Eligible for Resubmission  Submission represents a fiscal transaction where end users are promised a return on initial investment.   Use cases in this category pertain to minimal effort for maximum and/or guaranteed financial gains. These categories in the telecoms industry produce high consumer complaints and are not permissible on carrier routes. Disallowed Content - Debt Reduction - Not Eligible for Resubmission  Submission includes content about consolidating or reducing debt. Disallowed Content - Credit Repair - Not Eligible for Resubmission  Submission includes content about repairing/improving credit  Disallowed Content - 3rd Party Lead Generation or Multi-Level Marketing - Not Eligible for Resubmission  Marketing messages must be truthful, not misleading, and, when appropriate, backed by scientific evidence in order to meet the standard held by the Federal Trade Commission's (FTC) Truth In Advertising rules. The FTC prohibits unfair or deceptive advertising in any medium, including text messages.   Terms and Conditions and/or Privacy Policy pages states personal customer information is shared outside of the end business with Partners, Affiliates, 3rd Parties or other businesses that the mobile user has not directly opted in to receive SMS or have their information shared with, not only for Customer Care purposes but also for Marketing.    Any third-party use cases are strictly forbidden. Consent must be obtained by the end business directly from consumers. Consent cannot be given to one business and then transferred to another. Disallowed Content - Federally Illegal Substances/Controlled Substances/Prescription Drugs - Not Eligible for Resubmission  Any federal illegal substances in the US and Canada. Any other substance classified as a controlled substance under US and Canada federal law, is prohibited via SMS.   Including Schedule 1, 2, 3, 4 and 5 drugs: Heroin Lysergic acid diethylamide (LSD), 3,4-methylenedioxymethamphetamine (MDMA/Ecstasy) Methaqualone Peyote Hydrocodone/acetaminophen (Vicodin) Cocaine Methamphetamine Methadone Hydromorphone (Dilaudid) Meperidine (Demerol) Oxycodone (OxyContin) Fentanyl Dexedrine Adderall Ritalin Codeine Ketamine Anabolic steroids Testosterone Peptides Xanax Soma Darvon Darvocet Valium Ativan Talwin Ambien Tramadol Lomotil Motofen Lyrica Parepectolin Drugs that require a prescription: Offers for drugs that cannot be sold over-the-counter in the US/Canada are not allowed to send text messages on TFN, regardless if the business is a licensed professional. Known Phishing Campaign - Not Eligible for Resubmission  Spam/Fraud team has flagged the number/business/traffic for phishing campaigns  High Risk - Fraud - Not Eligible for Resubmission  Spam/Fraud team has flagged the number/business/traffic for spam or fraud  High Risk - Deceptive Marketing - Not Eligible for Resubmission  Submission was assessed for deceptive marketing tactics such as: Deceptive Work-From-Home programs, Risk Investment Opportunities, Pyramid Schemes, “Get Rich Quick”, “Build Your Wealth” and “Financial Independence” offerings.   Use cases in this category pertain to minimal effort for maximum and/or guaranteed financial gains. These categories in the telecom industry produce high consumer complaints and are not permissible on carrier routes. ... View more

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 - Official Business Registration Documents Are Required KYC research is unable to verify a brand’s legitimacy and additional information is needed. Provide certified business registration documents that confirms a business's legal existence and compliance with local/country regulations, allowing it to operate and engage in business activities. The following documents are acceptable such as:   Articles of Incorporation/Organization Business Name Registration Form Employer Identification Number (EIN) Confirmation Letter Certificate of Authority for LLC Certificate of Limited Liability Partnership 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.   ... View more

Toll-free verification compliance guidance is based on the CTIA Messaging Principles and Best Practices document.  By complying with the principles provided here, the toll-free sender verification process should be straightforward and your toll-free campaigns should run without issue.   Note: If your toll-free number (TFN) has significant reported end user complaints, some wireless operators may slow down or suspend your campaign or numbers to prevent unwanted messaging on the toll-free network.    Below are specific requirements you must apply to any TFN verification request. Think of this as a checklist of things you should comply with in order to keep your messaging from getting flagged as spam, and to ensure your toll-free verification request is approved in a timely manner.  While it may not work 100% of the time, a thorough authenticity check can help you identify red flags early on for businesses who may intend to send spam and/or phishing text messages. All the below demonstrates the veracity of the business owners, thus strengthening their credibility and legitimacy for compliance standards within the A2P Messaging Industry.   Business Information: Business name, address and contact info should correspond to the company who will be responsible for the content of the message.  The business name should be the same name that is in the production message content, such as the confirmation message and HELP auto response messages and other production message content. Is the business legitimate? Does the business have a physical office address (not a resident's home address)? Is the business registered in their state or country's database? You can check a business registration status found in 10DLC & Toll Free Number Brand Identity Resources for reference. You can search a business in Better Business Bureau to see if the business is accredited in North America. Is the business a sole proprietorship or partnership? Sole proprietorships or partnerships should use DBAs ("doing business as") if they want to designate the company name as something other than the last names of the company’s owners. Example: "Summer Sprinkler Systems Inc." dba "John's Plowing Specialists" Is all required information for the end business (not ISV/Reseller) provided? What information is required for Toll-Free sender verification? Is the business considered an ISV (Independent Software Vendor) or Reseller? ISV/Reseller should NOT provide their own business info. for Toll-Free sender verification. TFN Verification is for the end business. What business contact information should I provide for Toll-Free sender verification? Is the business website the URL of the end business/content creator (not ISV/Reseller) Is the website accessible to the public and displaying the content on the business website?   Expected Message Volume per Month: Is there an estimated amount provided on how many messages the end-business intend to send every month?   Use Case Summary: Clear, understandable program description, does it match the supplied message flow? Explanation on exactly what service the program is providing to its customers and the purpose of the brand's messages (i.e. appointment reminders, OTP alerts, etc.). The more descriptive the better it is to prevent push back and processing delays with verification. What are some use cases for a TFN? Multiple TFNs listed? Does the use case summary provide an explanation on why the brand needs more than 5 numbers? Typical business cases for multiple TFNs include multiple store locations, contact centers, regional coverage or testing environments for the various stages of their development cycle (Dev Test, QA, UAT, and Pilot). Verification supports up to 5 toll-free numbers for a single entity without needing to provide an explanation. How many Toll-Free numbers can I submit for verification?  Testing/Internal Employee Use Cases: Must be clear that the messages will be for testing or for the end-business's internal employees only. Example statements:  “Internal SMS/MMS testing only" "Internal testing only – no production traffic" "Text messages will only be sent to (Business Name)'s internal employees and no production traffic will be sent out to the public"   Ineligible Use Cases: Not all uses cases are allowed for business messaging. Deceptive, fraudulent, unwanted, or illicit content is not allowed. What content is not allowed to be sent from a Toll-Free number? Confirmation or Welcome Message: Confirmation text should include the name of your business, message frequency disclosure (if sending recurring messages), message and data rates may apply, help and opt-out instructions. Example: Welcome to {Business Name}. Msg freq. varies. Msg & Data rates may apply. Reply STOP to end or HELP for help.   HELP Message: A business must respond to messages containing the HELP keyword with the program name and further information about how to contact the business. Example: {Business Name}: {Description}. Help at {Email} or {Phone Number}. Msg&Data rates may apply. {Message frequency}. Text STOP to cancel.   Content Messages: Ensure the Program (brand) name is included in every message. Do not include public URL shorteners (like bit.ly links) in message content What are some of the best practices when it applies to Toll-Free Messaging?   Opt-In Description ("Call to Action"):  The opt-in description should clearly describe how the business obtains the end user’s phone number in order to send a text message. The opt-in description must be specific – not “through the website”, or “over the phone”. Provide a link to, image of, or scanned copy of opt-in mechanism. What opt-in documentation is required for Toll-Free sender verification? Opt-in consent must be specific to the end business sending the message. Lead generation is not permitted. End users can only grant one-to-one consent to a particular message sender individually. A business cannot share opt-in consent with other entities.  Marketing/Promotional Use Cases For marketing use cases, it’s important that users have opted-in to receive marketing content via express written consent (ex. checkbox on online form). Example Marketing/Promotional opt-in: OTP/2FA Use Cases For One-Time-Passcode (OTP) and Two Factor Authentication (2FA) use cases, it’s important that users have opted-in to receive OTP/2FA content via informed consent in which the end user’s phone number is obtained/the end user is informed they will be receiving a text message at the phone number they provide. Example 2FA opt-in:     Terms and Conditions/Privacy Policy: It is important to review terms and conditions documents to ensure all applicable messaging terms and conditions (e.g., how to opt-out, customer care contact information, and any applicable privacy policy) are covered. It should be clear from privacy policy documents that the end user’s personal info will not be shared or sold to third parties for the purpose of marketing, especially if found on the business's website within their global privacy policy page. Example statement for inclusion in privacy policy: “No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties."   Reference article - CTIA Messaging Principles and Best Practices ... View more