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Toll-Free Message Verification (USA/Canada)

Increase your SMS delivery rates with a Verified Toll-Free line.

David Stupek avatar
Written by David Stupek
Updated over a week ago

  • After January 31, 2024: all messages sent from unverified, denied or pending approval Toll-Free phone numbers to US numbers will be blocked.

  • If you have NOT verified your toll-free numbers, please do so immediately. You can submit your toll-free numbers for verification from inside Salesmsg in less than 10 minutes.

  • Please note: Each number requires individual verification, which may take up to three weeks.

What is Toll-Free Message Verification?

Toll-free message verification is a process where businesses and their use cases are reviewed before sending traffic via toll-free numbers to the US and Canada.

This verification process is free of charge and greatly reduces the risk of message filtering on toll-free traffic for all major networks in the US and some in Canada, as long as the business adheres to their stated use case and all applicable rules, such as Twilio's messaging policy.

This verification applies to messaging to mobile users in the US and to the Fido, Rogers, Telus, and Videotron networks in Canada. In other countries, toll-free SMS is treated the same as other international SMS, and businesses should consult the country's SMS guidelines page for compliance considerations.

​Toll-free verification is currently required in the US and Canada for optimal delivery.

To avoid traffic being blocked in Canada or subject to increased filtering and daily sending limits in the US, it is important to complete the verification process as soon as possible. This verification process is part of aligning sender visibility with short code and 10DLC messaging channels. If your toll-free numbers have already been verified, no further action is needed.

If your toll-free numbers have already been verified, no further action is needed.

Okay, what do I need to do?

Submitting your toll-free number verification is easy! We built this process into our application so with 5-7 minutes of your time, you'll be all set to submit the information for approval. Here's how...

How to Verify Your Toll-Free Numbers

If you've registered your local area code numbers for A2P 10DLC or Shaken/Stir then you have already submitted information to register your Salesmsg Business Profile.

Step 1 (Optional): Register Your Business

Go to Organizations Settings > Compliance and register your business profile. After you have submitted your business profile, you can register your toll-free phone numbers.

Note: If you've registered your local area code numbers for A2P 10DLC or Shaken/Stir then you have already submitted information to register your Salesmsg Business Profile.

Step 2: Chose Your Toll-Free Number for Verification

Scroll down to the Toll-Free section and press "Add New Case" to start your Toll-Free verification. Chose the number you want to verify.

Step 3: Verify and Enter Business Information

Upon completing Step 1, much of the information will be pre-populated for your convenience. Please provide details such as the Business Name, website, Address, State, and Zip Code.

Step 4: Provide Contact Person Details

Designate a contact person who can be reached by carriers if necessary. Ensure the provided information includes a valid active phone number.

Step 5: Create Use Case Description and Sample Message with AI

Choose your specific use case and allow AI to generate a tailored use case description and a sample message based on the information provided in the previous steps. After the content is generated, you have full freedom to edit and modify it as needed. If desired, you can select a different use case and generate a new description. Additionally, please indicate the estimated volume of messages you expect to send monthly.

Step 6: Opt-in Verification Image

Conclude by supplying an image that verifies the details mentioned in your use case description are accurate. Note that specific guidelines vary for each opt-in method: text, QR code, paper form, and online form. Please follow the relevant instructions for your chosen method.

After your submission is made, we will send this to the carriers for approval. If t's rejected, you will receive a notification with a chance to edit and re-submit for approval.

Updating Your Verification after Rejection

When you navigate to the Compliance page, you'll find a convenient overview of all your toll-free use cases. Once you enter a specific case, you'll have access to a list of numbers associated with it. You can further streamline your search by filtering these numbers by their current state, which includes options like 'Pending Review,' 'In Carrier Review,' 'Rejected,' 'Blocked,' and 'Approved.'

Additionally, for any numbers marked as 'Rejected' or 'Blocked,' you now have the capability to update your verification application and resubmit it for a second round of review, providing you with a valuable opportunity to address any issues and enhance the chances of approval.

Frequently Asked Questions

How long does it take for a verified toll free number to be verified?

At this time, it can take up to 2-5 days for approval.

Do you charge credits for blocked messages?

If your messages are blocked because of unverified or denied status Salesmsg does not charge credits.

What will happen if I don't submit verification?

If you don't submit verification, the number will be blocked from sending texts through the user interface. However, you will still be able to make and receive calls, as well as receive inbound text messages on this number.

How many toll-free use cases can I create?

You can create as many as you'd like, however if you are using the same use case for a different number, then add the number to that use case. Only create a use case if it's different than one that has already been created.

How many phone toll free numbers can I have per use case?

In most circumstances just one, reach out to our team to explore your options.

How can I check if I have any unverified lines?

Navigate to your Salesmsg settings, then to your numbers page. A column on this page of numbers will indicate if the line needs to be verified like so:

Start the verification process by opening the menu and selecting "verify"

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