What are some common reasons my Toll-Free Verification was rejected?

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 code, and 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). 
 

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