Why was my Toll-Free Verification rejected and can I resubmit?

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

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 

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 

Adding the https protocol 

Example: sunshinecafe.com -> https://www.sunshinecafe.com 

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." 

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

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

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."

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.

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.

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.

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.

Please provide a valid Business Registration Number (BRN) that can be verified from your registered business authority.

Please see this page for more information on business registration number: What is Business Registration Number for Toll-Free Sender Verification?

If the Business Registration Number provided is accurate, please provide an official document that certifies a business’s legal registration and authorization to operate within a specific jurisdiction. The official document must include the business’s name, address, registration number, and date of incorporation.

For US-based organizations, the name must match the IRS CP 575 EIN Confirmation Letter or an IRS 147C letter.

Please see this page for more information on business registration number: What is Business Registration Number for Toll-Free Sender Verification?

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

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.

• 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

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/ 

• 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.

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.

• 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.

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 

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.

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

No Campaign Verify Token was provided upon submission associated with the business.  

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.

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/.

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.

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.

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? 

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?

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? 

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

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.

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

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

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

• 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 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? 

Your SMS Terms and Conditions:

• URL is not accessible or returns an error
• Content is missing required program details
• Document is incomplete or lacks messaging-specific terms
• SMS program details are not clearly outlined

• Provide an accessible Terms and Conditions URL

• Ensure your Terms include all required messaging program details:

  • Program name
  • Product description
  • Customer care contact information
  • Opt-out instructions
  • "Message and data rates may apply" pricing disclosure
  • Message frequency disclosure (for recurring programs)

• Make your Terms publicly accessible without login requirements

• Create a specific section for SMS/messaging if not already present

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:

• Publish a privacy policy on your public website if your business collects personal data
• Make sure your privacy policy clearly explains how personal data is collected, stored, used, and protected.
• Include information about your messaging practices in the privacy policy when it applies to your use case
• Submit a valid, accessible URL to your privacy policy
• Make sure the policy is publicly viewable without login requirements, IP restrictions, or other access controls.

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.

One number is being used to send messages 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 

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.