Toll-Free Number Registration (US/Canada)

Overview

Toll-free number registration is required by U.S. and Canadian carriers to ensure trusted SMS messaging and reduce spam. All new toll-free numbers must be verified before sending SMS, and existing numbers must complete verification to remain compliant. Calls are not affected, but unverified numbers face strict sending limits and potential blocking. Registration ensures higher deliverability, compliance, and uninterrupted SMS traffic.

Why Toll-Free Number Registration Matters

Carrier Mandates

• All new toll-free numbers must be registered before sending SMS.

• Existing numbers must be verified to continue sending SMS.

Deadlines

• November 8, 2023: Unverified toll-free numbers blocked.

• January 31, 2024: Pending verifications blocked.

Error Codes

• Blocked messages return errors 30032 or 30007.

Calls Not Affected

• These requirements apply only to SMS messaging, not voice calls.

The Registration Process

Access Toll-Free Registration

1. Go to Settings > Phone Numbers.

2. Click the Verification Required icon to start registration.

Complete the Registration Form

• Provide accurate, complete details to avoid rejection.

• No EIN or business registration number required.

Required Information

• Legal Entity Name – Full business name (not ISV unless content is ISV-branded).

• Business Website – Public website URL or social media pages.

• Business Address – Full street, city, state, zip of the business.

• Use Case Category & Description – Explain SMS use (e.g., reminders, offers, follow-ups).

• Sample Messages – Realistic examples of messages you will send.

• Opt-In Proof – Evidence of customer consent (web form, paper form, verbal script, keyword opt-in, or QR code).

Submit the Form

• Submission creates a support ticket for carrier review.

• Status changes to Pending Verification.

• Verification typically takes 4–6 weeks, sometimes longer.

Traffic Limits During Verification

Note: Even within limits, unverified traffic may still be filtered. Verified numbers enjoy higher deliverability.

Opt-In Requirements

Carriers require proof of documented consumer consent.

Approved Opt-In Methods

• Web Form – Must include an unchecked box, SMS disclaimer, STOP/HELP instructions, and Privacy Policy/Terms links.

• Paper Form – Copy or scan with opt-in language.

• Verbal Consent (IVR) – Provide the opt-in script.

• Keyword Campaigns – Example collateral showing SMS opt-in keyword.

• QR Code – Links to opt-in form or enrollment workflow.

Important: Screenshots, URLs, or docs must be publicly accessible (not password-protected).

Canada-Specific Rules

• Registration is mandatory for all Canadian toll-free SMS.

• Restricted & In Review limits apply equally in Canada.

• Verification must be complete before large-volume sending.

Verification Status Definitions

• Restricted (Unverified): Blocked in U.S. and Canada. Must submit verification.

• In Review (Pending): Under carrier review; limited traffic allowed.

• Verified (Approved): Full A2P access and improved deliverability.

• Rejected: Denied due to incomplete/mismatched info. Must resubmit.

Common Rejection Reasons

• Using ISV details instead of the end business.

• Missing or incomplete address/website.

• Opt-in process not demonstrated or compliant.

• Vague use case descriptions (e.g., just “Marketing”).

FAQs

Q1: What happens if I don’t register my toll-free number?
Unregistered numbers are blocked from sending SMS.

Q2: My number is under the limit, but messages still fail—why?
Unverified numbers may still face filtering. Verification improves deliverability.

Q3: Can international businesses register toll-free numbers?
Yes, international businesses can register.

Q4: Do I pay for undelivered messages?
No, only delivery attempts made to carriers are billed.

Q5: How long does verification take?
Typically 4–6 weeks, but carrier review delays are possible.

Key Takeaways

• Act quickly – Register all toll-free numbers to avoid blocked SMS traffic.

• Provide complete details – Missing or vague info leads to rejection.

• Maintain compliance – Opt-in proof and use case details are required.

• Verified numbers = higher deliverability and fewer errors.